CD Tesis

Analisis Pengaruh Relationship Marketing Terhadap Customer Value Dan Customer Loyalty Pada Kantor Bpjs Ketenagakerjaan Cab. Pekanbaru Kota

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This study aimed to determine the Analysis effect of relationship marketing on customer value and customer loyalt of BPJS Ketenagakerjaan branch Pekanbaru Kota. Analysis of data influence between research variables using multivariate SEM techniques based on variants, namely Partial Least Square (PLS) or often called PLS-SEM. PLS has a higher level of flexibility for research. Data was obtained from 358 respondents by filling out the questionnaire through the google drive link. PLS model after experiencing several stages and fulfilling the criteria goodness of fit.
The result show that: (1) trust has significant effect on customer value, (2) commitment has significant effect on customer value, (3) communication has significant effect on customer value, (4) handling conflict has significant effect on customer value, (5) trust has significant effect on customer loyalty, (6) commitment has no significant effect on customer loyalty, (7) communication has significant effect on customer loyalty, (8) handling conflict has significant effect on customer loyalty, (9) trust has a significant effect on customer loyalty through customer value. (10) commitment has a significant effect on customer loyalty through customer value.(11) communication has a significant effect on customer loyalty through customer value, and (12) handling conflict has a significant effect on customer loyalty through customer value.

Keywords : Trust, commitment, communication, handling conflict, customer value, and customer loyalty.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 219 (0115)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen., 2019

Deskripsi Fisik

xii, 134 hlm.; ill.; 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 219 (0115)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

PASCASARJANA (MAGISTER) MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

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