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Analisis Pengaruh Kualitas Layanan, Kepercayaan, Word Of Mouth Terhadap Kepuasan Dan Loyalitas Peserta BPJS Ketenagakerjaan Pekanbaru Kota

This research is conducted at BPJS Ketenagakerjaan Pekanbaru Kota with purpose to analysis the Service Quality, Trust, and Word of Mouth against Customer Satisfaction and Loyalty. This research used primary and secondary data. Data collection techniques used in this research are questionnaire method, and interview. Research population in this research is customer BPJS Ketenagakerjaan Pekanbaru Kota, by accidental sampling technique, 220 person of customer BPJS Ketenagakerjaan Pekanbaru Kota, by filling out the questionnaire. Analysis of the influence between research variables using multivariate Structure Equation Model (SEM) techniques based on Analysis of Moment Strucure (AMOS) application.
From the research results obtained conclusion as follows:1) Service Quality directly has a positive and significant effect on Customer Satisfaction. 2) Trust directly has a positive and significant effect on Customer Satisfaction. 3) Word of Mouth directly has a positive and significant effect on Customer Satisfaction. 4) Service Quality directly has a positive and significant effect on Loyalty. 5) Trust directly has a positive and insignificant effect on Loyalty. 6) Word of Mouth directly has a positive and insignificant effect on Loyalty. 7) Customer Satisfaction directly has a positive and significant effect on loyalty.


Keywords: Service Quality, Trust, Word of Mouth, Customer Satisfaction, Loyalty

Ketersediaan
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Perpustakaan Universitas Riau 10 03. 219 (0121)
10 03. 219 (0121)
Tersedia
Informasi Detail
Judul Seri
-
No. Panggil
10 03. 219 (0121)
Penerbit
Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen.,
Deskripsi Fisik
xv, 133 hlm.; ill.; 29 cm
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
10 03. 219 (0121)
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
PASCASARJANA (MAGISTER) MANAJEMEN
Info Detail Spesifik
-
Pernyataan Tanggungjawab
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Tidak tersedia versi lain

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