CD Tesis

Analisis Service Quality, Perceived Value, Product Quality, Satisfaction, Trust, Loyalty pada Transmetro Pekanbaru

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Analysis of Service Quality, Product Quality and Perceived Value, Satisfaction, Trust and Loyalty In User Service Transmetro Pekanbaru
1Handika Mario Saputra
1Program Magister Sains Management Studies, Graduate School of the University of Riau
The aim of this research to show the influence relationship between service quality, product quality, and perceived value toward satisfaction, trust and loyalty for customer Transmetro Pekanbaru. The population in this research are all customer Transmetro Pekanbaru. The samples used in this study were as many as 210 people. Sampling techniques using purposive sampling. Types and sources of research data consists of primary data is data obtained from the respondents through questionnaires opinion research.
Data analysis techniques used in the study is hypothesis testing Structural Equation Model (SEM) with partial least squares approach (PLS) using the program SmartPLS v.2.0M3. Results of the analysis found that service quality, product quality and perceived value significant and positive impact on satisfaction, service quality, product quality and perceived value significantly and positively to the trust, satisfaction significantly and positively to trust, service quality, satisfaction and trust significant and positive impact on loyalty.
The results provide advice to continue to improve service quality, product quality and perceived value to increase customer loyalty.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 04 .115 (0145)

Penerbit

Pekanbaru : Universitas Riau - Pasca Manajemen Pemasaran., 2015

Deskripsi Fisik

xiv,156 hlm.: iII.; 29 cm

Bahasa

ISBN/ISSN

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Klasifikasi

10 04 .115 (0145)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

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