CD Tesis

Analisis Pengaruh Bauran Pemasaran Jasa Terhadap Kepuasan Dan Loyalitas Peserta Badan Penyelenggaraan Jaminan Sosial (BPJS) Ketenagakerjaan Cabang Pekanbaru Kota

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This study aims to analyze the effect of product, price, location, promotion, people, process, physical evidence on the customer satisfaction and to analyze the effect of satisfaction on the customer loyalty of Badan Penyelenggaraan 0Jaminan Sosial (BPJS) Ketenagakerjaan Cabang Pekanbaru Kota. From 325,350 employees of the company who are still actively participating in the BPJS Ketenagakerjaan Pekanbaru Kota . 270 samples were taken using the Morgan table.
The data used are primary and secondary data, data were collected using questionnaires and interviews. The data analysis technique used in this research is Structural Equation Modeling (SEM), using SmartPLS software. The results showed that Products, Prices, Promotions, Processes and physical evidence affect the customer satisfaction of BPJS Ketenagakerjaan Pekanbaru Kota. Whereas location and people have no effect on customer satisfaction. And customer satisfaction has a significant effect on loyalty.
Key words : Service Marketing Mix, Satisfaction And Loyalty

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 220 (0103)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen., 2020

Deskripsi Fisik

xiii, 124 hlm,; ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 220 (0103)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

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