CD Tesis

Pengaruh Service Recovery Dan Promosi Terhadap Kepuasan Dan Implikasinya Terhadap Loyalitas Pelanggan Pada Peterseli Kitchen Kota Pekanbaru

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This study aims to analyze the effect of service recovery and promotion on customer satisfaction, the effect of satisfaction on customer loyalty. The effect of service recovery and promotion on customer loyalty through customer satisfaction. In this study, the population is all customers of Perseli Kitchen. The sample in this study were 157 people. The data used in this study are primary data and secondary data, while the data collection technique uses a questionnaire. The data analysis technique used in this research is Structural Equation Modeling (SEM).
The results showed that service recovery had an effect on satisfaction. Promotion has an effect on satisfaction. Satisfaction has a significant effect on customer loyalty. Service recovery has a significant effect on customer loyalty through satisfaction. Promotion has a significant effect on loyalty through satisfaction.
Key words : Service Recovery, Promotion, Customer Satisfaction and Loyalty

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 220 (0118)

Penerbit

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

Deskripsi Fisik

xii, 96 hlm,; ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 220 (0118)

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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