Katalog Online Perpustakaan

Detail Katalog

Pengarang

DINA PURNAMASARI

Subject

  1. MARKETING MANAGEMENT
  2. SATISFACTION & LOYALTY

    [Abstrak]

    The influence of relational benefit and trust of customer satisfaction and word
    of mouth of Blue Bird taxi’s Surabaya.There are evidences about the happening of
    negative words of mouth from customers toward blue bird taxi services in Surabaya.
    In this research. The survey is done by propagating questionnaire with total of 150
    blue bird taxi customer’s in Surabaya. The method analysis used in this research is
    Maximum Likelihood test using the program AMOS version 18.0.Researchers are
    tesing how far are relational and trust as free variable influencing customers
    satisfaction and words of mouth as bound variable. The result of the researches show
    that special treatment benefit, social benefit, and trust benefit don’t have significant
    relation with customer’s satis faction, but trust and words of mouth have significant
    influence with customer satisfaction.
    Keywords : special treatment benefit,social benefit,confidence benefit,confidence,
    customer satis faction, word of mouth

    Pembimbing

    BASUKI RACHMAT

    Penguji

    1. TATIK SURYANI
    2. BASUKI RACHMAT
    3. SONI HARSONO

      Bahasa

      Nomor Klas

      SKR.PUR.139.12

      [Berkas]

      1. 6776_SKRIPSI.pdf
      2. 6776_ARTIKEL ILMIAH.pdf