PENGARUH SERVICE QUALITY DAN PERCEIVED VALUE TERHADAP CUSTOMER SATISFACTION DAN TRUST SERTA DAMPAKNYA PADA LOYALTY KONSUMEN WISNU LAUNDRY SURABAYA

WISNU TIRTA PRADANA, 041311233067 (2019) PENGARUH SERVICE QUALITY DAN PERCEIVED VALUE TERHADAP CUSTOMER SATISFACTION DAN TRUST SERTA DAMPAKNYA PADA LOYALTY KONSUMEN WISNU LAUNDRY SURABAYA. Skripsi thesis, UNIVERSITAS AIRLANGGA.

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Abstract

This study is done by using Structural Equation Modelling data analysis technique with a quantitative approach. The data is obtained by spreading questionnaires to the respondents that have used Wisnu Laundry service in the past three months. There are 169 respondents who participated in this research. The result of this study shows that service quality affects customer satisfaction and perceived value, perceived value affects customer satisfaction, customer satisfaction affects trust, and trust affects loyalty.

Item Type: Thesis (Skripsi)
Additional Information: KKB KK B 272-19 PRA p
Uncontrolled Keywords: Service quality, perceived value, customer satisfaction, trust, loyalty,laundry
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries
H Social Sciences > HV Social pathology. Social and public welfare > HV1-9960 Social pathology. Social and public welfare. Criminology > HV40-69 Social service. Social work. Charity organization and practice
T Technology > TT Handicrafts Arts and crafts > TT980-999 Laundry work
Divisions: 04. Fakultas Ekonomi dan Bisnis > Manajemen
Creators:
CreatorsNIM/NIDN
WISNU TIRTA PRADANA, 041311233067UNSPECIFIED
Contributors:
ContributionNameNIDN/NIDK/NUP
ContributorDr. Dien Mardhiyah, SE., M.Si,, NIDN 0018117204UNSPECIFIED
Depositing User: Ms noviyanti wulandari
Date Deposited: 18 Sep 2019 08:55
Last Modified: 18 Sep 2019 08:55
URI: http://repository.unair.ac.id/id/eprint/87003
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