Rosita, NadiyahHirfiyana (2011) Analisis Pengaruh Relational Benefits terhadap Perceived Value dan Kepuasan serta Loyalitas Pelanggan Klinik Beauty Skin Care di Kota Malang. Magister thesis, Universitas Brawijaya.
Abstract
Penelitian ini menganalisis pengaruh relational benefits pada klinik beauty skin care di kota Malang kaitannya dengan perceived value , kepuasan dan loyalitas pelanggannya. Klinik beauty skin care menurut SWA dan Business Week adalah ruangan perawatan klinik yang berkonsep modern-minimalis dan menggabungkan unsur hotel dengan butik. Populasi dari penelitian ini adalah anggota ( member ) dari Natasha Skin Care dan Larissa Skin Care. Teknik pengambilan sampel dengan metode judgment sampling dan analisis data menggunakan analisis jalur ( path analysis ) dengan menggunakan software AMOS. Hasilnya menunjukkan beberapa temuan, bahwa relational benefits atau manfaat relasional dapat menimbulkan pengaruh terhadap perceived value . Relational benefits juga dapat menimbulkan pengaruh terhadap kepuasan. Kemudian, perceived value dapat menimbulkan pengaruh terhadap kepuasan. Tetapi tidak dengan perceived value , karena perceived value tidak dapat menimbulkan pengaruh terhadap loyalitas. Namun, kepuasan dapat menimbulkan pengaruh terhadap loyalitas pelanggan klinik beauty skin care di Kota Malang.
English Abstract
This study analyzed effect of relational benefits on beauty skin care clinic in Malang and its relation with perceived value, satisfaction and customer loyalty. Beauty skin care clinic is a clinic treatment room with minimalist and modern concepts and combine with elements of a boutiques hotel according to SWA and Business Week. sampling techniques is judgement sampling and its data analyzed with path analysis using AMOS software programme. results indicate several findings, that relational benefits have influence on perceived value. Relational benefits have influence on satisfaction. n, Perceived value have influence on satisfaction. But not with perceived value, because perceived value may not cause influence on loyalty. However, satisfaction have influence on customer loyalty at beauty skin care clinic in Malang.
| Item Type: | Thesis (Magister) |
|---|---|
| Identification Number: | TES/658.812/ROS/a/041105005 |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing |
| Divisions: | S2/S3 > Magister Manajemen, Fakultas Ekonomi dan Bisnis |
| Depositing User: | Endro Setyobudi |
| Date Deposited: | 01 Dec 2011 09:14 |
| Last Modified: | 01 Dec 2011 09:14 |
| URI: | http://repository.ub.ac.id/id/eprint/159914 |
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