Ayuningrum, PutriAnindita (2014) Pengaruh Customer Delight: Justice, Esteem dan Finishing Touch terhadap Active dan Passive Loyalty (Study pada Mitra Kerja UPT-PK Singosari Malang). Magister thesis, Universitas Brawijaya.
Abstract
Tujuan dari penelitian ini adalah menganalisis pengaruh variabel customer delight yang meliputi justice, esteem, dan finishing touch terhadap active dan passive loyalty konsumen. Mitra Kerja UPT-PK Singosari terdiri dari organisasi atau perorangan yang bekerja sama dengan lembaga pelatihan kerja, sertifikasi dan ketenagakerjaan UPT-PK Singosari. Berdasar dari struktur organisasi UPT-PK Singosari populasi dari penelitian ini adalah siswa UPT-PK Singosari periode ketiga tahun 2013. Teknik pengambilan sampel menggunakan metode random sampling dengan melibatkan siswa pelatihan sebagai responden. Metode analisis data yang digunakan adalah Structural Equation Modeling (SEM) dengan software AMOS. Hasil menunjukkan beberapa temuan, bahwa justice berpengaruh positif terhadap active loyalty dan passive loyalty , esteem berpengaruh positif terhadap active loyalty dan passive loyalty , finishing touch berpengaruh positif terhadap active loyalty dan passive loyalty pada Mitra Kerja UPT-PK Singosari.
English Abstract
purpose of this research is to investigation impact of customer delight, that consist of justice, esteem, and finishing touch on active and passive loyalty. Partner of UPT-PK Singosari are organization and individual that cooperated with vocational training, certification and employment institutions. Base on organization structure of UPT-PK Singosari, population of research is all third period students of UPT-PK Singosari in 2013. Sampling technique of researcher is random sampling methods, by using training students as respondents. Data analysis uses Structural Equation Modelling (SEM) method by employing AMOS software. results showed several findings, that justice has positive influence on active and passive loyalty, esteem has positive influence on active and passive loyalty, finishing touch also has positive influence on active and passive loyalty of Partners of UPT-PK Singosari.
| Item Type: | Thesis (Magister) |
|---|---|
| Identification Number: | TES/658.834 3/AYU/p/041405231 |
| 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: | 12 Sep 2014 15:36 |
| Last Modified: | 12 Sep 2014 15:36 |
| URI: | http://repository.ub.ac.id/id/eprint/159987 |
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