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PENGARUH KEPUASAN PELANGGAN TERHADAP WORD OF MOUTH DAN LOYALITAS PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi Kasus Konsumen Griya Bebek & Ayam Nelongso)

Jurnal Ilmiah Riset Manajemen

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Title PENGARUH KEPUASAN PELANGGAN TERHADAP WORD OF MOUTH DAN LOYALITAS PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi Kasus Konsumen Griya Bebek & Ayam Nelongso)
 
Creator Meilia, Putri
Rachma, N.Rachma
Rachmat S, Afi
 
Description The purpose of this study was to determine whether the effect of customer satisfaction and loyalty to the word of mouth. Methods of data analysis in this study uses quantitative methods to the data-processing technique using path analysis (path analysis). Data were collected through questionnaires. The questionnaire distributed to customers Griya Bebek & Ayam Nelongso inadvertently encountered. Measurements were made with a Likert scale of one to five. The results show a significant difference between customer satisfaction to customer loyalty, and also found a significant relationship between customer loyalty to the word of mouth, as well as the significant influence of customer satisfaction on word of mouth is directly, and there is also the effect of customer satisfaction on word of mouth through customer loyalty. In this case the customer satisfaction is also an important aspect. Satisfaction and loyalty can be a primary goal in improving and maintaining word of mouth, while word of mouth customers will arise if the customer satisfaction and customer loyalty has been created.
 
Publisher Jurnal Ilmiah Riset Manajemen
 
Contributor Program Studi Manajemen Fakultas Ekonomi Universitas Islam Malang
 
Date 2017-02-17
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://riset.unisma.ac.id/index.php/jrm/article/view/129
 
Source Jurnal Ilmiah Riset Manajemen; Vol 6, No 01 (2017): Jurnal Ilmiah Riset Manajemen (eJRM)
 
Language eng
 
Relation http://riset.unisma.ac.id/index.php/jrm/article/view/129/123
 
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