Analisis Kualitas Layanan yang Mempengaruhi Kepuasan Pelanggan serta Dampaknya terhadap Behavioral Intentions [English: Analysis of Service Quality, Customer Satisfaction and Behavioral Intentions]

Oetomo , Hadi (2009) Analisis Kualitas Layanan yang Mempengaruhi Kepuasan Pelanggan serta Dampaknya terhadap Behavioral Intentions [English: Analysis of Service Quality, Customer Satisfaction and Behavioral Intentions]. Jurnal KARISMA, 3 (2). pp. 113-122. ISSN 1978-404X

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    Abstract

    This research was aimed to analyze impact of service quality on customer satisfaction and its impact on behavioral intentions. Research populations was customer of self-service shop in Yogyakarta, sample consisted of 154 customers. The research model and its hypothesis were tested with Structural Equation Model, using AMOS 4.01. The results were: physical aspect, reliability, personal interaction, problem solving and policy variables had positive impact on customer satisfaction. Customer satisfaction positively affected behavioral intentions. The dominant variable that affected customer satisfaction was problem solving. Keywords: behavioral intentions, customer satisfaction, self-service shop, service quality.

    Item Type: Article
    Subjects: 300 Ilmu Sosial
    Divisions: Fakultas Ekonomi > Manajemen
    Depositing User: herlina dyah
    Date Deposited: 24 Jan 2012 10:25
    Last Modified: 24 Jan 2012 10:25
    URI: http://repository.upnyk.ac.id/id/eprint/1829

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