PENGARUH KEPUASAN, KEPERCAYAAN MEREK, KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN CARREFOUR DI SURABAYA
| Main Author: | KHOIRI, M.IQBAL |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2014
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| Subjects: | |
| Online Access: |
http://eprints.perbanas.ac.id/2080/1/ARTIKEL%20ILMIAH.pdf http://eprints.perbanas.ac.id/2080/2/COVER.pdf http://eprints.perbanas.ac.id/2080/3/BAB%20I.pdf http://eprints.perbanas.ac.id/2080/4/BAB%20II.pdf http://eprints.perbanas.ac.id/2080/5/BAB%20III.pdf http://eprints.perbanas.ac.id/2080/6/BAB%20IV.pdf http://eprints.perbanas.ac.id/2080/7/BAB%20V.pdf http://eprints.perbanas.ac.id/2080/8/LAMPIRAN.pdf http://eprints.perbanas.ac.id/2080/ |
Daftar Isi:
- In Surabaya, there are a number of Carrefour supermarket and one of them. Instill confidence in the brand and deliver exceptional service are the things that should be done by Carrefour to loyal customers, when customers are satisfied and loyal to the product or service, customers will be loyal to a product or service that the customer can not directly received over the value of Carrefour's services. But the last few months there's the news that there are many problems that occur in the Carrefour can be identified that a decrease in demand from time to time, ranging from reduced demand for customers located in Europe or in the United States caused by the global crisis creeping into Indonesia, in addition to the decline in market demand in Indonesia is caused also by the presence of mistakes or cheating at Carrefour thus preventing the purchase. Research instrument is a questionnaire that was distributed to 100 respondents in Surabaya. By using using multiple regression analysis in SPSS 20 for windows. Basil satisfacation the research indicates that consumers trust the brand and quality of service simultaneously significantly influential impact on consumer loyalty of Carrefour in Surabaya. Keywords: consumer satisfacation, brand trust, service quality and consumer loyal