ANTESEDEN DARI KESETIAAN PELANGGAN Abstraksi / Abstracts:
This thesis discusses whether there is a positive influence service fairness, service quality, price fairness perception towards customer satisfaction, and customer satisfaction on customer loyalty. Data obtained by distributing questionnaires to 120 respondents. The sampling technique used is purposive sampling. Analysis tool that is used to test the hypothesis is to Structural Equation Modeling (SEM). The results of hypothesis tests showed no effect service fairness to customer satisfaction, positive influence of service quality on customer satisfaction, positive influence price fairness perception towards customer satisfaction, and positive impact customer satisfaction on customer loyalty.
Kata Kunci / Keywords:
service fairness, service quality, price fairness perception, customersatisfaction, customer loyalty
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