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PENGARUH IMPLEMENTASI RELATIONSHIP MARKETING TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING (Studi Pada PT. Bank Rakyat Indonesia (Persero) Tbk. Cabang Pandanaran)
| Content Provider | Semantic Scholar |
|---|---|
| Author | Junistyaningrum, Nurulita Sugiarto, Yohanes |
| Copyright Year | 2016 |
| Abstract | This research examines two independent variables that is Building Service Partnership-of which the dependent variable of Customer Loyalty can be influenced-and Customer Satisfaction as the interverning variable. The direct coefficient determination (R2) test results 22,7%, meanwhile a 30,0% derived from the indirect coefficient determination (R2) test. In the other hand, testing hypotheses concerning partial correlation confirms that (i) Building Service Partnership indicates a positive and significant relationship towards Customer Satisfaction; (ii) Total Quality Management indicates a positive and significant relationship towards Customer Satisfaction; (iii) Building Service Partnership indicates a positive and significant relationship towards Customer Loyalty; (iv) Total Quality Management indicates a positive and significant relationship towards Customer Loyalty; and (v) Customer Satisfaction indicates a positive and significant relationship towards Customer Loyalty. From the significant hypothesis test (F-test), it can be derived that there is positive and significant influence between Building Service Partnership and Total Quality Management towards Customers Loyalty, with Customer Satisfaction as its interverning variable. |
| Starting Page | 217 |
| Ending Page | 230 |
| Page Count | 14 |
| File Format | PDF HTM / HTML |
| Alternate Webpage(s) | https://ejournal3.undip.ac.id/index.php/djom/article/download/13452/13008 |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
