Analisis Faktor-Faktor Yang Mempengaruhi Word Of Mouth Terhadap Loyalitas Pelanggan Dr. Sophia House Of Beauty Banjarmasin

Kharisma, Gusti Dilla and , Prof. DR. H. M. Wahyuddin and , Dr. Anton Agus Setyawan, M.Si (2017) Analisis Faktor-Faktor Yang Mempengaruhi Word Of Mouth Terhadap Loyalitas Pelanggan Dr. Sophia House Of Beauty Banjarmasin. Thesis thesis, Universitas Muhammadiyah Surakarta.

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Abstract

The purpose of this research is to analyze the influence of service quality, customer satisfaction, tie strength and word of mouth on customers’ loyalty. Data was collected from 130 respondents who are customers’ beauty clinic of dr. Sophia house of beauty Banjarmasin. The analytical method used is path analysis. The test results concluded that all variables instruments valid and reliable as a means of collecting data. Data analysis showed that: 1) the quality of service is not positive and not significant to the word of mouth 2) customer satisfaction is significant and positive effect on word of mouth. 3) Tie strength is not positive and not significant to the word of mouth. 4) word of mouth positive and significant impact on customer loyalty.

Item Type: Thesis (Thesis)
Uncontrolled Keywords: service quality customer satisfaction tie strength word of mouth and customers loyalty
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HM Sociology
Divisions: Fakultas Pasca Sarjana > Magister Manajemen
Depositing User: GUSTI DILLA KHARISMA
Date Deposited: 17 Apr 2017 04:01
Last Modified: 17 Apr 2017 04:02
URI: http://eprints.ums.ac.id/id/eprint/51303

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