Pengaruh Pemulihan Layanan (Service Recovery) Terhadap Loyalitas Pelanggan Pada Belanja Online

Hartanto, Jodik and , Ihwan Susila, SE., M.Si., Ph.D (2017) Pengaruh Pemulihan Layanan (Service Recovery) Terhadap Loyalitas Pelanggan Pada Belanja Online. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

The purpose of this study was to find out the effect of service recovery againt customer loyalty on online shop. The population for this study are all sob citizen who did shopping online at least two or three times, with 130 respondendt as samples, decided by convenience random sampling technique. Data collection use quetionair. Analysis Technique applied in this study was Multiple Regression Linear Analysis. The result of the study show that distribution fairness have positive effect and significant againts customer loyalty. Procedural fairness have positive effect and significant againts customer loyalty. Simultanously, distribusi fairness and procedural fairness have significant effect againts customer loyalty with contribution given (R2) as 27,1 % and the rest can be explained by other variables.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Theory of Justice, distribution justice, procedural justice, customer loyalty.
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	JODIK HARTANTO
Date Deposited:	10 Aug 2017 02:28
Last Modified:	10 Aug 2017 02:29
URI:	http://eprints.ums.ac.id/id/eprint/55010

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