The Consequence Of Post-Purchased Perceived-Values On Customer Loyalty By Mediating Role Of Trust: An Empirical Study On Umroh Travel Agencies

Syahroni, Muhammad Budi and , Soepatini, S.E., M.Si., Ph.D (2018) The Consequence Of Post-Purchased Perceived-Values On Customer Loyalty By Mediating Role Of Trust: An Empirical Study On Umroh Travel Agencies. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

The purpose of this research is to the investigate relationships perceived-values, trust and customer loyalty. There a lot of research about the relationship between perceived-values and customer loyalty on mediating role of trust, but the researcher focuses on Umrah travel agencies. This study employed a quantitative research to test the relationship between perceived-values, trust, and customer loyalty. Questioners were distributed to 120 respondents, but only 91 respondents categorized as sample because they had Umrah in the last two years. For mediating test, the researcher used Sobel test to analyze the relations among the variables. The results showed that perceived-values demonstrated insignificant effect on customer loyalty. The results also showed that perceived-values have a significant relationship with trust directly. Additionally, customer loyalty and perceived-values have significant effect by mediating trust. This study showed that on perceived-values indirectly influence customer loyalty by mediating trust for the sample someone that has done Umrah in Surakarta. Finally, companies should improve their marketing strategy by using perception of perceived-values as their strategy to get customer sympathy and to rise loyalty of company.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Perceived-values, Trust, Umrah travel agencies, Customer loyalty.
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	MR SYAHRONI MUHAMMAD BUDI
Date Deposited:	25 Jul 2018 10:45
Last Modified:	25 Jul 2018 10:45
URI:	http://eprints.ums.ac.id/id/eprint/64015

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