BibTex Citation Data :
@article{DJM13452, author = {Nurulita Junistyaningrum and Yohanes Sugiarto}, title = {PENGARUH IMPLEMENTASI RELATIONSHIP MARKETING TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING (Studi Pada PT. Bank Rakyat Indonesia (Persero) Tbk. Cabang Pandanaran)}, journal = {Diponegoro Journal of Management}, volume = {0}, number = {0}, year = {2016}, keywords = {Building Service Partnership, Total Quality Management, Customer Satisfaction, Customer Loyalty}, 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. }, issn = {2337-3792}, pages = {217--230} url = {https://ejournal3.undip.ac.id/index.php/djom/article/view/13452} }
Refworks Citation Data :
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.
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