PENGARUH KUALITAS PELAYANAN, CITRA MEREK, KEPUASAN PELANGGAN, DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN BARBERSHOP DI KARAWACI, TANGERANG

TINAMORA, LISTYA RESMI (2015) PENGARUH KUALITAS PELAYANAN, CITRA MEREK, KEPUASAN PELANGGAN, DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN BARBERSHOP DI KARAWACI, TANGERANG. S1 thesis, Universitas Negeri Jakarta.

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Abstract

ABSTRACT Listya Resmi Tinamora, 2015; The Influence of Service Quality, Brand Image, Customer Satisfaction, and Trust Toward Customer Loyalty of Barbershop in Karawaci, Tangerang. Skripsi, Jakarta: Marketing Management Concentration, Management Study Program, Department of Management, Faculty of Economics, State University of Jakarta. Advisory: Setyo Ferry Wibowo, SE, M.Si & Usep Suhud, M.si, Ph.D The purpose of this research are: 1)To know the influence of service quality toward customer loyalty of barbershop, 2) To know the influence of brand image toward customer loyalty of barbershop, 3) To know the influence of customer satisfaction toward customer loyalty of barbershop, 4) To know the influence of trust toward customer loyalty of barbershop. Object of the research consist of 200 respondents that already went to the same barbershop more than twice in last six month. The result of descriptive test shows that service quality and trust are less towards loyalty. The hypothesis test shows: 1) there is significant influence from service quality toward customer loyalty about 31.3%. 2) there is significant influence from brand image toward customer loyalty about 29.4%. 3) there is significant influence from customer satisfaction toward customer loyalty about 28.4%. 4) there is significant influence from trust toward customer loyalty about 33%. Keywords: service quality, brand image, customer satisfaction, trust, customer loyalty, barbershop

Item Type:	Thesis (S1)
Additional Information:	Pembimbing I: Setyo Ferry Wibowo, SE, M.Si ., Pembimbing II: Usep Suhud, M.Si, Ph.D
Subjects:	Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Layanan Kantor (Office Services) Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Manajemen Umum (General Management) Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Manajemen Umum (General Management) > Manajemen Perencanaan dan Strategik (Planning and Strategic Management) Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Manajemen Umum (General Management) > Manajemen Kontrol dan Kualitas (Control and Quality Management)
Divisions:	Fakultas Ekonomi > S1 Manajemen
Depositing User:	Budi Siswanto
Date Deposited:	22 Jan 2018 04:23
Last Modified:	22 Jan 2018 04:23
URI:	http://repository.fe.unj.ac.id/id/eprint/2681

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