KUALITAS INTERAKSI DAN KEPRIMAAN KINERJA DALAM PEMASARAN RELASIONAL: PERAN KEPERCAYAAN SEBAGAI KEY MEDIATING VARIABLE

Kristiawan, Allen and Tjahyadi, Rully Arlan (2017) KUALITAS INTERAKSI DAN KEPRIMAAN KINERJA DALAM PEMASARAN RELASIONAL: PERAN KEPERCAYAAN SEBAGAI KEY MEDIATING VARIABLE. Forum Manajemen Indonesia (FMI 9), - (-). pp. 1-14. ISSN ISBN: 978-602-8557-31-3

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Abstract

ABSTRAK Penelitian ini menguji pengaruh kualitas interaksi dan keunggulan kinerja terhadap kepercayaan dan menguji pengaruh kepercayaan terhadap loyalitas pelanggan. Analisis tingkat individu dari sampel 117 siswa studi Manajemen di Fakultas Ekonomi Universitas Kristen Maranatha menunjukkan bahwa keunggulan kinerja secara positif dan signifikan dikaitkan dengan kepercayaan dan kepercayaan secara positif dan signifikan terkait dengan loyalitas pelanggan. Temuan penelitian menunjukkan bahwa kepercayaan memainkan variabel mediasi kunci untuk membangun loyalitas pelanggan. Abstrack This research examines the effects of interaction quality and performance excellence on trust and examines the effects of trust on customer loyalty. Individual-level analyses from a sample of 117 students of Management study at Economic Faculty of Maranatha Christian University indicate that performance excellence are positively and significantly associated with trust and trust are positively and significantly associated with customer loyalty. Research findings indicate that trust plays a key mediating variable to build customer loyalty.

Item Type: Article
Uncontrolled Keywords: Kata kunci: Atribut Layanan, Hubungan Pemasaran, Kepercayaan, Loyalitas Pelanggan. Keywords: Service Attribute, Marketing Relationship, Trust, Customer Loyalty
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Fakultas Ekonomi > S-1 Manajemen
Depositing User: admin LPPM
Date Deposited: 06 Mar 2018 06:43
Last Modified: 06 Mar 2018 06:43
URI: http://repository.lppm.maranatha.edu/id/eprint/446

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