Chrisdianto, Chrisdianto (2022) Pengaruh corporate social responsibility, service quality, corporate reputation, dan transparacy terhadap customer loyalty melalui customer satisfaction dan customer trust pada pelanggan Telkomsel di Surabaya. Masters thesis, UNIVERSITAS PELITA HARAPAN.
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Abstract
Penelitian ini dilakukan untuk mengetahui pengaruh corporate social responsibility, service quality, corporate reputation, dan transparency terhadap customer loyalty melalui customer satisfaction dan customer trust pada pelanggan Telkomsel di Surabaya. Pengumpulan data dilakukan dengan menggunakan kuesioner terhadap 270 responden yang terdiri dari 135 responden pria dan 135 responden wanita. Data dianalisa dengan uji statistik Structural Equation Modeling menggunakan software AMOS. Dari hasil penelitian dapat disimpulkan bahwa corporate social responsibility tidak memiliki pengaruh terhadap customer loyalty dan customer satisfaction, tetapi berpengaruh terhadap customer trust. Service quality memiliki pengaruh terhadap customer loyalty, customer satisfaction, dan customer trust. Corporate reputation tidak berpengaruh terhadap customer loyalty, tetapi berpengaruh terhadap customer satisfaction dan customer trust. Transparency berpengaruh terhadap customer loyalty, customer satisfaction, dan customer trust.
Item Type: | Thesis (Masters) | ||||||||||||
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Uncontrolled Keywords: | corporate social responsibility; service quality; corporate reputation; transparency; customer satisfaction; customer trust; customer loyalty | ||||||||||||
Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||||||
Divisions: | University Subject > Current > Faculty/School - UPH Surabaya > Business School > Master of Management Current > Faculty/School - UPH Surabaya > Business School > Master of Management |
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Depositing User: | Users 19201 not found. | ||||||||||||
Date Deposited: | 04 Jul 2022 08:15 | ||||||||||||
Last Modified: | 04 Jul 2022 08:15 | ||||||||||||
URI: | http://repository.uph.edu/id/eprint/48339 |
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