Analisis Faktor-Faktor yang Mempengaruhi Behavioral Intentions

Supianti, Riana (2010) Analisis Faktor-Faktor yang Mempengaruhi Behavioral Intentions. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

The purpose of this study is to developed and empirically validated a multidimensional hierarchical scale for measuring health service quality and investigated the scale’s ability to predict important service outcomes, namely, service satisfaction and behavioral intentions, specifically in terms of an increase in relationship quality and customer satisfaction and value in service industry environment and to test this theoretical basis empirically Method for the samples selection is using snowball method with one shot study and the population is clinic in Batam by totals sample as much 150 respondents. Sample of this research is clinic customer by using of analysis multi regression statistic method. The result of this research showed that service quality, customer satisfaction, interpersonal quality, technical quality, environment quality, and administrative quality affects behavioral intentions. Keywords: Service quality, Customer satisfaction, Customer value and Behavioral intentions.

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