Analisis Pengaruh Technical Service Quality Functional Service Quality Terhadap Quality of Life dan Behavioral Intentions dengan Service Satisfaction Sebagai Variabel Intervening

Wiwi, Wiwi (2010) Analisis Pengaruh Technical Service Quality Functional Service Quality Terhadap Quality of Life dan Behavioral Intentions dengan Service Satisfaction Sebagai Variabel Intervening. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Service industry is one of the business field wherein clients who are aware of the service quality are required. Hence, interaction between the providers of services and the clients occurs even the transferring of knowledge to the clients may happen which could result in clients are more committed the their current service provider or to switch to others. The purpose of this analysis is to test the effect of technical service quality and functional service quality on quality of life and behavioral intentions with service satisfaction is the intervening variable and to select non-probability sample using the type of purposive sampling for pregnant mother in Batam. The sample size used is 140 questionnaire and to be process through multiple regression analysis. The outcome of this analysis shows that technical service quality, functional service quality, and service satisfaction indeed has a significant effect on behavioral intentions whereas quality of life is not affected by those variables to the same extent. Keywords : Quality Of life, Service quality, Service satisfaction, Intentions, Service evaluation

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