Analisis Faktor-Faktor yang Mempengaruhi Firm of Mouth

Henny, Henny (2010) Analisis Faktor-Faktor yang Mempengaruhi Firm of Mouth. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Competition in the business world increasingly stringent in this era of globalization encourages competition among manufacturer companies or service companies in Batam. Cause of these reasons, those companies have to do their efforts for achieving their goals. Higher competition in this world will cause lower percentage for developing companies. The sample in this research is the respondents who have ever used the service of salon in Batam. This research tested using a sample of 156 respondents to the survey method of distributing the questionnaire to the respondents that ever used the service of salon in Batam. Data obtained was processed by using SPSS version 15. The method used to analyze these data is by using multiple regression methods. Thus study shows that marketing efforts, satisfaction with the firm, loyalty to the firm, relationship quality dan customer to customer itneraction have the positive relationship with firm word of mouth. Keyword: Marketing efforts, Satisfaction with the firm, Loyalty to the firm, Relationship quality, Customer to customer interaction, Firm word of mouth.

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