Analisis Pengaruh Customer-Employee Interaction, Relationship Quality, dan Commitment Terhadap Repeat Purchase dan Word of Mouth

Harto, Donny (2009) Analisis Pengaruh Customer-Employee Interaction, Relationship Quality, dan Commitment Terhadap Repeat Purchase dan Word of Mouth. Undergraduate thesis, Universitas Internasional Batam.

Text Donny Harto_0641111.pdf - Published Version Restricted to Repository staff only Download (4MB)

Abstract

The purpose of this study to analyze the influence of confidence, contact, and communication with relationship quality. In addition, this study also analyzes the influence of relationship quality with commitment, repeat purchase, and word of mouth. The population of this study are the guests who has stayed hotel. The sample used is the peoples that have stayed hotels in Batam. Data collection is done by using a sample of 200 respondents who had stayed the hotel in Batam. The data used in the research is the primary data collected through the distribution of questionnaires researcher with purposive sampling method, especially judgment sampling. This study shows the results that confidence and contact effect on relationship quality, but the communication has no effect on relationship quality. Relationship quality are impact on repeat purchase and word of mouth. While commitment also affect repeat purchase and word of mouth. Keyword: Confidence, Contact, Communication, Relationship Quality, Commitment, Repeat Purchase, Word of Mouth.

Actions (login required)

View Item