Analisa Pengaruh Service Quality Terhadap Loyalty dengan Trust dan Satisfaction Sebagai Variabel Intervening

Dharlia, Lius (2010) Analisa Pengaruh Service Quality Terhadap Loyalty dengan Trust dan Satisfaction Sebagai Variabel Intervening. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

This study purposes an integrated frameworks explaining loyalty responses in high involvement. The model is rooted in the traditional attribute satisfaction, overall satisfaction, loyalty chain but explicitly incorporates facility versus interactive service quality, trust, specific product market investment. The authors focus on disentangling the direct versus indirect of model construct on attitudinal versus behavioral loyalty response. The result response the traditional chain but also show loyalty can be increased by building a trustworthy image and creating exchange specific assets. The authors found that overall satisfaction is the precursor both to loyalty and to building SAI. The purpose of this research is to find out whether contained positive influences between SATat with SAT, SQfac with SAT, SQint with SAT, SATat with Trust, SQfac with Trust, SQint with Trust, Trust with SAT, Trust with LOYat, SAT with LOYat, SAT with SAI, SAI with LOYat, SAI with LOYbeh, and LOYat with LOYbeh. This research qualitatively and have causal comparative research. The simple random sampling method was used to take sample. The result have contained positive influences between SATat with SAT, SQfac with SAT, contained negative influences between SQint with SAT, SATat with Trust, contained positive influences between SQfac with Trust, SQint with Trust, contained negative influences between Trust with SAT, Trust with LOYat, SAT with LOYat, SAT with SAI, contained positive influences between SAI with LOYat, SAI with LOYbeh, and contained negative influences between LOYat with LOYbeh. Keywords: Loyalty, specific asset investment, satisfaction, service quality, trust.

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