Analisis Pengaruh Technical Qualtiy, Functional Quality, Relationship Satisfaction, Trust dan Commitment Terhadap Loyalty

Santoso, Budi (2011) Analisis Pengaruh Technical Qualtiy, Functional Quality, Relationship Satisfaction, Trust dan Commitment Terhadap Loyalty. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

This research was conducted to analyze the impact of functional quality, technical quality, relationship satisfaction, trust and commitment to loyalty on Batam Muka Kuning manufacture industry. Manufacture industry which was taken in this research, such as have cooperative relationship with supplier. The primary data obtained directly from the object of research. The respondents were all the manager and supervisor. Questionnaires were distributed 297 questionnaires. The sampling method used is based on the non probability sampling. Results showed that relationship technical quality, functional quality, relationship satisfaction, trust and commitment are affect loyalty. The statistical methods used to test the research hypothesis is a multiple regression method and single regression method with more than one independent variable units. As an independent variable is consists of five dimensions of technical quality; functional quality; relationship satisfaction; trust and commitment, loyalty while as the dependent variable is the customer. Keywords: Funtional quality, Technical quality, Relationship satisfaction, Trust, Commitment and Loyalty.

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