Analisis Peran Affective Attitude Dan Kepuasan Sebagai Variabel Mediasi Dalam Pengaruh Antara Kualitas Pelayanan Terhadap Willingness To Recommend dan Behavioural Intentions Bagai Perusahaan Tbk Yang Menggunakan Jasa Kap di Indonesia

Putra, Yongky Aditya (2012) Analisis Peran Affective Attitude Dan Kepuasan Sebagai Variabel Mediasi Dalam Pengaruh Antara Kualitas Pelayanan Terhadap Willingness To Recommend dan Behavioural Intentions Bagai Perusahaan Tbk Yang Menggunakan Jasa Kap di Indonesia. Undergraduate thesis, Universitas Internasional Batam.

Text Yongky Aditya Putra_0842101.pdf - Published Version Restricted to Repository staff only Download (2MB)

Abstract

Sumantri This research seeks to explore the factors predicting willingness to recommend and behavioural intentions in audit service firm. Behavioural intention was measured in terms of their intention to remain with their audit service firm in the next six months (short term behavioural intentions) and from six months to five years (long term behavioural intentions). Quantitative research was based on a questionnaire which is obtained via email of 392 companies listed in Indonesia. This research used 150 sample of companies listed with purposive sampling and the statistical methods that used in this research is regression method. The results indicate that affective attitude do not have mediating effect between service quality toward willingness to recommend and short term behavioural intention and have mediating effect between service quality toward long term behavioural intention. Satisfaction have mediating effect between service quality toward willingness to recommend and do not have mediating effect between service quality toward short term behavioural intention and long term behavioural intention. Keywords: Service Quality, Affective Attitude, Satisfaction, Willingness To Recommend, Short Term Behavioural Intentions, Long Term Behavioural Intentions

Actions (login required)

View Item