Analisis Pengaruh Comfort Terhadap Active Voice dengan Satisfaction, Trust Dancommitment Sebagai Variabel Intervening

Debora, Diva (2010) Analisis Pengaruh Comfort Terhadap Active Voice dengan Satisfaction, Trust Dancommitment Sebagai Variabel Intervening. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Competition in the business world increasingly stringent in this era of globalization encourages companies must create strategies appropriate to be able to compete with competitors, as well as on trade in services. Comfort can create satisfaction, trust and commitment to service users and reduce the active voice of the service users. With increased comfort, satisfaction, trust and customer commitment, is expected to increase customer loyalty so that consumers will doing repurchase to the products or services. This sample is refer to someone who ever use the hotel services. This research tested using a sample of 120 respondents to the survey method of distributing the questionnaires to the respondents' hotel service users in Batam. Data obtained was processed by using SPSS version 17. The method used to analyze these data is by using simple methods and multiple regression. This study shows the results of that comfort has a significant influence on satisfaction. Comfort and satisfaction has a significant relationship of trust. Comfort and trust them significant influence on commitment, while satisfaction does not affect significantly to the commitment. Similarly comfort not affect significantly to the active voice, while commitment and satisfaction significantly affect the active voice. Keyword: Comfort, Satisfaction, Trust, Commitment, Active voice.

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