Analisis Pengaruh Service Expectation dan Service Confirmation Terhadap Satisfaction Sebagai Variabel Intervening Serta Loyalty

Tamaka, Benedhika (2010) Analisis Pengaruh Service Expectation dan Service Confirmation Terhadap Satisfaction Sebagai Variabel Intervening Serta Loyalty. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

This study purposes an integrated frameworks explaining loyalty responses and this research conseptualizes and tests an integrative model of customer loyalty by linking two important theories: expectation and confirmation theory and self determination theory. The findings of this study show that the proposed model helps to learn about formation and its mediating mechanism inservice contexts. Intrinsic regulation and identified regulation may be applied as two potential checkpoints for management to learn the actual status of customer loyalty based on a constant service quality offered by the service provider. Method for the Samples selection is using non-probability method with purposive sampling and the population is consumer salon Johnny Andrean, The Guh Wijaya, and Christhopher in Batam by totals sample as much 180 respondents. The result have contained positive influences between service expectation and satisfaction, trust and satisfaction, service confirmation and satisfaction, perceived service performance and service confirmation, contained negative influences between service expectation and service confirmation, intrinsic regulation and loyalty, perceived value and satisfaction. Keywords: Loyalty, Service Expectation, Service Confirmation, Satisfaction, Trust, Intrinsic Regulation, Identified Regulation.

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