Analisis Pengaruh Distributive Justice, Procedural Justice dan Interactional Justice Terhadap Trust, Word of Mouth dan Loyalty dengan Customer Satisfaction Sebagai Variabel Intervening

Deslini, Deslini (2010) Analisis Pengaruh Distributive Justice, Procedural Justice dan Interactional Justice Terhadap Trust, Word of Mouth dan Loyalty dengan Customer Satisfaction Sebagai Variabel Intervening. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

The global market are increasingly competitive, firms are required to satisfy its customer in order to achieve a customer loyalty. Customer loyalty is a key for a firm to succeed and creating customer trust also will form a positive word of mouth from customer toward a firms. Therefore purpose of this study is to know whether the impact among trust, word of mouth and loyalty with customer satisfaction is an intervening variable. The population in this study is users of cellular telephone services. Sample used are undergraduates at UIB which using Telkomsel, Indosat, and Excelcomindo cellular phone services. The method for selecting sample is using nonprobability method with technique of judgment sampling. The Data collection technique that had been used for this research is survey method by spreading the questionnaire. Result of this study indicated that procedural justice has no effect on customer satisfaction, interactional justice and distributive justice give effect on customer satisfaction, customer satisfaction react on trust, customer satisfaction react on word of mouth, and customer satisfaction also react on consumer loyalty. Keywords: Procedural justice, Interactional justice, Distributive justice, Customer Satisfaction, Trust, Word of Mouth, Loyalty

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