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Steven Darwin
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Analisis Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Dengan Kepuasan Dan Kepercayaan Pelanggan Sebagai Variabel Intervening Pada Asuransi Jiwa Manulife Indonesia-Surabaya Darwin, Steven
Jurnal Strategi Pemasaran Vol 2, No 1 (2014): Jurnal Strategi Pemasaran
Publisher : Jurnal Strategi Pemasaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (78.005 KB)

Abstract

The purpose of this research are to know : (1) Influence of service quality (reliability, responsiveness, assurance, emphaty, tangible) to Customer Satisfaction, Trust, and Loyalty Manulife Indonesia in Surabaya. (2) Influence of Customer Satisfaction and Trust to Customer Loyalty Manulife Indonesia in Surabaya.            This research is taken 100 consumers of Manulife Indonesia while data is collected by using questionnaire. Analysis technique use Structural Equation Modeling (SEM) and processed using software AMOS version 16.0.            The result shows there are significant correlation between service quality to customer satisfaction, trust and not significant correlation between customer loyalty and there is significant correlation between customer satisfaction and trust to customer loyalty. 
Analisis Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Dengan Kepuasan Dan Kepercayaan Pelanggan Sebagai Variabel Intervening Pada Asuransi Jiwa Manulife Indonesia-Surabaya Steven Darwin
Jurnal Strategi Pemasaran Vol 2, No 1 (2014): Jurnal Strategi Pemasaran
Publisher : Jurnal Strategi Pemasaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (642.779 KB)

Abstract

The purpose of this research are to know : (1) Influence of service quality (reliability, responsiveness, assurance, emphaty, tangible) to Customer Satisfaction, Trust, and Loyalty Manulife Indonesia in Surabaya. (2) Influence of Customer Satisfaction and Trust to Customer Loyalty Manulife Indonesia in Surabaya.            This research is taken 100 consumers of Manulife Indonesia while data is collected by using questionnaire. Analysis technique use Structural Equation Modeling (SEM) and processed using software AMOS version 16.0.            The result shows there are significant correlation between service quality to customer satisfaction, trust and not significant correlation between customer loyalty and there is significant correlation between customer satisfaction and trust to customer loyalty. 
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