PERDANI, NOVSIA ANGGITA SHINTIA (2019) PENGARUH KOMUNIKASI GETOK TULAR POSITIF DAN PEMULIHAN LAYANAN PADA NIAT BEROBAT ULANG DIMEDIASI OLEH KEPUASAN PASIEN DI KLINIK ALTERNATIF HERBAL. Skripsi thesis, Universitas Setia Budi Surakarta.
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Abstract
The Research is aimed to examine The Influence of Positive Getok Tular, and Service Recovery toward the Intention For Retreatment and mediationd with Customer Satisfaction in Alternative Herbal Djeng Jumaroh Clinics Palembang be obtained to produce positive impact for Djeng Jumaroh Clinic. It will encourage intention to do re-treatment. The data were obtained by the quesioner shared to patient in Alternative Herbal Djeng Jumaroh Clinics Palembang. Sampling techniq used in this research is purposive sampling with 200 respondents of outpatient population. Analysis Structural Equation Model ( SEM ) with AMOS program was used in hypothesis test. The result of the research indicated that Positive Getok Tular, and Service has Recovery has significant influence toward the customer Intention to do retreatment, Positive Getok Tular has significant influence toward the Customer Satisfaction, Service Recovery has not significant influence toward the Customer Satisafaction. Keyword : Positive Word Of Mouth, Service Recovery, Customer Satisfaction, Intention for re-treatment.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Positive Word Of Mouth, Service Recovery, Customer Satisfaction,Intention for re-treatment |
| Subjects: | H Social Sciences > HC Economic History and Conditions |
| Divisions: | Fakultas Ekonomi > Prodi S1 Manajemen |
| Depositing User: | Mrs NOVI HANDAYANI |
| Date Deposited: | 01 Nov 2019 03:46 |
| Last Modified: | 01 Nov 2019 03:46 |
| URI: | http://repo.setiabudi.ac.id/id/eprint/3563 |
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