BALIMULA, YULIANA MARCELLA (2019) PENGARUH ORIENTASI PEMASARAN HUBUNGAN (KEPERCAYAAN, KOMITMEN, KOMUNIKASI, KEPUASAN DAN EMPATI) TERHADAP KESETIAAN PELANGGAN YANG DIMODERASI OLEH PENDAPATAN. Skripsi thesis, Universitas Setia Budi Surakarta.
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Abstract
This study aims to examine the effect of Relationship Marketing Orientation (Trust, Commitment, Communication, Satisfaction, and Empathy) on Customer Loyalty that is moderated by Income. Relationship marketing is a way of increasing the company's long-term growth and customer maximum satisfaction by increasing the interaction and favorable conditions between the company and consumers, suppliers, or other organizations. Relationship Marketing is very necessary for a service company especially in health services to build long-term relationships with their customers. This study uses Quantitative Methods. Data obtained through questionnaires as many as 65 not a BPJS patients Dr. Moewardi Surakarta Hospital. The sampling technique used in this study was purposive sampling technique. Hypothesis testing is done by using simple and multiple regression analysis with Moderator variables with the help of SPSS 21.0 for windows release. The results in this study show Trust, Commitment, and Empathy affect Customer Loyalty. In addition, Communication and Satisfaction have no effect on Customer Loyalty. On the other hand, Income does not moderate the relationship between Trust, Commitment, Communication, Satisfaction and Empathy in Customer Loyalty. Keywords: Relationship Marketing, Trust, Commitment, Communication, Satisfaction, Empathy, Customer loyalty and Income
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Relationship Marketing, Trust, Commitment, Communication, Satisfaction, Empathy, Customer loyalty and Income |
| 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 03:35 |
| Last Modified: | 01 Nov 2019 03:35 |
| URI: | http://repo.setiabudi.ac.id/id/eprint/3607 |
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