View Item 
  •   Unmul Repository Home
  • Others
  • Turnitin Report
  • View Item
  •   Unmul Repository Home
  • Others
  • Turnitin Report
  • View Item
JavaScript is disabled for your browser. Some features of this site may not work without it.

Turnitin Report - The Effect of Marketing Mix and Service Performance to Customer Loyalty Through Customer Satisfaction

Thumbnail
View/Open
The Effect of Marketing Mix and Service Performance to Customer Loyalty Through Customer Satisfaction.pdf (2.692Mb)
The Effect of Marketing Mix and Service Performance to Customer Loyalty Through Customer Satisfaction.pdf (2.692Mb)
Date
2018-03-25
Author
Hidayati, Tetra
Metadata
Show full item record
Abstract
This paper aims to investigate the mediating effects of service performance and customer satisfaction on the relationship between marketing mix and the customer loyalty in the customer business rates of PT Perusahaan Listrik Negara (Persero) Samarinda Area. Based on a sample of 181 customers and using structural equation modeling approach, the one dimensions of customer convenience are found to have positive effects on service performance, the five dimension of customer solution – customer satisfaction, customer convenience – service performance, customer convenience – customer satisfaction, service performance – customer satisfaction and service performance – customer loyalty are found to have positive effects on customer business rate of PT Perusahaan Listrik Negara (Persero) Samarinda Area. The finding of the study suggest that service performance and customer satisfaction partially mediates the effects of customer solution and customer convenience on customer loyalty. The effects of customer convenience on customer satisfaction and customer loyalty are fully mediated by service performance.
URI
http://repository.unmul.ac.id/handle/123456789/5952
Collections
  • Turnitin Report [1573]

Repository Universitas Mulawarman copyright ©   LP3M Universitas Mulawarman
Jalan Kuaro Kotak Pos 1068
Telp. (0541) 741118
Fax. (0541) 747479 - 732870
Samarinda 75119, Kalimantan Timur, Indonesia
Contact Us | Send Feedback
 

 

Browse

All of Unmul RepositoryCommunities & CollectionsBy Issue DateAuthorsTitlesSubjectsThis CollectionBy Issue DateAuthorsTitlesSubjects

My Account

Login

Repository Universitas Mulawarman copyright ©   LP3M Universitas Mulawarman
Jalan Kuaro Kotak Pos 1068
Telp. (0541) 741118
Fax. (0541) 747479 - 732870
Samarinda 75119, Kalimantan Timur, Indonesia
Contact Us | Send Feedback