TSM Logo
   
   
   

> Elektronik Jurnal Bisnis dan Akuntansi

   
 

JURNAL BISNIS DAN AKUNTANSI
Vol. 17, No. 1a, November 2015

PENGARUH INTERPERSONAL, SERVICE QUALITY, DAN TRUST TERHADAP CUSTOMER SATISFACTION

DENNY FARABI

STIE Trisakti
farabi@stietrisakti.ac.id

 

PDF File

Official URL:
http://www.tsm.ac.id/JBA/JBAVOL17/PENGARUH INTERPERSONAL, SERVICE QUALITY, DAN TRUST TERHADAP CUSTOMER SATISFACTION

ABSTRACT:

The purpose of this study is to identify and analyze the influence of interpersonal, service quality, and trust toward customer satisfaction on erha clinic skin care kemanggisan west jakarta. The object of this study is consumer of The Erha Clinic. The samples were gathered from consumers of The Erha Clinic in kemanggisan west jakarta. The study used a purposive sampling method as a sampling technique, and was analyzed by structural equation modelling based on Partial Least Squares (PLS) to test the hypotheses. The research finding can be summarized as follows. First, interpersonal has a significant influence towards service quality and customer satisfaction. Second, service quality has a significant influence towards trust. Third, trust has a significant influence towards customer satisfaction. Overall, the exogenous variables that consist of interpersonal have a significant influence toward endogenous variable that consists of service quality, customer satisfaction, and trust.

Keyword :Interpersonal, Service Quality, Trust and Customer Satisfaction.
 
Peta Situs | Peta Kampus | Kontak
Trisakti School of management
Jl. Kyai Tapa No. 20. Grogol - Jakarta Barat 11440
Telp. 021.5666717 [HUMAS Ext. 260 & 290] Fax. 021.5635480
Copyright © 2009 Trisakti School of Management. All rights reserved.
Official Website :: Trisakti School of Management
Developed By: IT Team