PERAN KEBAHAGIAAN DALAM MEMODERASI HUBUNGAN ANTARA KEPUASAN DAN KEPERCAYAAN YANG DIPERSEPSIKAN DENGAN KOMITMEN AFEKTIF PADA KONTEKS PELAYANAN KESEHATAN

Jepriani, Linsa (2017) PERAN KEBAHAGIAAN DALAM MEMODERASI HUBUNGAN ANTARA KEPUASAN DAN KEPERCAYAAN YANG DIPERSEPSIKAN DENGAN KOMITMEN AFEKTIF PADA KONTEKS PELAYANAN KESEHATAN. Skripsi thesis, Universitas Setia Budi Surakarta.

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Abstract

This study aimed to examine the effect of customer satisfaction, perceived trust, and customer affective commitment that moderated by customer happiness. Commitment is necessary for a company because if the customer is commited will be able to assist the company in carrying out operational activities. Customer commitment can be influenced by customer satisfaction and customer perceived trust reinforced by customer happiness. Data were obtained from questionnaires distribution to outpatien patient RSUD Sukoharjo. The sampling technique that used in this study is purposive technique. Hypothesis were tested by Structural Equation Modelling (SEM) and multilevel regression analysis. The result of this study indicates that customer satisfaction affects the perceived trust. In addition, the perceived customer trust affects the customer’s affective commitment and customer satisfaction also affects the customer’s affective commitment. In addition, customer happiness reinforces the relationship between perceived trust and affective commitment and between customer satisfaction and affective commitment. Keywords : customer satisfaction, perceived trust, commitment affective, and customer happiness.

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: Keywords : customer satisfaction, perceived trust, commitment affective, and customer happiness.
Subjects: H Social Sciences > HB Economic Theory
Divisions: Fakultas Ekonomi > Prodi S1 Manajemen
Depositing User: Herera Gadys USB
Date Deposited: 22 Feb 2019 07:23
Last Modified: 22 Feb 2019 07:23
URI: http://repository.setiabudi.ac.id/id/eprint/67

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