Artikel Ilmiah : P2CB08048 a.n. EKA NOVITA ARGARINI
| NIM | P2CB08048 |
|---|---|
| Namamhs | EKA NOVITA ARGARINI |
| Judul Artikel | RELATION BENEFITS DALAM INDUSTRI RETAIL: PERSPEKTIF PELANGGAN DAN PERUSAHAAN (STUDI KASUS DI KABUPATEN BANYUMAS) |
| Abstrak (Bhs. Indonesia) | Penelitian ini dilakukan pada industry retail di Kabupaten Banyumas dengan judul: “Relation Benefits Dalam Industri Retail: Perspektif Pelanggan Dan Perusahaan (Studi Kasus Di Kabupaten Banyumas) ” Tujuan Penelitian ini adalah untuk mengetahui pengaruh Confidence benefits, social benefits, special treatment terhadap satisfaction with contact personnel, satisfaction with the company, loyalitas to the contact personnel, loyalty to the company, customer personel word of mouth dan company word of mouth. Alat analisis yang digunakan Structural Equation Modeling (SEM). Dari hasil penelitian dan analisis data diperoleh kesimpulan bahwa: Confidence benefits, social benefits, specials treatment berpengaruh positif terhadap satisfaction with the contact personnel. Satisfaction with contact personnel berpengaruh positif terhadap satisfaction with the company. Satisfaction with contact personnel berpengaruh positif terhadap loyalty to the contact personnel. Satisfaction with the company berpengaruh positif terhadap loyalty to the company. Social benefits berpengaruh positif terhadap loyalty to the contact personnel. Loyalty to the contact personnel berpengaruh positif terhadap loyalty to the company. Satisfaction with contact personel berpengaruh positif terhadap Contact personnel word of mouth. Satisfaction with the company berpengaruh positif terhadap company word of mouth. Customer contact personnel Word of mouth berpengaruh positif terhadap company Word of mouth. Berdasarkan kesimpulan di atas, untuk meningkatkan favorable word of mouth maka penyedia produk retail perlu meningkatkan Confidence benefits, social benefits dan special treatment tau hubungan marketing dengan pelanggan yang labih baik sebab akan dapat menimbulkan kepuasan pelanggan terhadap karyawan maupun perusahaan yang dampaknya terhadap loyalitas terhadap kontak personnel maupun loyalitas terhadap perusahaan serta akhirnya menimbulkan adanya favorable word of mouth. Berdasarkan hasil penelitian dan keterbatasan yang ada pada penelitian ini segi model struktural yang digunakan, model ini sudah baik dilihat dari uji cofirmatory dan goodness-of-fit, akan tetapi Penelitian mendatang perlu mempertimbangkan apakah ada perbedaan antara pelanggan yang sedang bertransaksi dengan yang tidak sedang bertransaksi dalam menjelaskan hubungan structural penelitian. Hal ini karena dimungkinkan pelanggan yang sedang bertransaksi dan yang dalam keadaan tidak sedang bertransaksi ketika diminta untuk mengisi daftar pertanyaan yang disodorkan akan memberikan respon yang berbeda. Perlu juga untuk menguji model structural dalam seting industri yang berbeda dilihat dari klasifikasi (produk) atas dasar tingkat kontak antara pelanggan dengan penyedia produk. |
| Abtrak (Bhs. Inggris) | The research was conducted on retail industry in Banyumas with the title: "Relationship of Benefits In Retail Industry: Customer Perspectives And Company (Case Studies Banyumas)" The purpose of this study was to determine the effect of Confidence benefits, social benefits, special treatment on satisfaction with contact personnel, satisfaction with the company, loyalty to the contact personnel, loyalty to the company, customer personnel and company word of mouth word of mouth. The analysis tool used Structural Equation Modeling (SEM). From the results of research and data analysis concluded that: Confidence benefits, social benefits, treatment specials has a positive influence on satisfaction with the contact personnel. Satisfaction with contact personnel has a positive influence satisfaction with the company. Satisfaction with contact personnel has a positive influence loyalty to the contact personnel. Satisfaction with the company has a positive influence loyalty to the company. Social benefits positive influence on loyalty to the contact personnel. Loyalty to the contact personnel has a positive influence loyalty to the company. Satisfaction with contact personnel has a positive influence word of mouth Contact personnel. Satisfaction with the company a positive influence on word of mouth company. Customer contact personnel Word of mouth has a positive influence company Word of mouth. Based on the conclusions above, to enhance favorable word of mouth the retail product providers need to improve Confidence benefits, social benefits and special treatment tau marketing relationships with customers who seem to be more good reason can lead to customer satisfaction and the company's employees are its impact on loyalty to the contact personnel and loyalty to the company and ultimately lead to a favorable word of mouth. |
| Kata kunci | Confidence Benefits, Social Benefits, Special Treatment, Satisfaction with Contact Personnnel, Satisfaction with the Company, Loyalty to the Contact Personnel, Loyalty to the Company, Contact Personel Word of Mouth, Customer Personnel Word of Mouth dan Company Word of Mouth. |
| Pembimbing 1 | Prof. Dr. H. Agus Suroso, MS |
| Pembimbing 2 | Dra. Sri Murni Setyawati, M.M. Ph.D |
| Pembimbing 3 | |
| Tahun | 2012 |
| Jumlah Halaman | 16 |
| Tgl. Entri | (belum diset) |