PENGARUH KEPERCAYAAN DAN KEPUASAN PELANGGAN TERHADAP WORD OF MOUTH, NIAT BELI ULANG DAN RETENSI PELANGGAN PADA KONSUMEN LUWAK WHITE KOFFIE
DI SURABAYA
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
TARIGAN, HENNY TIONA
Subject
658.8 - MANAGEMENT OF MARKETING
Datestamp
2017-11-23 03:55:41
Abstract :
Currently issues taht faced coffe brands such as Kopiko, Kapal Api, Top, ABC are emerging new competitors with Kopi Luwak product from PT. Java Prima Abadi. To be still get consumer?s trust especially in Surabaya Luwak Koffie must be keep taste quality, trust and customer satisfaction are psychological are that get attention to take what it is based on good behavior expectation from another then could be make consumer has repurchase intetntion on Luwak White Koffie. Theoretical foundation from each definition like as trust definition and customer retention definition as well as correlation explanantion among variables. Then research method that used is descriptive research where in this study describes on Trust Influence (X1) and custmer satisfaction (X2) on WOM (Y1), repurchase intention (Y2) and customer retention (Y3) in consumers of Luwak White Koffie of Surabaya, sample taken 100 respondents. The analysis technique employed here are validity and reliability tests, classic assumption test, and multiple linear regression analysis. Keyword:Trust, Customer Satisfaction, Word of Mouth, Repurchase Intention, Customer Retention.
Currently issues taht faced coffe brands such as Kopiko, Kapal Api, Top, ABC are emerging new competitors with Kopi Luwak product from PT. Java Prima Abadi. To be still get consumer?s trust especially in Surabaya Luwak Koffie must be keep taste quality, trust and customer satisfaction are psychological are that get attention to take what it is based on good behavior expectation from another then could be make consumer has repurchase intetntion on Luwak White Koffie. Theoretical foundation from each definition like as trust definition and customer retention definition as well as correlation explanantion among variables. Then research method that used is descriptive research where in this study describes on Trust Influence (X1) and custmer satisfaction (X2) on WOM (Y1), repurchase intention (Y2) and customer retention (Y3) in consumers of Luwak White Koffie of Surabaya, sample taken 100 respondents. The analysis technique employed here are validity and reliability tests, classic assumption test, and multiple linear regression analysis. Keyword:Trust, Customer Satisfaction, Word of Mouth, Repurchase Intention, Customer Retention.
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