Skripsi

Pengaruh kepercayaan terhadap kepuasan pelanggan: moderasi customer experience pada Malaka Tour Organizer / Kristin Kusuma Wardani

Abstrak
ABSTRAK Wardani Kristin Kusuma 2017. The Effect of Trust on the Customers Satisfaction at Malaka Tour Organizer Using Moderated Analysis of the Customer Experience. Sarjana s Thesis. Department of Management Faculty of Economics. Universitas Negeri Malang. Advisor Handri Dian Wahyudi S.E M.Sc. Keyword Trust customers satisfaction customers experience The business competition which is increasingly incisive demands every company to be able to increase the customer satisfaction as one of the successful keys of a company. By presenting positive experience and preserving trust the existence of the customer satisfaction will be supported. If the customers receive the positive experience they will believe toward the company so that it will also assist the existence of the customers satisfaction. The aim of this study is to know the effect of the trust toward the customer satisfaction at Malaka Tour Organizer. This study conducted to know whether or not the customer experience can moderate the effect of the trust toward the customer satisfaction at Malaka Tour Organizer. The variable being examined is trust customer experience and customers satisfaction. This study uses a quantitative research design. The population of this study is all of the Malaka Tour Organizer s customers. By using the Slovin formula 127 customers as the number of the sample are obtained. The sampling technique being used is simple random sampling and the technique to collect the data is questionnaire. The analysis tool to operate this study is Moderated Regression Analysis. The result of this study is the trust effects significantly toward the customer satisfaction at Malaka Tour Organizer and customer experience can moderate the effect of the trust toward the customers satisfaction at Malaka Tour Organizer. The researcher has some suggestions for Malaka Tour Organizer such as the company should pay attention more to the services given to the customers especially when the customers need help such as putting on concern to the customers who experience problems and offering a solution so that these actions can raise the trust at Malaka Tour Organizer. In addition Malaka Tour Organizer should always make efforts to advance the service so that it can bestow a positive experience to the customers and make them never regret using Malaka Tour Organizer s service.

Informasi Detail

DDC

Rs 658.8343 WAR p

Prodi

Universitas Negeri Malang. Program Studi Manajemen, 2017.

Deskripsi Fisik

vii, 83 lembar, il. : tab.; 30 cm

Bahasa

Indonesia

No Reg

02228/KI/17

Edisi

Skripsi (Sarjana)--Universitas Negeri Malang. 2017

Subjek

1. KONSUMEN, KEPUTUSAN
2. CONSUMER SATISFACTION

Pembimbing

1. Handri Dian Wahyudi

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