THE EXISTENCE OF OVERALL SATISFACTION IN SERVICE CUSTOMER RELATIONSHIP'S

Simple item page
dc.contributor.authorZulganef
dc.date.accessioned2013-10-07T02:15:08Z
dc.date.accessioned2019-10-22T01:07:48Z
dc.date.available2013-10-07T02:15:08Z
dc.date.available2019-10-22T01:07:48Z
dc.date.issued2006-09
dc.description-en_US
dc.description.abstractGarbarino and Johnson (1999)find that there is no correlation between overall satisfaction and loyalty in the field of customer relationship. Their$nding indicates that satisfaction is no longeran important issue in managing service organizations. This research investigates the existence of satisfaction in service organizations, which have relationships with customers. Contrary to Garbarino and Johnson's (1999) finding, this research finds that overall satisfaction, through commitment, has a relationship with loyalty. Hence, customer satisfaction is still a main issue with respect to managing service organizations, especially service organizations that have customer-relationship strategy. Survey method was conducted to test- 12 hypotheses, and the sample of this research is customers of credit cardholders and supermarket. cardholders. Sample size is 382 consisting of 196 (51.3%) credit cardholders and I86 (48.7%) supermarket cardholders. Data were analyzed using two-step structural equation modelling technique. In addition, this research also shows that investigators and managers should pay attention to affects, because affects have a unique role in relationship customer behavioren_US
dc.description.sponsorship-en_US
dc.identifier.citation-en_US
dc.identifier.issn1411-1128
dc.identifier.urihttp://repository.widyatama.ac.id/handle/123456789/2290
dc.publisherMAGISTER MANAGEMENT UGMen_US
dc.subjectaffectsen_US
dc.subjectcommitmenten_US
dc.subjectloyalty;en_US
dc.subjectoverall satisfaction;en_US
dc.subjectperceived quality;en_US
dc.subjecttrusten_US
dc.titleTHE EXISTENCE OF OVERALL SATISFACTION IN SERVICE CUSTOMER RELATIONSHIP'Sen_US
dc.typeArticleen_US
Files
Original bundle
Now showing 1 - 5 of 7
Thumbnail Image
Name:
COVER DEPAN JUIN 0003.pdf
Size:
253.94 KB
Format:
Adobe Portable Document Format
Description:
Download
Thumbnail Image
Name:
EDITOR JUIN 0003.pdf
Size:
376.48 KB
Format:
Adobe Portable Document Format
Description:
Download
Thumbnail Image
Name:
DAFTAR ISI JUIN 0003.pdf
Size:
253.47 KB
Format:
Adobe Portable Document Format
Description:
Download
Thumbnail Image
Name:
ABSTRAK JUIN 0003.pdf
Size:
348.66 KB
Format:
Adobe Portable Document Format
Description:
Download
Thumbnail Image
Name:
CONTENTS JUIN 0003.pdf
Size:
5.61 MB
Format:
Adobe Portable Document Format
Description:
Download
License bundle
Now showing 1 - 1 of 1
Thumbnail Image
Name:
license.txt
Size:
1.71 KB
Format:
Plain Text
Description:
Download
Collections
International Journal