Alfatiyah, Rini and Limakrisna, Nandan and Muharam, Hari (2024) Determinan Customer Trust Serta Implikasinya Terhadap Word Of Mouth (WOM) pada Perguruan Tinggi Swasta di Provinsi Banten. disertasi thesis, Univ. Pakuan.
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Abstract
The development of higher education in Indonesia is supported by the active participation of private universities, the number of which far exceeds the number of state universities. This research aims to find ways and strategies to increase Word of Mouth for Private Universities. The type of research carried out is descriptive survey and explanatory research survey. The population in this study were students from the Management Study Program in Banten Province from five private universities in Banten. The data taken was a sample of 395 respondents. Research data was collected using a questionnaire, then the data was analyzed using Structural Equation Modeling (SEM) and analysis using Lisrel 8.80. The research results obtained the following data: (1) Brand Image influences Customer Trust (2) Service Quality influences Customer Trust (3) Customer Relations Management influences Customer Trust (4) Customer Trust influences Word of Mouth (5) Brand Image influence on Word of Mouth (6) Service Quality influences Word of Mouth (7) Customer Relations Management influences Word of Mouth (8) There is no influence of Brand Image on WOM through Customer Trust (9) There is no influence of Service Quality on WOM through Customer Trust (10) There is an influence of Customer Relations Management on WOM through Customer Trust.
| Item Type: | Thesis (disertasi) |
|---|---|
| Subjects: | Pascasarjana > ILMU MANAJEMEN s3 |
| Divisions: | Pascasarjana > Ilmu Manajemen (S3) |
| Depositing User: | PERPUSTAKAAN PASCASARJANA UNPAK |
| Date Deposited: | 21 Oct 2024 02:34 |
| Last Modified: | 21 Oct 2024 02:34 |
| URI: | http://eprints.unpak.ac.id/id/eprint/8525 |
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