Pengaruh Kepuasan, Komitmen, dan Perceived Support for Customer Terhadap Loyalitas, Kerjasama, dan Partisipasi Pelanggan Sebagai Partner Dalam Penyampaian Pelayanan di Lembaga Pendidikan Tinggi  

Oleh:

Xavier, Helio Augusto da Costa

Jenis: Article from Journal - ilmiah nasional - tidak terakreditasi DIKTI - atma jaya
Dalam koleksi: Telaah Manajemen: Jurnal Riset & Konsep Manajemen vol. 2 no. 2 (Nov. 2007), page 136-155.
Topik: Customer Voluntary Performance; Commitment; Satisfaction; Perceived Support For Customer; Loyalty
Fulltext: 136-155.pdf (177.56KB)

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: TT32.2 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada	Lihat Detail Induk
Perpustakaan PKPM Nomor Panggil: T39 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada	Lihat Detail Induk

Isi artikel

The main purpose of this study is to examine the effect of commitment, satisfaction, and perceived support for customers which are considered as antecedents of customer voluntary performance. Interrelationships among these variables are also considered. The respondents chosen for this study, 333 students, are students of post graduate schools from eight universities. Data were collected by using surveys. By using structural equation modeling (SEM) in examining the interrelationships among these variables, we argue that the results provide support for nine of the twelve hypothesized relationship. Implications of the study for researchers and managers will also be discussed in the paper.

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