PENGARUH KEPUASAN KONSUMEN, KUALITAS PELAYANAN DAN INSENTIF TERHADAP PERILAKU WOM (WORD-OF-MOUTH) KONSUMEN JASA ANGKUTAN PENUMPANG BIS DI PURWOKERTO (Studi Pada Bis Patas Efisiensi Purwokerto-Yogyakarta)

RIYADI, SUGENG (2011) PENGARUH KEPUASAN KONSUMEN, KUALITAS PELAYANAN DAN INSENTIF TERHADAP PERILAKU WOM (WORD-OF-MOUTH) KONSUMEN JASA ANGKUTAN PENUMPANG BIS DI PURWOKERTO (Studi Pada Bis Patas Efisiensi Purwokerto-Yogyakarta). Bachelor thesis, UNIVERSITAS MUHAMMADIYAH PURWOKERTO.

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Abstract

This study aims to analyze the influence of the consumers satisfaction, service quality and the incentive toward word-of-mouth behavior at efisiensi bus service in Purwokerto. The sampling technique used is purposive sampling with the sampling criteria is pasanger of Efisiensi bus Purwokerto-Yogyakarta that have used more than once The results of this study concludes that the consumer satisfaction and service quality partially influence the word-of-mouth behavior of Efisiensi bus pasanger in Purwokerto. While incentive did not influence. Consumer satisfaction, service quality and incentive simultaneously influence the word-of-mouth behavior Efisiensi pasanger in Purwokerto.

Item Type: Thesis (Bachelor)
Additional Information: Pembimbing: Dra. Tri Septin M.R M.Si dan Herni Justiana A S.E., M.Si.,
Uncontrolled Keywords: Kepuasan Konsumen, Kualitas Pelayanan dan Perilaku WOM, consumer satisfaction, service quality, incentive and word-of-mouth behavior .
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HG Finance
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Riski Wismana
Date Deposited: 23 Aug 2017 02:18
Last Modified: 23 Aug 2017 02:18
URI: http://repository.ump.ac.id/id/eprint/3507

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