Efektivitas Pelatihan Pelayanan Dalam Meningkatkan Pengetahuan Pelayanan, Kualitas Pelayanan, Dan Kepuasan Pengguna Perpustakaan

Bakar, Resekiani Mas; Himam, Fathul

doi:10.20885/intervensipsikologi.vol1.iss2.art4

Cited by 2 publications

(2 citation statements)

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“…Metode penelitian dalam jurnal ini merupakan metode penelitian kualitatif Dalam penelitian kualitatif maka diperlukan sebuah objek sebagai pengujinya (Bakar, 2008) . Selain itu, penelitian ini pun memerlukan hipotesis sebagai pengujinya.…”

Section: Metodologi Jenis Penelitianunclassified

Pengaruh Kualitas Layanan, Minat Beli Dan Kepuasan Pelanggan Dalam Membentuk Loyalitas Pelanggan

Nurkhalik

2020

Ekonam

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Abstrac This study aims to determine the effect of Service Quality, Buying Intention, and Customer Satisfaction factors on Rumah Makan Sop Kaki 999 Bandung Khas Mas Udin , this type of research uses a qualitative approach. the population of this study is Rumah Makan Sop Kaki 999 Bandung Khas Mas Udin consumers, and the samples used in this study were 62 respondents where data collection methods using a questionnaire, data analysis in this study uses the SPSS application, namely multiple linear regression analysis with the equation Y = a + b1x1 + b2x2 + b3x3. Based on the results of the analysis that has been described in the results obtained that the variable X1 Service Quality, variable X2 Buying Intention, and variable X3 Customer Satisfaction significantly influence the variable Y Consumer Loyalty decisions on Rumah Makan Sop Kaki 999 Bandung Khas Mas Udin. By 88.6% while the rest is influenced by other variables not research in this study. With a regression equation Y = 1,022 + 0,222 X1 + 0,721 X2 + 0,024 X3. Keywords:Service Quality Factors, Buying Intention,Customer Satisfaction

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Section: Metodologi Jenis Penelitianunclassified

Pengaruh Kualitas Layanan, Minat Beli Dan Kepuasan Pelanggan Dalam Membentuk Loyalitas Pelanggan

Nurkhalik

2020

Ekonam

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“…Customer satisfaction was measured with the scale adaptation of Bakar and Himam (2009). Customer satisfaction scale of Bakar dan Himam (2009) consisted of twenty-two items and involved five aspects: reliability, responsiveness, assurance, empathy, and tangibles.…”

Section: Customer Satisfaction Scalementioning

confidence: 99%

Switching Expression or Emotion: Emotional Labor Strategy on Negative Word of Mouth Mediated by Customer Satisfaction

Bakar

Amaliah

Hidayati

2019

JDM

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This experimental study aimed to examine the effect of emotional labor strategy towards the negative WOM mediated by customer satisfaction. Research of emotional labor context has widely examined its impacts on service employees. The limitations in several studies proved that the opportunity in the indirect effect of emotional labor strategy on negative word of mouth (WOM) is still available. Sixty-two participants were involved in this study and divided into two groups (deep acting versus surface acting) by using videos. PROCESS model moderation proved that emotional labor strategy indirectly affects the negative WOM, mediated by customer satisfaction. This study showed that deep acting strategy can enhance customer satisfaction, therefore the negative WOM can be diminished. In contrast, surface acting strategy affects the decrease of customer satisfaction and thus it can raise the intention of the negative WOM. Emotion modification would be more effective through the deep acting strategy in transmitting the positive emotion for the customer, than modification the expression. The satisfaction felt by the customer will decrease the intention to spread negative information about the service provider to other customers.

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Efektivitas Pelatihan Pelayanan Dalam Meningkatkan Pengetahuan Pelayanan, Kualitas Pelayanan, Dan Kepuasan Pengguna Perpustakaan

Cited by 2 publications

References 0 publications

Pengaruh Kualitas Layanan, Minat Beli Dan Kepuasan Pelanggan Dalam Membentuk Loyalitas Pelanggan

Pengaruh Kualitas Layanan, Minat Beli Dan Kepuasan Pelanggan Dalam Membentuk Loyalitas Pelanggan

Switching Expression or Emotion: Emotional Labor Strategy on Negative Word of Mouth Mediated by Customer Satisfaction

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