The Influece Of Service Quality And Relational Efforts To Transaction Satisfaction, Relational Outcomes And Customer Retention On Retail In The City Of Banjarmasin

Ritawaty, Hj. Noor (2019) The Influece Of Service Quality And Relational Efforts To Transaction Satisfaction, Relational Outcomes And Customer Retention On Retail In The City Of Banjarmasin. Doctoral thesis, Untag 1945 Surabaya.

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Abstract

ABSTRACT The purpose of this study was to determine the effect of service quality and relational efforts on transaction satisfaction, relational outcomes and customer retention in retail businesses in the city of Banjarmasin. The sample used in this study were 200 respondents with a purposive sampling method, which is a sampling technique in which the researcher determines the sampling by determining specific characteristics that fit the purpose of the study so that it is expected to answer the research problem. The analysis technique used to answer the hypothesis in this study is to use a structural equation model (structural Equation Model or SEM) using the AMOS and SPSS programs. The results of this study indicate that of the 9 hypotheses there are 7 that have a significant effect, namely: Service quality has a significant effect on customer satisfaction, on retail transactions in Banjarmasin. Service quality has a significant effect on retail customer retention in the city of Banjarmasin. Relational Efforts significantly influence customer satisfaction in Banjarmasin. Relational efforts have a significant effect on relational outcomes. Transaction satisfaction has a significant effect on the results of relational retail customers in the city of Banjarmasin. Transaction Satisfaction has a significant effect on customer retention of retail customers in the city of Banjarmasin. The results of the relationship have a significant effect on customer decisions in the city of Banjarmasin, the quality of service has a significant effect on the retention of retail customers in the city of Banjarmasin, the relational effort has a significant effect on satisfaction of retail transactions in the city of Banjarmasin, the relational effort has a significant effect on the relational outcomes of retail customers in the city of Banjarmasin, the satisfaction of the transaction has an effect significant towards retail customer relational outcomes in Banjarmasin City, transaction satisfaction has a significant effect on retail customer retention in Banjarmasin, relational outcomes significantly influence retail customer retention in Banjarmasin. Whereas two other hypotheses that are not significant are: service quality has no significant effect on relational outcomes and relational efforts have insignificant effect on retail customer retention in Banjarmasin. Recommendations that the authors can point out in this study are Improving service quality with retail policy programs, Improving retailers' relational efforts through personalization with customers, Improving retail transaction satisfaction through improving customer-employee interactions, Increasing retail relational outcomes through maintaining customer trust and Always be careful about price increases policies.

Item Type: Thesis (Doctoral)
Uncontrolled Keywords: Service Quality, Relational Efforts, Transaction Satisfaction, Relational Outcome, Customer Retention
Subjects: H Social Sciences > HB Economic Theory
Divisions: Fakultas Ekonomi dan Bisnis > Doktor Ilmu Ekonomi
Depositing User: Didik Ahmad
Date Deposited: 09 Mar 2022 01:52
Last Modified: 09 Mar 2022 01:52
URI: http://repository.untag-sby.ac.id/id/eprint/15085

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