Junaidi, Sagir (2012) Pengaruh Berantai Relationship Effort Dan Relationship Outcome Serta Transaction Satisfaction Terhadap Customer Retention Pada Supermarket Food Oriented di Kota Mataram. Pengaruh Berantai Relationship Effort Dan Relationship Outcome Serta Transaction Satisfaction Terhadap Customer Retention Pada Supermarket Food Oriented di Kota Mataram, 12 (1). pp. 149-165. ISSN ISSN : 1693-0975
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Abstract
The purpose of this research is to examine the effect of (1) relationship effort on relationship outcome, (2) relationship effort on transaction satisfaction, (3) customer satisfaction on relationship outcome, (4) relationship outcome on customer retention, (5) transaction satisfaction on customer retention, and (6) relationship effort on customer retention. This is an associative research using purposive sampling amount 140 respondent. Data were analyzed by Structural Equation Model (SEM). The result shows that (1) relationship effort has no effect on relationship outcome, (2) relationship effort has effect on transaction satisfaction, (3) relationship effort has no effect on customer retention, (4) transaction satisfaction has no effect on relationship outcome, (5) transaction satisfaction has no effect on customer retention, and (6) relationship outcome has effect on customer retention. this research suggests: (1) for the next research is better using another object which different from food oriented supermarket or commontly modern retailer (2) the next research can extend the factors which can have an effect on customer retention, and (3) to explore the relationship effort implementation on organization in this research will be interest cause kind of the responden perception which cannot be limited the indicator.
| Item Type: | Article |
|---|---|
| Keywords (Kata Kunci): | relationship effort, transaction satisfaction, relationship outcome, customer retention, and structural equation model (SEM). |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Fakultas Ekonomi |
| Depositing User: | Drs. H. Junaidi Sagir MBA |
| Date Deposited: | 19 Aug 2022 14:48 |
| Last Modified: | 08 Mar 2023 05:18 |
| URI: | http://eprints.unram.ac.id/id/eprint/29665 |
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