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Jurnal ISEI Tahun 2009

HUBUNGAN ANTARA SIKAP TERHADAP BUKTI FISIK, PROSES, DAN KARYAWAN DENGAN KUALITAS KETERHUBUNGAN, SERTA PERANANNYA DALAM MENIMBULKAN NIAT ULANG MEMBELI DAN LOYALITAS

HUBUNGAN ANTARA SIKAP TERHADAP BUKTI FISIK, PROSES, DAN KARYAWAN DENGAN KUALITAS KETERHUBUNGAN, SERTA PERANANNYA DALAM MENIMBULKAN NIAT ULANG MEMBELI DAN LOYALITAS

Penulis: Zulganef - Universitas Widyatama Bandung [ 25/6/2007 ]

 

This research examines and compares two previous researches ( Gabrino dan Johnson, 1999 and Wulf, Schroeder, dan Iacobucci )which have a contrary result. Garbarino and Johnson ( 1999 ) found that relationship quality dimensions has a different role, whereas Wulf, Schroeder, and Iacobucci ( 2001 ) found that these dimensions have the some role. In addition, this research supports the idea that relationships quality in customer relationship has different role, but the differences are different from Garbarino and Johnson (1999 ) finding.




Keywords : Attitude, People, Process, Physical Evidence, Servqual, Relationship quality,
Loyalty, and Repurchase Intention