Please use this identifier to cite or link to this item: https://ptsldigital.ukm.my/jspui/handle/123456789/394428
Title: Analisis dimensi kualitas jasa terhadap kepuasan dan loyalitas pada high dan low contact service
Authors: Haryanto
Conference Name: International Seminar Empowering Economy & business in Free Trade Era
Keywords: Low contact service
High contact service
Conference Date: 13/12/2005
Conference Location: Fakultas Ekonomi Universitas Muhammadiyah Surakarta
Abstract: This research aims to explore the relationship between satisfaction with loyalty and the service dimension (technical and functional) toward on the high and low contact service. There are asymmetrical relationship between satisfaction and loyalty, the more the consumers are satisfied, the less they are switched. The differences of low contact service and high contact service in the case of creating satisfaction are l) the low contact service are influenced by functional dimension, 2) the high contact service are influenced by technical dimension.
Pages: 1-10 p.
Call Number: sem HD30.4.I537 2005
Publisher: Fakultas Ekonomi, Universitas Muhammadiyah Surakarta
Appears in Collections:Seminar Papers/ Proceedings / Kertas Kerja Seminar/ Prosiding

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