ANALISIS PENGARUH EFEKTIFITAS KOMUNIKASI DAN KUALITAS JASA (SERVICE QUALITY) TERHADAP RELATIONSHIP COMMITMENT PADA KONSUMEN LARISSA DI SURAKARTA.

NUGROHO, WANGSIT (2009) ANALISIS PENGARUH EFEKTIFITAS KOMUNIKASI DAN KUALITAS JASA (SERVICE QUALITY) TERHADAP RELATIONSHIP COMMITMENT PADA KONSUMEN LARISSA DI SURAKARTA. Other thesis, Universitas Sebelas Maret.

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    Abstract

    An effective communication affects significantly the successful relationship between the company and its consumers, because the relationship sustainability depends on how they communicate. The objectives of research is to find out the effect of communication effectiveness on the consumers’ perception technical quality and functional quality, trust, relationship commitment in Larissa Salon Surakarta. Based on the problems and objectives above, the following hypothesis are proposed: (1) the communication effectiveness has a direct effect on the establishment of consumers’ relationship commitment, (2) the communication effectiveness has a direct effect on the perception on technical quality, (3) the communication effectiveness has a direct effect on the perception on functional quality, (4) the communication effectiveness has a direct effect on the trust establishment, (5) trust has a direct effect on the establishment of consumers’ relationship commitment, (6) the higher perception on technical quality has an effect on the establishment of consumers’ relationship commitment, (7) the higher perception on technical quality has an effect on the establishment of consumers’ trust, and (8) the higher perception on functional quality has an effect on the establishment of consumers’ trust. The population of research is all consumers of Larissa salon in Surakarta, the sample of which were 131 respondents. The research method employed was survey method, while the sampling technique used was non probability sampling with the purposive sampling technique. The data collection was done using questionnaire given to the respondents. The data validity was tested using the validity and reliability tests to verify the data validity. SEM (Structural Equation Modeling) test was used for explaining the inter-variable relationship to be studied. The result of research shows that: (1) there is a positive effect of communication effectiveness on the relationship commitment (β = 0.566; CR = 2.420), (2) there is a positive effect of communication effectiveness on the technical quality (β = 0.619; CR = 3.297), (3) there is a positive effect of communication effectiveness on the functional quality (β = 0.575; CR = 3.110), (4) there is a positive effect of communication effectiveness on the trust (β = 0.610; CR = 3.245), (5) there is a positive effect of communication effectiveness on the relationship commitment (β = 0.374; CR = 2.576), (6) there is a positive effect of technical quality perception on the relationship commitment (β = 0.292; CR = 2.033), (7) there is a positive effect of technical quality perception on the trust (β = 0.214; CR = 2.102), and (8) there is a positive effect of functional quality perception on the trust (β = 0.288; CR = 2.667). Keywords: Communication effectiveness, Trust, Relationship Commitment, Service Quality (technical and functional qualities)

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > HB Economic Theory
    H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
    Divisions: Fakultas Ekonomi
    Fakultas Ekonomi > Manajemen
    Depositing User: Andika Setiawan
    Date Deposited: 22 Jul 2013 17:42
    Last Modified: 22 Jul 2013 17:42
    URI: https://eprints.uns.ac.id/id/eprint/7978

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