Permana, Bagas and Syaebani, Irfan (2019) Understanding the Impact of After-Service Quality Towards Costumer Loyalty, Commitment and Repurchase Intention Investigation on Honda Jabodetabek. Bachelor thesis, Swiss German University.

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Abstract

This research seeks to comprehend the connection between behavioral (i.e. service quality) and affective (i.e. customer loyalty, commitment and repurchase intention) assessment of clients of Honda car workshop in jabodetabek. It also explores the connection between the affective assessment and the results of customer loyalty. The research takes into consideration of service quality in Honda repair shop on customer loyalty. Honda looks like never had a good position based customer service index since 2013, regarding this result Honda need to find variables that capable to bring Honda a better position. Service quality was discovered to have a positive influence on the affective and cognitive assessments of clients, including loyalty, commitment and repurchase intention. Through quantitative method, data will be gathered and processed with SPSS. Strategic implication and further recommendation for next study is based on the result of this research

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	After-Service Quality ; Customer Loyalty ; Commitment ; Repurchase Intention ; Automotive
Subjects:	H Social Sciences > HF Commerce > HF5001 Business H Social Sciences > HF Commerce > HF5415 Consumer Behavior
Divisions:	Faculty of Business Administration and Communication > Department of Business Administration
Depositing User:	Adityatama Ratangga
Date Deposited:	19 May 2020 13:01
Last Modified:	19 May 2020 13:01
URI:	http://repository.sgu.ac.id/id/eprint/523

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