FACTORS DETERMINING VALUE AND CUSTOMER TRUST BUILDING

Sri Sustariyah, NPM. 139010022 (2017) FACTORS DETERMINING VALUE AND CUSTOMER TRUST BUILDING. Disertasi(S3) thesis, unpas.

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Abstract

Relationship marketing and service quality are determinant factors in enhancing the value and confidence for customers. BPJS (Social GuaranteeProvider Board) for the health is a new program organized by the government to increase public health’s improvement. The implementation the government's new product in the field of health marketing activities using the proximity system to customers and quality of service delivery has becoma one effective strategies in increasing public confidence. The goal of this study focuses on the effect of relationship marketing and service quality to customer value and its impact on customer confidence.The method of research usesa quantitative approach equipped with expert judgment. Samples used in the research are BPJS participants’ patients at General Hospitals of Local Government in West Java Province. Technique of data collection is proportional cluster random sampling and the analysis technique used is the analysis of SEM (structural equation modeling).Descriptive research results show that relational marketing, service quality, customer value and customer trustranging from poor to the very good level. The results of the study on each indicator show that some indicators are less than optimal still. Results of verification research prove that the relationship marketing and service quality show positive and significant impact on customer value and the customer value shows significant and positive effect on customer trust . Keywords: Relational Marketing, Service Quality, Customer Value and Customer Trust.

Item Type: Thesis (Disertasi(S3))
Subjects: RESEARCH REPORT
Divisions: Pascasarjana > S3-Ilmu Manajemen 2017
Depositing User: asep suryana
Date Deposited: 16 Jun 2017 07:19
Last Modified: 16 Jun 2017 07:19
URI: http://repository.unpas.ac.id/id/eprint/28190

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