ABSTRACT. Keywords : Service Quality, Customer Loyalty. Universitas Kristen Maranatha
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- Inge Kartawijaya
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1 ABSTRACT In the current era of globalization, beauty salon industry is increasing rapidly. The service industries in the services sector emphasizes consideration of the company to increase competitive advantage. Providing quality service is considered as an important strategy for success and to survive in today's competitive environment. The purpose of this study was to analyze the effect of service quality on customer loyalty. Quality of service (service quality), or often called the quality of service is how far the difference between reality and expectations of the customers with the services they received or acquired. Customer satisfaction can affect customer loyalty customer behavior especially manifested in the desire and intention to rerecommend. Loyalty is the magnitude and frequency of consumption of purchases made by a consumer against a company. This research was carried out on one of the company s customer service beauty salon and a specified number of samples of 150 respondents using non-probability sampling method with the method of sampling purposive. The analytical method used is quantitative analysis using linear regression analysis using SPSS for windows ver The results showed that the quality of service salons have a significant effect on customer loyalty. The magnitude of the effect of service quality on customer loyalty is at 48% and the remaining 52% are influenced by factors other than the quality of service that is the price, product, place and atmosphere etc. Given the influence of service quality on customer loyalty is big enough that is equal to 48%. Keywords : Service Quality, Customer Loyalty v i i i
2 ABSTRAK Dalam era globalisasi saat ini, industri salon kecantikan sedang meningkat pesat. Industri jasa ini menekankan sektor pelayanan dalam pertimbangan perusahaan untuk meningkatkan keunggulan kompetitif. Memberikan pelayanan yang berkualitas dianggap sebagai strategi penting untuk keberhasilan dan untuk bertahan dalam lingkungan yang kompetitif saat ini. Tujuan dilakukannya penelitian ini adalah untuk menganalisis pengaruh kualitas pelayanan terhadap loyalitas pelanggan. Kualitas pelayanan (service quality) atau sering juga disebut mutu pelayanan adalah seberapa jauh perbedaan antara kenyataan dan harapan para pelanggan atas pelayanan yang mereka terima atau peroleh. Kepuasan pelanggan dapat mempengaruhi perilaku pelanggan khususnya loyalitas pelanggan yang terwujud dalam keinginan membeli ulang dan niat merekomendasikan. Loyalitas merupakan besarnya konsumsi dan frekuensi pembelian dilakukan oleh seorang konsumen terhadap suatu perusahaan. Penelitian ini dilakukan terhadap konsumen salah satu perusahaan jasa salon kecantikan dan jumlah sampel yang ditetapkan sebanyak 150 responden dengan menggunakan metode non-probality sampling, yaitu metode purposive sampling. Metode analisis yang digunakan adalah analisis kuantitatif menggunakan analisis regresi linear dengan program SPSS ver.16.0 for windows. Hasil penelitian menunjukkan bahwa kualitas pelayanan salon memiliki pengaruh yang signifikan terhadap loyalitas pelanggan. Besarnya pengaruh kualitas pelayanan terhadap loyalitas pelanggan adalah sebesar 48% dan sisanya 52% dipengaruhi oleh faktor lain selain kualitas pelayanan yaitu harga, produk, atmosfer tempat dan lain-lain. Pengaruh yang diberikan kualitas pelayanan terhadap loyalitas pelanggan cukup besar yaitu sebesar 48%. Kata Kunci: Kualitas Pelayanan, Loyalitas Pelanggan i x
3 DAFTAR ISI Halaman HALAMAN JUDUL... i HALAMAN PENGESAHAN... ii SURAT PERNYATAAN KEASLIAN KARYA TULIS SKRIPSI... iii SURAT PERNYATAAN MENGADAKAN PENELITIAN TIDAK MENGGUNAKAN PERUSAHAAN... iv KATA PENGANTAR...v ABSTRACT... viii ABSTRAK... ix DAFTAR ISI... x DAFTAR GAMBAR... xvii DAFTAR TABEL... xviii DAFTAR LAMPIRAN... xxi BAB 1 PENDAHULUAN Latar Belakang Masalah Rumusan Masalah Tujuan Penelitian...8 x
4 1.4 Manfaat Penelitian...8 BAB II TINJAUAN PUSTAKA, RERANGKA PEMIKIRAN, DAN PENGEMBANGAN HIPOTESIS Tinjauan Pustaka Pemasaran Jasa Dimensi Kualitas Jasa Pengelolaan Kualitas Jasa Kepuasan Pelanggan Metode Pengukuran dan Pemantauan Kepuasan Pelanggan Strategi Kepuasan Pelanggan Faktor-faktor yang Mempengaruhi Kepuasan Konsumen Loyalitas Pelanggan Rerangka Teoritis dan Hipotesis Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan Rerangka Pemikiran Model Penelitian Hipotesis Penelitian x i
5 BAB III METODE PENELITIAN Desain Penelitian Populasi dan Sampel Teknik Pengambilan Sampel Teknik Pengumpulan Data Definisi Operasional Variabel Metode Analisis Data Uji Normalitas Uji Heteroskedastisitas Uji Validitas Uji Reliabilitas Uji Regresi BAB IV HASIL DAN PEMBAHASAN Gambaran Umum Responden Analisis Karakteristik Responden Analisis Karakteristik Responden Berdasarkan Jenis Kelamin Analisis Karakteristik Responden Berdasarkan Usia Analisis Karakteristik Responden Berdasarkan Pekerjaan Analisis Karakteristik Responden Berdasarkan Lama Berlangganan x i i
6 4.2.5 Analisis Karakteristik Responden Berdasarkan Frekuensi Analisis Karakteristik Responden Berdasarkan Memberikan Pelayanan Seperti Yang Dijanjikan Analisis Karakteristik Responden Berdasarkan Teguh Dalam Menangani Masalah Layanan Pelanggan Analisis Karakteristik Responden Berdasarkan Melakukan Layanan Yang Tepat Sejak Pertama Kalinya Analisis Karakteristik Responden Berdasarkan Memberikan Layanan Pada Waktu Yang Dijanjikan Analisis Karakteristik Responden Berdasarkan Memberikan Layanan Kepada Pelanggan Analisis Karakteristik Responden Berdasarkan Kesediaan Salon Anata Untuk Membantu Pelanggannya Analisis Karakteristik Responden Berdasarkan Kesiapan Untuk Menanggapi Permintaan Pelanggannya Analisis Karakteristik Responden Berdasarkan Karyawan Salon Anata Menanamkan Kepercayaan Dalam Hati Pelanggannya Analisis Karakteristik Responden Berdasarkan Salon Anata Membuat Pelanggannya Merasa Aman Dalam Transaksinya Analisis Karakteristik Responden Berdasarkan Salon Anata Mempunyai Karyawan Yang Secara Konsisten Sopan x i i i
7 Analisis Karakteristik Responden Berdasarkan Salon Anata Mempunyai Karyawan Yang Memiliki Pengetahuan Untuk Menjawab Pertanyaan Pelanggan Analisis Karakteristik Responden Berdasarkan Salon Anata Memberikan Perhatian Individu Untuk Pelanggannya Analisis Karakteristik Responden Berdasarkan Salon Anata Mempunyai Karyawan Yang Peduli Pada Pelanggannya Analisis Karakteristik Responden Berdasarkan Salon Anata Memiliki Kepentingan Di Hati Pelanggannya Analisis Karakteristik Responden Berdasarkan Salon Anata Mempunyai Karyawan Yang Memahami Kebutuhan Pelanggannya Analisis Karakteristik Responden Berdasarkan Salon Anata Mempunyai Jam Kerja Yang Nyaman Analisis Karakteristik Responden Berdasarkan Salon Anata Mempunyai Peralatan Yang Modern Analisis Karakteristik Responden Berdasarkan Salon Anata Mempunyai Fasilitas Visual Yang Menarik Analisis Karakteristik Responden Berdasarkan Salon Anata Mempunyai Karyawan Yang Memiliki Penampilan Profesional Dan Rapi Analisis Karakteristik Responden Berdasarkan Salon Anata Mempunyai Daya Visual Yang Menarik Yang Terkait Dengan Layanan x i v
8 Analisis Karakteristik Responden Berdasarkan Mengatakan Hal Positif Tentang Salon Anata Kepada Orang Lain Analisis Karakteristik Responden Berdasarkan Niat Untuk Terus Menggunakan Jasa Salon Anata Analisis Karakteristik Responden Berdasarkan Mendorong Teman dan Kerabat Untuk Menggunakan Jasa Salon Anata Analisis Karakteristik Responden Berdasarkan Jarang Mempertimbangkan Untuk Beralih Dari Salon Anata Analisis Karakteristik Responden Berdasarkan Salon Anata Adalah Tempat Utama Dimana Saya Mempertimbangkan Ketika Saya Ingin Menggunakan Jasa Salon Pengujian Hipotesis Model Summary Model Anova Uji Signifikansi Parameter Individual Hipotesis Variabel Pembahasan hasil penelitian Implikasi Manajerial BAB V KESIMPULAN DAN SARAN Kesimpulan x v
9 5.2 Keterbatasan Penelitian Saran DAFTAR PUSTAKA LAMPIRAN DAFTAR RIWAYAT HIDUP PENULIS x v i
10 DAFTAR GAMBAR Halaman Gambar 1 Rerangka Teoritis Gambar 2 Rerangka Pemikiran Gambar 3 Model Penelitian Service Quality Customer Loyalty Gambar 4 Grafik Histogram Uji Normalitas Gambar 5 Grafik Scatterplots Uji Normalitas Gambar 6 Grafik Scatterplot Uji Heteroskedastisitas Terhadap Variabel Customer Loyalty x v i i
11 DAFTAR TABEL Halaman Tabel I Riset Empiris Tabel II Operasional Variabel Tabel III Uji Kolerasi Terhadap Konstruk Kualitas Pelayanan Tabel IV Uji Kolerasi Terhadap Konstruk Loyalitas Pelanggan Tabel V Uji Reliabilitas Terhadap Cronbach s Alpha Tabel VI Uji Reliabilitas Terhadap Cronbach s Alpha BAB IV HASIL DAN PEMBAHASAN Tabel VII Karakteristik Responden Berdasarkan Jenis Kelamin Tabel VII Karakteristik Responden Berdasarkan Usia Tabel IX Karakteristik Responden Berdasarkan Pekerjaan Tabel X Karakteristik Responden Berdasarkan Lama Berlangganan Tabel XI Karakteristik Responden Berdasarkan Frekuensi Tabel XII Karakteristik Berdasarkan Responden Pelayanan Yang Dijanjikan Tabel XIII Karakteristik Responden Berdasarkan Keteguhan Tabel XIV Karakteristik Responden Berdasarkan Layanan Yang Tepat Tabel XV Karakteristik Responden Berdasarkan Layanan Pada Waktu Yang Dijanjikan Tabel XVI Karakteristik Responden Berdasarkan Layanan Pada Pelanggan x v i i i
12 Tabel XVII Karakteristik Responden Berdasarkan Layanan Pada Pelanggan Tabel XVIII Karakteristik Responden Berdasarkan Ketanggapan Tabel XIX Karakteristik Responden Berdasarkan Kepercayaan Tabel XX Karakteristik Responden Berdasarkan Keamanan Tabel XXI Karakteristik Responden Berdasarkan Kesopanan Karyawan Tabel XXII Karakteristik Responden Berdasarkan Pengetahuan Karyawan Tabel XXIII Karakteristik Responden Berdasarkan Perhatian Individu Tabel XXIV Karakteristik Responden Berdasarkan Kepedulian Karyawan Tabel XXV Karakteristik Responden Berdasarkan Kepentingan Di Hati Pelanggan 68 Tabel XXVI Karakteristik Responden Berdasarkan Kepahaman Karyawan Tabel XXVII Karakteristik Responden Berdasarkan Jam Kerja Yang Nyaman Tabel XXVIII Karakteristik Responden Berdasarkan Peralatan Modern Salon Anata Tabel XXIX Karakteristik Responden Berdasarkan Fasilitas Salon Anata Yang Menarik Tabel XXX Karakteristik Responden Berdasarkan Karyawan Yang Profesional Tabel XXXI Karakteristik Responden Berdasarkan Daya Visual Yang Menarik Tabel XXXII Karakteristik Responden Berdasarkan Mengatakan Hal Positif Tabel XXXIII Karakteristik Responden Berdasarkan Niat Menggunakan Jasa Tabel XXXIV Karakteristik Responden Berdasarkan Mendorong Teman Dan Kerabat x i x
13 Tabel XXXV Karakteristik Responden Berdasarkan Jarang Mempertimbangkan Untuk Beralih Tabel XXXVI Karakteristik Responden Berdasarkan Tempat Utama Tabel XXXVII Model Summary Tabel XXXVIII Model Anova Tabel XXXIX Coefficients x x
14 DAFTAR LAMPIRAN Halaman KUESIONER PENELITIAN DATA MENTAH PENELITIAN TABEL UJI KORELASI BIVARIATE TABEL UJI KOLERASI BIVARIATE TABEL UJI KARAKTERISTIK RESPONDEN TABEL UJI REGRESI TABEL UJI REALIBILITAS TERHADAP CRONBACH S ALPHA DAFTAR RIWAYAT HIDUP PENULIS x x i
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ABSTRAK. Kata kunci : kualitas pelayanan, harga, kepuasan pelanggan. viii
ABSTRAK Tujuan dari penelitian ini adalah untuk mengetahui adanya pengaruh kualitas pelayanan dan harga terhadap kepuasan pelanggan PT Go-Jek Indonesia di kota Bandung secara parsial dan simultan. Variabel
ABSTRACT. Keywords: consumer behavior and consumer purchasing decisions, impulsive purchasing, packaging design, Universitas Kristen Maranatha
ABSTRACT Packaging design is interesting to study because unique packaging design can encourage consumer purchases and increase sales for the company. This study aims to examine and analyze the effect
ABSTRACT. Key words: promotion, word of mouth, purchasing decisions.
ABSTRACT Word of mouth communication is one form of promotion that is considered to be very effective in expediting the process of marketing and can provide benefits to the company. In that regard, this
ABSTRACT. Key words: consumer behavior, experiential marketing, customer loyalty. Universitas Kristen Maranatha
ABSTRACT Experiential marketing strategy try to create a positive experience for the consumer in consuming products or services that can be used as a reference for marketers to predict future consumer
Keyword : brand community affect, brand community trust, brand community commitment, customer loyalty.
ABSTRACT Market competition is getting tougher indirectly affects an enterprise in maintaining market share. To be able to survive in an increasingly tight competition, the producers demanded more attention
ABSTRACT. Keywords: The Implementation of Management Control, Sales Effectiveness. vii. Universitas Kristen Maranatha
ABSTRACT This research was conducted in Perkebunan Nusantara VIII Corporate. The objective of research is to identify quality level of implementation of Management Control System and to identify does the
Kata kunci: citra merek, kualitas produk, dan keputusan pembelian
ABSTRAK Keputusan pembelian merupakan kegiatan individu yang secara langsung terlibat dalam pengambilan keputusan untuk melakukan pembelian terhadap produk yang ditawarkan oleh penjual. Citra merek adalah
ABSTRACT. Keywords: Participation Budgeting, Managerial Performance, style of leadership, quality of human resources.
ABSTRACT The budget is an element in the management control system that serves as a planning tool, a tool of work coordinating and monitoring tools for the job of top managers to improve managerial performance
ABSTRACT. Keywords: Internal Audit, Sales Internal Control. vii Universitas Kristen Maranatha
ABSTRACT The purpose of this research was to determine the internal audit adopted by the PT. PINDAD (PERSERO) has adequate and internal audit significantly influence the effectiveness of sales internal
ABSTRAK. retail marketing mix, loyalitas konsumen, harga, tata letak, dan personalia
ABSTRAK Persaingan untuk mendapatkan pelanggan yang loyal membuat retail berusaha untuk memberikan layanan belanja yang memuaskan. Pelanggan berharap retail mampu memberikan pengalaman yang positif bagi
ABSTRAK. Kata Kunci : brand awareness, brand attachment, brand loyalty, perceived quality, compulsive buying. viii. Universitas Kristen Maranatha
ABSTRAK Penelitian ini berjudul Pengaruh Fenomena Merek (Brand Awareness, Brand Attachment, Brand Loyalty, dan Perceived Quality) terhadap Compulsive Buying. Latar belakang dari penelitian ini adalah terjadinya
ABSTRACT. keywords: location, brand image, purchase decision. i Universitas Kristen Maranatha
ABSTRACT This study aims to analyze the influence of the location and brand image on purchase decisions at the Starbucks Paris Van Java Bandung, sample in this study is that consumers who never visited
ABSTRACT. Keywords: Internal Auditing, Internal Control Sales. Universitas Kristen Maranatha
ABSTRACT Sales is an element that plays an important role for the company, because of this activity the company earns revenue. Good internal control of sales activity is necessary, for execution of sales
ABSTRACT. Keywords: Sense, feel, think, act, relate and customer satisfaction. ix Universitas Kristen Maranatha
ABSTRACT The study aims to determine the effect of experiential marketing variables include sense, feel, think, act and relate to customer satisfaction at Prudential Life Assurance Company. Given the importance
ABSTRACT. Key words: Total Quality Management and Effectiveness Operating Revenues. viii. Universitas Kristen Maranatha
ABSTRACT PT.Telkom,Inc is a provider of information and telecommunication companies and providers of telecommunication services and a largest complete network in Indonesia that provides telephone moving
ABSTRACT. Keyword: 7P, STP, Customer Loyalty, Marketing Strategy
ABSTRACT One way in improving customer loyalty is by application of 7P and STP, research indicates that customer loyalty is influenced by the 7P and STP. Therefore, the aim of this study is to investigate
ABSTRAK. Kata Kunci: Kualitas Pelayanan dan Kepuasan Mahasiswa
ABSTRAK Dalam menghadapi persaingan, setiap perusahaan baik itu perusahaan dalam bentuk industri maupun perusahaan jasa harus menajamkan strateginya agar dapat berhasil memenangkan persaingan tersebut.
ABSTRACT. Key words: management control system, knowledge management, resource-based view theory. vii
ABSTRACT Knowledge has become one of the most important asset in organization in this information era, because knowledge has tremendous influence in determining the progress of an organization. This is
Kata kunci: Pre-Event Brand Equity, Post-Event Brand Equity, Brand Experience, Brand Attitude
ABSTRAK Memasuki era globalisasi ini perusahaan dihadapkan pada persaingan untuk mendominasi merek. Mengembangkan ekuitas merek dalam persaingan di era globalisasi seperti sekarang ini dapat menjadi salah
ABSTRACT. Keywords: Green Product Quality, Green Corporate Image, Green Customer Satisfaction, Green Customer Loyalty. Universitas Kristen Maranatha
ABSTRACT This study aimed to analyze the effect of quality green products, and green on green image coporate customer loyalty is mediated by green customer satisfaction. Collection method in this study
ABSTRACT. Keyword: operational audit, effectiveness and employee performance. vii. Universitas Kristen Maranatha
ABSTRACT Operational audit was quality controlling for activity of employee which hoped can support reached company objective in a comprehensive manner. Operational audit done by independent and competent
ABSTRACT. Keywords: Customer satisfaction, service quality. Universitas Kristen Maranatha
ABSTRACT This research was titled: "Effect of Service Quality on Consumer Satisfaction Primajasa In Transportation Company (Transportation Services BSM-Soetta)", the purpose of this study is to determine
ABSTRAK. Kata Kunci: Faktor-Faktor Suasana Toko, Kualitas Pelayanan yang Dipersepsikan, Perilaku Pendekatan
ABSTRAK Penelitian ini bertujuan untuk membuktikan pengaruh dari Faktor-Faktor Suasana Toko dan Kualitas Pelayanan yang Dipersepsikan pada Perilaku Pendekatan. Penelitian ini dilatarbelakangi oleh 4 fenomena
ABSTRACT. vii. Universitas Kristen Maranatha
ABSTRACT Started by the increasing life style of people who frequently visit cafe with any reason as their needs, there are many cafes that compete to attract customers with different ways to achieve economic
ABSTRAK. Kata kunci: Brand Experience, Brand Trust, Brand Satisfaction, Brand Loyalty. Universitas Kristen Maranatha
ABSTRAK Penelitian ini bertujuan untuk menguji pengaruh brand experience, brand trust, dan brand satisfaction terhadap brand loyalty. Sampel yang digunakan adalah 100 orang mahasiswa Manajemen Maranatha
ABSTRACT. vii. Universitas Kristen Maranatha
ABSTRACT The study was conducted at PT. Semangat Sejahtera Bersama located in Tangerang. The purpose of this study was to determine the adequacy and application of Management Control Systems to determine
ABSTRACT. Keywords: Brand community, word of mouth behavior, community, Vespa.
ABSTRACT Basically, the more choices of products in the market, the more options for consumers to choose products that match their expectations. In this situation, the role of consumer who have used a
ABSTRAK. Kata kunci : sistem penilaian kinerja, sistem penghargaan, kinerja karyawan.
ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh sistem penilaian kinerja dan sistem penghargaan terhadap kinerja karyawan. Data penelitian ini adalah data primer yang dikumpulkan dengan cara
ABSTRAK. Kata-kata kunci : iklan, dan minat beli. vii. Universitas Kristen Maranatha
ABSTRAK Pada era globalisasi saat ini persaingan yang terjadi di pasar semakin luas. Salah satunya terjadi di pasar produk makanan ringan. Persaingan dalam konteks pemasaran produk merupakan keadaan dimana
ABSTRAK. Kata kunci: Customer Service, Store design and display, Communication mix, Location, Merchandise Assortment, Pricing
ABSTRAK Seiring dengan perkembangan zaman, maka perilaku konsumen pula ikut berubah. Konsumen saat ini tidak hanya mengkonsumsi suatu barang hanya karena butuh, melainkan sebuah lifestyle / gaya hidup
ABSTRACT. Keywords: television advertising, brand awareness, purchase decisions. Universitas Kristen Maranatha
ABSTRACT As more and more competition in the market, each market (mainly manufacturers) must have a strategy and create a better awareness in order to compete with each other. For that we needed discussion
ABSTRACT. Keywords: brand, price, service quality, consumer purchasing decisions, J.CO Donuts and Coffee. viii
ABSTRACT J.CO Donuts and Coffee is one of the cafes that have products such as donuts, coffee or tea, and frozen yoghurt which was founded by Johny Andrean. Brand J.CO Donuts and Coffee of course already
ABSTRAK. Kata kunci : Periklanan Televisi, Citra Merek. Universitas Kristen Maranatha
ABSTRAK Periklanan televisi diakui sebagai media iklan paling berpengaruh dan menjangkau spektrum konsumen. Dari perspektif pembangunan merek, iklan televisi mempunyai dua kekuatan yang sangat penting
ABSTRACT. Environmental Management Accounting (EMA), Strategy, Product Innovation.
ABSTRACT Product innovation is one of the important factors in company success through innovative products they created in order to satisfy customers. Therefore, the key to the success of product is product
ABSTRACT. Keywords : Influence Leadership, Employee Performance. viii. Universitas Kristen Maranatha
ABSTRACT In the era of globalization and free trade agreements that occurred in parts of the world at this time led to competition in the economy is increasing. This has led to increased competition among
ABSTRACT. Keywords: service quality, relationship marketing, customer satisfaction. viii. Universitas Kristen Maranatha
ABSTRACT This study aimed to determine the effect of service quality and relationship marketing to customer satisfaction either partially or simultaneously (together). This study is a causality by using
ABSTRAK. Kata kunci: kesadaran merek, persepsi kualitas, keputusan pembelian. iii Universitas Kristen Maranatha
ABSTRAK Samsung Galaxy Note II merupakan ponsel Android yang banyak digemari oleh mahasiswa, khusunya di, Fakultas Ekonomi, Jurusan Manajemen. Ponsel ini sangat digemari di kalangan ini, karena merek ponsel
Kata Kunci: Internet, Perceived Service Quality, Perceived Product Quality, Perceived Price Fairness, Kepuasan Konsumen
ABSTRAK Kualitas pelayanan merupakan salah satu faktor kunci dalam penilaian pelanggan tentang keunggulan perusahaan secara keseluruhan. Hal ini menunjukkan bahwa persepsi kualitas mirip dengan sikap umum
ABSTRACT. Keywords: Expansion of the brand, brand knowledge, perceived quality, innovativeness, consumer purchase intention. viii
ABSTRACT This study aims to analyze the influence factors of brand extensions (brand knowledge, perceived quality and innovativeness) on consumer purchase intention Taxi Max Cipaganti at Maranatha Christian
C. Subjek Penelitian D. Penentuan Jumlah Sampel dan Teknik Pengumpulan Sampel E. Data dan Teknik Pengumpulan Data F.
DAFTAR ISI HALAMAN JUDUL... ii HALAMAN PENGESAHAN... iii HALAMAN PERNYATAAN... iv HALAMAN PERSEMBAHAN... v KATA PENGANTAR... vi DAFTAR ISI... viii DAFTAR TABEL... x DAFTAR GAMBAR... xii DAFTAR LAMPIRAN...
ABSTRACT. Key words: Celebrity endorsers, Credibility, likeability, attractiveness, Meaningfulness and Brand Image
ABSTRACT One creative way to promote a product from an advertising is using a Celebrity Endorser. By using Celebrity endorser, consumers are expected to be interested in using these products and can create
ABSTRACT. Keywords: Performance Audit, Performance Accountability
ABSTRACT The purpose of this research to identify, describe and explain the influence of Performance Audit Application on Local Government Performance Accountability. This research uses descriptive method
ABSTRACT. Keywords : trust in a brand, brand loyalty. vii Universitas Kristen Maranatha
ABSTRACT The development of business world in this globalization era is so fast, it is shown by the way competition among companies has becomes more high and tight. This condition cause every company generally