PENGARUH EMPLOYEE EMOTIONAL COMPETENCE TERHADAP CUSTOMER SATISFACTION DAN LOYALTY DI SALON FANK SURABAYA

  • Adrian The Jurusan Manajemen Fakultas Bisnis dan Ekonomika Universitas Surabaya

Abstract

Penelitian ini bertujuan untuk menguji Emotional Employee Competence, Rapport, Customer Satisfaction, dan Loyalty di Salon Fank. Variabel-variabel yang diuji ini adalah variabel-variabel yang dapat mempengaruhi Customer Satisfaction dan Loyalty. Penelitian ini menggunakan pendekatan kuantitatif dengan model SEM (Structural Equation Modeling).  Penelitian ini menggunakan sampel berupa responden yang rutin atau minimal 5 kali dalam setahun yang melakukan perawatan di Salon Fank, responden yang berdomisili di Surabaya, berpendidikan pelajar / mahasiswa, memiliki pendapatan > Rp 5.000.000. Jumlah sampel yang digunakan dalam penelitian ini sebanyak 150 responden. Hasil penelitian menunjukkan bahwa Employee Emotional Competence (EEC) berpengaruhi positif signifikan Customer Satisfaction, Employee Emotional Competence (EEC) berpengaruh positif signifikan terhadap Loyalty, Rapport positif signifikan dalam memediasi hubungan antara Employee Emotional Competence (EEC) dengan Customer Satisfaction, Rapport positif signifikan dalam memediasi hubungan antara Employee Emotional Competence (EEC) dengan Loyalty di Salon Fank.

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Published
2017-09-01
How to Cite
THE, Adrian. PENGARUH EMPLOYEE EMOTIONAL COMPETENCE TERHADAP CUSTOMER SATISFACTION DAN LOYALTY DI SALON FANK SURABAYA. CALYPTRA, [S.l.], v. 6, n. 2, p. Hal. 1209 – 1221, sep. 2017. ISSN 2302-8203. Available at: <http://journal.ubaya.ac.id/index.php/jimus/article/view/1048>. Date accessed: 18 june 2018.