PENGARUH WORD OF MOUTH, PERCEIVED JUSTICE, DAN SATISFACTION TERHADAP REPURCHANSE INTENTIONS DALAM AKTIVITAS COMPLAINT HANDLING PADA PERUSAHAAN OPERATOR MOBILE PHONE

Donnie Nurmansyah, Hamin, Dr., MBA.

2008 | Tesis | S2 Magister Manajemen

Donnie Nurmansyab. Gadjah Mada University, Juni 2008, Pengaruh Word of Mouth, Perceived Justice dan Satisfaction Pada Repurchase Intentions Dalam Aktifitas Complain Handling Pada Perusahaan Operator Mobile Phone. Pembimbing T hesis: Dr. Hamin, MBA Penelitian ini bertujuan untuk melihat pengaruh dari word of mouth (word of mouth valance dan dissemination), perceived justice, satisfaction dan repurchase intention pada perusahaan operator mobile phone. Hipotesis yang digunakan untuk menguji multivariate analysis dengan menggunakan program SPSS 12.0. Penelitian ini bertujuan untuk melihat pengaruhperceivedjustice pada word of mouth, satisfaction dan repurchase intent ion., Pengaruh word of mouth pada satisfaction dan repurchase intention. Pengaruh word of mouth dissemination pada word of mouth valance dan pengaruh satisfaction pada repurchase intentions. Penehtian ini mengindikasikan perceived just ice memiliki pengaruh positif terhadap satisfaction, word of mouth dan repurchase intentions. Word of mouth valance memeiliki pengaruh negatif pada word of mouth dissemination dan satisfaction memiliki pengaruh pada repurchase intentions Kata kunci : Terdapatnya pengaruh antara Perceived Justice pada Word of Mouth, Satisfaction dan Repurchase Intentions. Serta Satisfaction juga berpengaruh pada Repurchase Intentions

Donnie Nurmansyah. Gadjah Mada University, June 2008, The Effect of Word of Mouth, Perceived Justice and Satisfaction on Repurchase Intentions Following Complaint Handling on Mobile Phone Compani es. Major Advisor: Dr. Hamin, MBA This research was carried out in order to investigate the effect among word of mouth (word of mouth valance and dissemination), perceived justice, satisfaction and repurchase intentions on mobile phone companies. The hypothesized relationship was tested using multiple regression analysis of SPSS 12.0 for Windows. This paper assesses the effect of perceived justice on word of mouth, satisfaction and repurchase intentions, the effect of word of mouth on satisfaction and repurchase intentions, the effect of word of mouth dissemination on word of mouth valance and the effect of satisfaction on repurchase intentions. The results indicate that perceived justice have a positive effect on satisfaction, word of mouth and repurchase intentions, word of mouth dissemination has a negative effect on word of mouth dissemination and satisfaction has a positive effect on repurchase intentions. Key Words : The perceived justice have a effect on word of mouth, satisfaction and repurchase intentions. The satisfaction has effect on repurchase intentions.

Kata Kunci : Terdapatnya pengaruh antara Perceived Justice pada Word of Mouth, Satisfaction dan Repurchase Intentions. Serta Satisfaction juga berpengaruh pada Repurchase Intentions