PENGARUH EMPLOYEES EMOTIONAL COMPETENCE TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN

Sekar Aprilia; Unggul Kustiawan

doi:10.58290/jmbo.v2i2.93

Penulis

Sekar Aprilia Universitas esa unggul
Unggul Kustiawan Universitas Esa Unggul

DOI:

https://doi.org/10.58290/jmbo.v2i2.93

Kata Kunci:

Employee Emotional Competence, Rapport, Customer Satisfaction, Customer Loyalty

Abstrak

Studi ini memiliki tujuan untuk meneliti, mengetahui dan mengevaluasi pengaruh kepuasan pelanggan dan loyalitas pelanggan dengan melihat dari sisi Employee Emotional Competence dan Rapport yang menghubungkan employee emotional competence pada penelitian ini. employee emotional competence dijelaskan mempengaruhi penilitian dari pelanggan atau yang disebut rapport, penilaian atas servis yang mana memberikan dampak pada kepuasan pelanggan dan loyaliyas. Penilaian atas service yang memuaskan menimbulkan rasa senang atas pelayanan yang memuaskan dan pelanggan merasakan kepuasan tersebut. Hal tersebut berbanding lurus kepada loyalitas, dengan pendekatan bahwa pelanggan merasa ditunjukan rasa hormat, selanjutnnya pelanggan akan menciptakan pandangan positif. Kontribusi dari penelitian ini diharapkan manambah satu informasi untuk penelitian yang akan dating dalam studi managemen. pengumpulan data pada penelitian ini dilakukan secara online dimana setiap responden diberikan skala pilihan untuk menjawab.Temuan dari penelitian ini adalah adanya hubungan pada setiap variabel, dan peneltian ini membutkikan bahwa Employee Emotional Competence yang mempengaruhi kepuasan dan loyalitas pelanggan adalah employee emotional competence dan Rapport.

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