ANALISIS PENGARUH CONSTRUED EXTERNAL IMAGE OF THE COMPANY, PERCEIVED SALES PERSON CHARACTERISTIC, PERCEIVED COMPANY CHARACTERISTIC TERHADAP CUSTOMER EXTRA ROLE BEHAVIOUR MELALUI CUSTOMER COMPANY IDENTIFICATION PADA HOTEL ARTOTEL DI SURABAYA
Abstract
This research is aimed to know the effect of construed external image of
the company, perceived sales person characteristic, perceived company
characteristic to customer extra role behavior through customer company
identification at Artotel hotel in Surabaya.
Samples used in this study are consumers who had stayed at Hotel
Artotel Surabaya in the last 6 months. The number of respondents in this study
were as many as 120 people of male or female sex. The age limit used is age 18-
60 years. For processing and data sampling in this study, researchers used AMOS
16.0 software. The results of this study show that if construed external image of
the company, perceived sales person characteristic and perceived company
characteristic have significant effect to customer extra role behavior through
customer company identification. In this research, the influence of construed
external image of the company, perceived sales person characteristic, perceived
company characteristic toward customer extra role behavior through customer
company identification.
From this research there are variables that have the greatest influence
among others perceived company characteristics to customer company
identification with regression coefficient of 0.539. Followed by variable construed
external image of the company to customer company identification with
regression coefficient of 0454. Next is the variable customer company
identification of customer extra role behaviour with regression coefficient of
0.374. The last variable is Perceived salesperson characteristics to customer
company identification with regression coefficient of 0.346.
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