Since 2014
Peran Mediator Kepuasan Pelanggan dalam Menciptakan Sikap dan Perilaku Loyal
Binus Business Review
View Archive Info| Field | Value | |
| Title |
Peran Mediator Kepuasan Pelanggan dalam Menciptakan Sikap dan Perilaku Loyal
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| Creator |
Dewanti, Retno; Bina Nusantara University
Tjandra, Hilman; Bina Nusantara University |
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| Subject |
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product quality, customer complaints, satisfaction, loyalty — |
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| Description |
Condition of customers who are increasingly critical in terms of quality forces company to be able to maintain and improve the quality of its products in order to avoid claim or dissatisfaction from customers to the company to remain competitive with other similar companies. Handling customer complaints keeps customer to no change product. Satisfied customers are likely to behave and act loyal to the company. This study used questionnaire distributed to the customers of cooking oil product displaying the hotline service on the packaging. Respondents of the research were 100 persons. Research used path analysis to analyze data. Results shows that the quality of the product and handling customer complaint significantly affect customer satisfaction so as to create loyal attitude and behavior.
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| Publisher |
Bina Nusantara University
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| Contributor |
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| Date |
2014-05-30
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| Type |
info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion Peer-reviewed Article — |
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| Format |
application/pdf
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| Identifier |
http://journal.binus.ac.id/index.php/BBR/article/view/1190
10.21512/bbr.v5i1.1190 |
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| Source |
Binus Business Review; Vol 5, No 1 (2014): Binus Business Review; 1-7
2476-9053 2087-1228 |
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| Language |
eng
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| Relation |
http://journal.binus.ac.id/index.php/BBR/article/view/1190/1058
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| Coverage |
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| Rights |
The Authors submitting a manuscript do so on the understanding that if accepted for publication, copyright of the article shall be assigned to Binus Business Review and Research and Technology Transfer (RTTO) Bina Nusantara University as publisher of the journal.Copyright encompasses exclusive rights to reproduce and deliver the article in all form and media, including reprints, photographs, microfilms and any other similar reproductions, as well as translations. The reproduction of any part of this journal, its storage in databases and its transmission by any form or media, such as electronic, electrostatic and mechanical copies, photocopies, recordings, magnetic media, etc., will be allowed only with a written permission from Binus Business Review and Research and Technology Transfer (RTTO) Bina Nusantara University.Binus Business Review and Research and Technology Transfer Office Bina Nusantara University, the Editors and the reviewer make every effort to ensure that no wrong or misleading data, opinions or statements be published in the journal. In any way, the contents of the articles and advertisements published in the Binus Business Review are sole and exclusive responsibility of their respective authors and advertisers. USER RIGHTS All articles published Open Access will be immediately and permanently free for everyone to read and download. We are continuously working with our author communities to select the best choice of license options, currently being defined for this journal as follows:• Creative Commons Attribution (CC-BY)• Creative Commons Attribution-Share alike (CC BY-SA)
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