Record Details

Peran Mediator Kepuasan Pelanggan dalam Menciptakan Sikap dan Perilaku Loyal

Binus Business Review

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Field Value
 
Title Peran Mediator Kepuasan Pelanggan dalam Menciptakan Sikap dan Perilaku Loyal
 
Creator Dewanti, Retno; Bina Nusantara University
Tjandra, Hilman; Bina Nusantara University
 
Subject
product quality, customer complaints, satisfaction, loyalty

 
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.
 
Publisher Bina Nusantara University
 
Contributor
 
Date 2014-05-30
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article

 
Format application/pdf
 
Identifier http://journal.binus.ac.id/index.php/BBR/article/view/1190
10.21512/bbr.v5i1.1190
 
Source Binus Business Review; Vol 5, No 1 (2014): Binus Business Review; 1-7
2476-9053
2087-1228
 
Language eng
 
Relation http://journal.binus.ac.id/index.php/BBR/article/view/1190/1058
 
Coverage


 
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