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FAKTOR-FAKTOR KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN: Studi Kasus Pada CV. Sarana Media Advertising Surabaya

Journal of Management and Entrepreneurship

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Title FAKTOR-FAKTOR KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN: Studi Kasus Pada CV. Sarana Media Advertising Surabaya
 
Creator Musanto, Trisno
 
Subject customer satisfaction, customer loyalty.
 
Description This reseach briefly explains to what extent customer satisfaction has significant influence to the customer loyalty of 'Iklan Jitu' Jawa Pos newspaper in Sarana Media Advertising. Moreover, it also explores variable that give the biggest contribution to the customer loyalty. Four variables are using as customer satisfaction representatives, which are reliability, response to and remedy of problems, sales experience and convenience of acquisition. Finally, the findings shows that sales experience is the biggest contributor to the customer loyalties.


Abstract in Bahasa Indonesia :

Penelitian ini dimaksudkan untuk mengetahui sejauh mana kepuasan pelanggan mempunyai pengaruh signifikan terhadap loyalitas pelanggan Iklan Jitu surat kabar Jawa Pos pada CV.Sarana Media Advertiseng dan variabel mana yang memberikan kontribusi terbesar pengaruhnya terhadap loyalitas pelanggan. Dalam penelitian ini mengunakan empat variabel untuk mewakili keppuasan pelanggan yang meliputi : reliability,response to and remedy of problems, sales experience dan convenience of acquisition. Dari hasil perhitungan diketahui bahwa sales experience memberikan kontribusi terbesar terhadap loyalitas pelanggan.

Kata kunci : kepuasan pelanggan, loyaliras pelanggan.
 
Publisher Institute of Research and Community Outreach - Petra Christian University
 
Contributor —
 
Date 2005-05-02
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
—
 
Format application/pdf
 
Identifier http://jurnalmanajemen.petra.ac.id/index.php/man/article/view/16140
10.9744/jmk.6.2.pp. 123-136
 
Source Jurnal Manajemen dan Kewirausahaan; Vol 6, No 2 (2004): SEPTEMBER 2004; pp. 123-136
1411-1438
 
Language eng
 
Relation http://jurnalmanajemen.petra.ac.id/index.php/man/article/view/16140/16132