Chasanah, Uswatun and Zuraida, Lukia (2011) PERPINDAHAN PELANGGAN: TINJAUAN PESPEKTIF KEPUASAN DAN LOYALITAS. Jurnal Kajian Bisnis, 19 (2). pp. 1245-1254. ISSN 0854-4530
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Abstract
Customer satisfaction is determined by function of perception toward performance and expectation. When performance is greater than expectation, customer are delighted. The other way is true, when performance is lower than expectation, customers don’t satisfy. Quality of product (service) has a significant role to influence cutomer satisfaction. The better the quality creates the higher degree of customer satisfaction. Several studies show that customer satisfaction has positive influence toward loyalty. In broder sense, loyalty means that customer do not change their preference to buy other products and they intent to buy the same product in other occasion. Creating customer loyalty can be considered to be a strategic policy. Management needs to see that creating and maintaining customer loyalty is part of it’s competitive strategy. Keywords: customer satisfaction, quality and loyalty.
| Item Type: | Article |
|---|---|
| Subjects: | B. Manajemen > Manajemen Pemasaran B. Manajemen > Manajemen Pemasaran > Kepuasan Konsumen B. Manajemen > Manajemen Pemasaran > Loyalitas |
| Depositing User: | Library STIE Widya Wiwaha |
| Date Deposited: | 04 Aug 2020 02:44 |
| Last Modified: | 04 Aug 2020 02:44 |
| URI: | http://eprint.stieww.ac.id/id/eprint/1234 |
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