PENGARUH CUSTOMER SATISFACTION DAN CORPORATE IMAGE TERHADAP CUSTOMER LOYALTY PROVIDER “XL” DI SURABAYA
ABSTRACT: The company's goal
to provide the satisfaction of customers as well as the existence of a positive
assessment of the customers against the company will make the customers remain loyal
customers. Maintain a customer is far more difficult than finding new
customers. Company's image a little number effect on customer loyalty with
services or products of an enterprise. The research aims to know the influence
of customer satisfaction, toward corporate image, and customer loyalty XL in
Surabaya.
In this study used is the conclusive research on the study of
experimental or causal research. Sampling-taking techniques used are non
probability sampling. The type of method used is the purposive sampling. The
sample used was 200 consumer XL in Surabaya. Data were collected using a
questionnaire. The technique used is the analysis of structural equation
modeling with Lisrel program assistance. The results of this analysis indicate
that customer satisfaction affect corporate image, and customer loyalty. The
research also found that corporate image can affect customer loyalty.
Penulis: BRIAN HENDRAWAN
Kode Jurnal: jpmanajemendd130693
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