Peranan Kepuasan dalam Meningkatkan Loyalitas Pelanggan (Studi pada Pelanggan manfaat Atribut Produk Simpati)
Abstract: Intermediate level
consumers (churn) in the telecommunications industry were high currently,
causing the company always strives to improve the quality, provide value,
attract new customers and retain existing customers. Loyalty means consumers
back to business transactions (purchases) repeatedly, although perhaps a
product of the company is not the best product on the market or have the lowest
prices. Consumer behavior can be explained by a view that customers are
satisfied, generally will be loyal to the products offered and finally, the
high level of satisfaction and loyalty of customers, will be able to reduce the
level of chumhappened. This research uses sampling method is based on specific
criteria or considerations, where the criteria or considerations used are user
simPATIzone and a resident of the city of Bandung. This research also uses the
simple regression method to Testing and processing of data. The results showed
that customer satisfaction on product attributes benefit’s simPATI effect on
customer loyalty by 48.6%
Penulis: Kezia Kurniawati,
Kartika Imasari Tjiptodjojo
Kode Jurnal: jpmanajemendd150663
