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Details for Hubungan Antara Loyalitas Pelanggan Dan Kepuasan Pelanggan
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NameHubungan Antara Loyalitas Pelanggan Dan Kepuasan Pelanggan
Description
HUBUNGAN ANTARA LOYALITAS PELANGGAN DAN KEPUASAN PELANGGAN

Myrza Rahmanita dan Kusmayadi

Diadaptasi dari:
John T. Bowen dan Shiang-Lih Chen

Abstract
 
Develops and implements a method for hotels to identify attributes that will increase customer loyalty. Other hotels can replicate the methodology used in this study. The study makes the uses of the hotel’s database to draw samples for both focus groups and a mail survey. Based on 564 completed surveys from hotel guests, the authors found the relationshi p between customer satisfactio n and customer loyalty was non-linear. The authors use the data to develop internal benchmarks for the hotel based on scores that were representativ e of loyal customers . The study makes use of the hotel’s database to draw samples for both focus groups and a mail survey.
 
Keywords :  customer loyalty, customer satisfaction, database marketing, hotels
 
FilenameHubungan antara loyalitas pelanggan dan kepuasan pelanggan.pdf
Filesize151.91 kB
Filetypepdf (Mime Type: application/pdf)
Creatoradmin
Created On: 03/14/2009 10:06
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Last updated on 03/14/2009 10:06
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