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Title: | Pengaruh Kepuasan Pelanggan terhadap Loyalitas Konsumen di Perusahaan Pusat Penelitian Kelapa Sawit Medan |
Other Titles: | The Influence of Customer Satisfaction on Consumer Loyalty at the Medan Palm Oil Research Center Company |
Authors: | Maharani |
metadata.dc.contributor.advisor: | Marbun, Patar |
Keywords: | kepuasan pelanggan;loyalitas konsumen;consumer loyalty |
Issue Date: | 2014 |
Publisher: | Universitas Medan Area |
Series/Report no.: | NPM;108320042 |
Abstract: | Kepuasan pelanggan berpengaru pada peningkatan loyalitas konsumen yang bersangkutan atau sebaliknya dapat menurunkan loyalitas konsumen yang bersangkutan. Kepuasan adalah perasaan senang atau kecewa seseorang yang timbul karena membandingkan kinerja yang dipersepsikan produk (atau hasil) terhadap ekspetasi mereka. Sedangkan loyalitas pelanggan adalah Terciptanya kepuasan dapat memberikan beberapa manfaat diantaranya hubungan antara perusahaan dan pelanggan menjadi harmonis, menjadi dasar bagi pembelian ulang dan menciptakan loyalitas pelanggan serta rekomendasi dari mulut ke mulut yang menguntungkan perusahaan. Customer satisfaction has an influence on increasing loyalty concerned consumers or vice versa can reduce loyalty the consumer concerned. Satisfaction is a feeling of pleasure or someone's disappointment that arises from comparing one's performance perceived product (or outcome) against their expectations. Whereas Customer loyalty is the creation of satisfaction that can provide Some of the benefits include the relationship between the company and customers become harmonious, become the basis for repeat purchases and create customer loyalty as well as word of mouth recommendations benefit the company. |
Description: | 50 Halaman |
URI: | https://repositori.uma.ac.id/handle/123456789/23195 |
Appears in Collections: | SP - Management |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
108320042 - Maharani - Chapter IV.pdf Restricted Access | Chapter IV | 7.07 MB | Adobe PDF | View/Open Request a copy |
108320042 - Maharani - Fulltext.pdf | Cover, Abstract, Chapter I, II, III, V, Bibliography | 2.79 MB | Adobe PDF | View/Open |
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