Image of Mempertahankan Loyalitas Pelanggan Auto 2000 melalui Pencapaian Customer Satisfaction dan Trust

Karya Ilmiah Dosen

Mempertahankan Loyalitas Pelanggan Auto 2000 melalui Pencapaian Customer Satisfaction dan Trust



The existence of customer loyalty is believed to reduce of marketing cost, because the existing customers have not switch to another brand or dealer. The process to find new customers is relatively more difficult and requires more expensive costs when compared to retain existing customers. Thus retain existing customers as a whole can improve the profitability of the company. The purpose of this study was to find out how to influence customer satisfaction and trust to increase customer loyalty Auto 2000 in Depok. This research method using descriptive and verification method by taking a sample of 200 customers using statistical analysis Structural Equation Model (SEM). Based on the results of the analysis indicate that customer loyalty Auto 2000 is affected by the level of customer satisfaction. The results showed levels of satisfaction effect on customer loyalty. While the indicators examined the attributes of products and services is an important part in achieving customer satisfaction. Customer loyalty is influenced by the level of customer trust in the Auto 2000 automotive service. Satisfaction and trust customer of Auto 2000 to create variety of services establish a positive power in the long-term customer loyalty. Thus the customer loyalty of Auto 2000 can be maintained throughout able to achieve satisfaction and trustworthy of customer.


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EKIDUPT180046EKIDUPT180046Perpustakaan Pusat (EKIDUPT180046)B A C A
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Judul Seri
Seminar Nasional & Call For Paper, Forum Manajemen Indonesia (FMI) Ke-7. “Dinamika Dan Peran Ilmu Manajemen Untuk Menghadapi AEC”
No. Panggil
-
Penerbit Forum Manajemen Indonesia: Jakarta.,
Deskripsi Fisik
20 p.
Bahasa
Indonesia
ISBN/ISSN/NPM
978-602-73177-0-3
Klasifikasi
NONE
Tipe Isi
text
Tipe Media
Textbook
Tipe Pembawa
-
Edisi
-
Subyek
Info Detil Spesifik
-
Pernyataan Tanggungjawab

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