Detail Analisis Perbandingan Antara Net Promoter Score dan Indonesian Customer Satisfaction Index Dihubungkan dengan Pertumbuhan Pendapatan Perusahaan Bibliografi Author: PRAKOSO, HARYO BUDI ; Surbakti, Feliks Prasepta Sejahtera (Advisor) Topik: Customer Satisfaction and Loyalty; Net Promoter Score; Indonesian Customer Satisfaction Index. Bahasa: (ID )     Penerbit: Program Studi Teknik Industri Fakultas Teknik Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2010     Jenis: Theses - Undergraduate Thesis Fulltext: Haryo Budi Prakoso 's Undergraduated Theses.pdf (3.86MB; 12 download) Haryo Budi Prakoso-PENDUKUNG.pdf (32.33KB; 0 download) Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: FTI-537 Non-tandon: tidak ada Tandon: 1  Lihat Detail Induk Abstract A leading loyalty consultant Fred Reichheld introduced a way of measuring loyalty called Net Promoter Score (NPS). Reicheld stated that compared to the other survey questions based on customers, the Net Promoter Score is the best measure that can predict the growth of the company. However, claims Net Promoter Score as a superior measure of customer satisfaction than other measures led to the pros and cons among researchers and consultants. One of the researchers and consultants are also the most opposed is Timothy L. Keiningham. In his research, he tried to break F. Reicheld assumption that the Net Promoter Score is the best predictor for the growth of the company. Keiningham comparing NPS (Net Promoter Score) and ACSI (American Customer Satisfaction Index) based on the correlation of the two measurements on the growth of the company. It turned out that Keiningham research results prove that Reichheld claims are wrong. Can be concluded that, ACSI has a higher correlation than the NPS. This shows that ACSI has a prediction rate of growth of the company better than NPS. Based on these problems so we did a research with the aim of comparing the Net Promoter Score (NPS) with the Indonesian Customer Satisfaction Index (ICSI). NPS questionnaire form to the customer a question regarding how much the customer recommendations on products, services or brand on a scale of 0-10. Like ACSI, ICSI is a national customer satisfaction index, and has become a barometer of customer satisfaction survey ratings of various brands or products in Indonesia. NPS and ICSI compared to the growth of corporate revenue. Results from data processing at the research questionnaire found that the NPS score is obtained by reducing the percentage of promoters with the percentage of detractors. Comparison of NPS and ICSI on corporate revenue growth are conducted using simple linear regression test with the two industry categories as the object of research. Test results obtained from the value of the coefficient of determination (Rsquare) ICSI is greater than the NPS. The greater the R-square value so the more powerful relationship of the two variables tested, mean ICSI have a higher correlation than the NPS. This is in line with the results of research conducted by Keiningham and once again proves that the NPS is not the best predictor for companies growth. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

Copyright © 2006, 2007 Unika Atma Jaya, all rights reserved