Kajian Perbandingan Metodologi Customer Satifaction Index Indonesia dan Negara Lain  

Oleh:

Enny Triwidiastuti, Sri

Jenis: Article from Journal - ilmiah nasional
Dalam koleksi: Jurnal Organisasi dan Manajemen vol. 4 no. 2 (Sep. 2008), page 85-99.
Topik: CSI; Customer Loyalty; Service and Product

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ153.1 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

This article discuss 4 methpdologies on Consumer Satisfaction Index (CSI) developed by used in respective countries, e.g. USA, Germany, Hong Kong and Indonesia. This plusses and minuses of each methodology are studied thoroughly and the results are used to improve CSI of Indonesia particulary for the service industry. The index measurement models are looked into perspectives of psycho-economic which positioned customer loyalty as dependent variable. The Customer Satisfaction Indexes in discussin are similar in respect that all based on services and product measurement.

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