Efektivitas Loyalty Program dalam Costumer Relationship Management terhadap Kepuasan dan Loyalitas Pelanggan (Studi Kegiatan Divisi Retensi dalam Pelaksanaan Loyalty Program "Im3@School Community" pada PT Indosat Tbk. Kantor Cabang Malang)  

Oleh:

[s.n]

Jenis: Article from Journal - ilmiah nasional - terakreditasi DIKTI
Dalam koleksi: Jurnal Ilmu Komunikasi vol. 6 no. 02 (Dec. 2009), page 177-206.
Topik: Loyalty Program; Satisfaction; Loyalty

Ketersediaan

Perpustakaan PKPM Nomor Panggil: J113 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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The objective of this research is to analyze the influence of Loyalty Program in Costumer Relationship Management (CRM) toward satisfaction and loyalty of PT Indosat Tbk. Malang Branch costumers. Loyalty Program is one of the costumer retention's strateies from PT Indosat Tbk. that belongs to development and application process of Costumer Relationship Management (CRM). Dealing with that, a corporate could design a Loyalty Program that appropriate with their costumers. This program will be very helpful for corporate to increase their costumers' satisfaction, and loyalty, and also to keep their costumers influenced by others competitor's affered. The data in this research analyzed by using linier regression analysis and the result of analysis shows that there are significant influence of Loyalty Program in Costumer Relationship Management (CRM) toward costumer satisfaction and costumer loyalty of PT Indosat Tbk. Malang Branch: and there are significant influence of satisfaction toward loyalty of PT Indosat Tbk. Malang Branch costumers.Indeed, to produce loyal costumer there is a need of strategy and has done by PT Indosat Tbk. through application of Costumer Relationship Management with the highlight in Loyalty Program. This strategy proved could increase corporate business performs by increasing costumer satisfaction and in the end could make thae loyalty grow in them.

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