publication . Article . 2013

Pengaruh Komunikasi Pelayanan dan Kepuasan terhadap Loyalitas Pelanggan di 7-Eleven Buaran

Jerry Marcellinus Logahan; Yohana Tiara Eka Putri;
Open Access English
  • Published: 29 Nov 2013 Journal: Binus Business Review (issn: 2087-1228, eissn: 2476-9053, Copyright policy)
  • Publisher: Bina Nusantara University
Abstract
This research was motivated by low communication in the business retail in terms of service from employees to customers. It influences the decline in customer satisfaction and leads to customer loyalty at a very low level. This study aims to identify and analyze the significance of the influence of customer service (X 1 ) and customer satisfaction (X 2 ) on customer loyalty (Y). Research was conducted in February - May 2013 held at 7- Eleven Buaran Jakarta. Research used quantitative method by using questionnaires filled directly by the visitors of 7-Eleven Buaran with a population of 19.920 people and a sample of 100 people, calculated using the Slovin formula....
Subjects
free text keywords: communication, customer service, customer satisfaction, customer loyalty, Social Sciences, H, Commerce, HF1-6182, Business, HF5001-6182, Loyalty business model, Customer satisfaction, Terms of service, Customer service, Population, education.field_of_study, education, Service quality, Marketing
Related Organizations
Powered by OpenAIRE Open Research Graph
Any information missing or wrong?Report an Issue
publication . Article . 2013

Pengaruh Komunikasi Pelayanan dan Kepuasan terhadap Loyalitas Pelanggan di 7-Eleven Buaran

Jerry Marcellinus Logahan; Yohana Tiara Eka Putri;