HIDAYAT, EDITH (2013) PENGARUH KEPUASAN KONSUMEN, ZONA TOLERANSI DAN CITRA PERUSAHAAN TERHADAP LOYALITAS PELANGGAN PT.INDOSAT.TBK DI SURABAYA PASCA PENGUMUMAN LAYANAN PENYEDIA KONTEN PENYEDOT PULSA OLEH BRTI. Undergraduate thesis, STIE Perbanas Surabaya.
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Abstract
“The Influence Of Customer Satisfaction, Zone Of Tolerance And Corporate Image On PT.Indosat.tbk Customer Loyalty In Surabaya After The Announcement Service Content Provider Vacuum Balance By BRTI” This research aims to find out the effect of customer satisfaction, zone of tolerance and corporate image on PT.Indosat.tbk customer loyalty in surabaya after the announcement service content provider vacuum balance by BRTI. Because PT.Indosat.tbk is at position number two in the case of vacuum balance. The type of data in use is the primary data spreading to the users use questionnaire with respondent customer of PT.Indosat.tbk in Surabaya. The purpose to use customer PT.Indosat.tbk as repondent to collecting response about impact of the announcement service content provider vacuum balance by BRTI on each variable. The measurement by the use of a scale likert with scale of 1 to 5. The result in this research is the influence of each variable independent was positively significant to dependent variable. And there is reduction effect of zone tolerance because many of customer cannot accept their loss. That’s why at the end of this research we suggest for PT.Indosat.tbk to return customer balance evenly without exception. Keywords : Customer Satisfaction, Zone Of Tolerance, Corporate Image, Customer Loyalty
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.83 - MARKET RESEARCH |
| Divisions: | Bachelor of Management |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 22 Jul 2016 09:19 |
| Last Modified: | 22 Jul 2016 09:19 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/151 |
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