PENGARUH KEPUASAN PELANGGAN DAN DIMENSI RELATIONSHIP COMMITMENT TERHADAP CUSTOMER RETENTION PADA CV TIGA SAUDARA
It is important for a company to retain its customers. Company spend a higher cost to attract new customer than to retained it. The objective of this research is to find the cause of customer retention. Drawing on this framework developes several hypotheses regarding the effect of three prominent dr...
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| Main Authors: | , |
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| Format: | Theses and Dissertations NonPeerReviewed |
| Published: |
[Yogyakarta] : Universitas Gadjah Mada
2013
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| Subjects: | |
| Online Access: | https://repository.ugm.ac.id/125478/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=65647 |
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| Institution: | Universitas Gadjah Mada |
| Summary: | It is important for a company to retain its customers. Company spend a
higher cost to attract new customer than to retained it. The objective of this
research is to find the cause of customer retention. Drawing on this framework
developes several hypotheses regarding the effect of three prominent drivers on
customer retention such as, customer satisfaction, calculative commitment, and
affective commitment.
Survey method concsist of thirteen instuments that represent each
variable was use to test the hypotheses. This survey is given to customer of CV
Tiga Saudara in Tangerang. The result support consistent effect of calculative
commitment on retention. |
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