Kumpulan Skripsi & Artikel Jurnal Ilmiah

2009

A Study on the service value, customer satisfaction, customer loyalty, and company?s revenue growth as a chain relationship in PT.IMSI: the service Profit Chain model approach

Filed under: Uncategorized — Tags: , , , , — dvanhlast @ 7:31 am

Author : CAROLLINA, NOVIANTY

Honda is one of car global brand as it is being produced in Japan. Therefore as Honda Company has made its way to global enrichment, it produces Honda cars not only in Japan. Currently PT. IMSI is a car distributor (main dealer) in East Java, Bali and Lombok. PT. IMSI is a potential company, it has its strengths in some parts but also there were some problems appear in the company. This FAR was focusing in the service value, customer satisfaction, customer loyalty, and companies? revenue growth as a chain relationship in the Service Profit Chain model approach as currently service is a crucial part in the business era. The results of the research show the relationship between service value, customer satisfaction and customer loyalty was associated positively. However, there was no association between customer loyalty and revenue growth after all. Based on the problems appeared in the company and the findings, management of IMSI could develop its business performances by developing company?s competitive strategy and management philosophy on the basis of this analysis.

Keyword : service profit chain, service value, customer satisfaction, customer loyalty, revenue growth

Sumber : http://repository.petra.ac.id/1091/

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