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The Impact of Customer Retention Strategies and Customer Satisfaction toward Customer Loyalty on Mobile Phone Users in South Jakarta (Case Study of PT. Indosat)

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The evolution of technology has trigger telecommunication companies in Indonesia to implement the CRM study on their business process, including PT Indosat Tbk. the CRM study, which stands for Customer Relationship Management may help companies to reach, attract, acquire and retain mobile phone users. in order to retain the existing customer, a company need to develop retention strategies. the purpose of this study is to analyze whether customer retention strategies can significantly influences the rate of customer satisfaction and customer loyalty, as well as the correlation between customer satisfaction and customer loyalty. This research is a descriptive study which use quantitative data approach that gathered from primary and secondary data. the questionnaire was distributed in the customer service and community of Indosat, targeted for Indosat subscribers. the result shows that there is a strong relationship from customer retention strategies toward customer satisfaction and customer loyalty. There is a relation between customer satisfaction and customer loyalty although it is very weak.

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Availability

B01647

(Rack Thesis)

Available

Detail Information

Series Title

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Call Number

1647

Publisher

: Swiss German University., 2014

Collation

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Language

English

ISBN/ISSN

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Classification

NONE

Content Type

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Media Type

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Carrier Type

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Edition

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Subject(s)

Customer loyalty
Customer satisfaction
IBA
Customer relationship management
Customer retention strategies

Specific Detail Info

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Statement of Responsibility

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