PENGARUH KUALITAS LAYANAN, NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN SPEEDY DI SURABAYA

Siti , Ning Farida (2014) PENGARUH KUALITAS LAYANAN, NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN SPEEDY DI SURABAYA. Jurnal Ilmu Ekonomi Pembangunan , 5 (1). pp. 96-109. ISSN 977-2088-0677

[img]
Preview
PDF - Published Version
Download (386Kb) | Preview

    Abstract

    Customer dissatisfaction as a customer response to the evaluation of mismatch (disconfirmation) perceived between initial expectations with prior purchases (or other performance norms) and perceived actual performance of the product after use. Customer complaints in response to the evaluation of the perceived discrepancy between initial expectations and actual product before purchase is perceived after use.Satisfaction can only be felt after we make a purchase and enjoy the services provided. Customer satisfaction can be seen after the purchase and re-purchase recommended by existing customers.The growth rate of Internet users in Indonesia is estimated at 23% annually. Of this figure could be higher if the crisis recovery is faster. Besides the actual number of Internet users still need to account for access from Internet cafes are mushrooming growth.Statistical test results showed that a significant difference between the variable Value to the Customer Customer Satisfaction Speedy in Surabaya. This is because customer satisfaction is usually formed into a key indicator of a market share and profits, and an important indicator of a company's financial health entirely. More from Mazumdar (1993) that the value of the customer to be more oriented to customer satisfaction and interact with each other. Rather, they tend to make a decent exchange between benefits and sacrifices formed in getting a product or jacket

    Item Type: Article
    Subjects: H Social Sciences > HF Commerce > HF5001 Business. Business Administration > HF5415.32 Consumer Behavior
    Divisions: UPN Jatim Journal > Jurnal Ilmu Ekonomi Pembangunan
    Depositing User: Users 8 not found.
    Date Deposited: 09 Dec 2014 15:14
    Last Modified: 09 Dec 2014 15:14
    URI: http://eprints.upnjatim.ac.id/id/eprint/6583

    Actions (login required)

    View Item