PENGARUH RELATIONSHIP MARKETING TERHADAP KEPUASAN PELANGGAN PADA PT. TELKOMSEL GraPARI MALANG

Fahrizal, Bustomi (2009) PENGARUH RELATIONSHIP MARKETING TERHADAP KEPUASAN PELANGGAN PADA PT. TELKOMSEL GraPARI MALANG. Other thesis, University of Muhammadiyah Malang.

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Abstract

This study aims to determine the influence of Relationship Marketing is composed of variable quality of service, commitment, communication, and mutual benefits to customer satisfaction PT. MALANG GraPARI TELKOMSEL and know of Relationship Marketing variables such as the quality of service, commitment, communication, and mutual benefit of the dominant influence on customer satisfaction PT. TELKOMSEL GraPARI Dept. This type of research is survey research, where researchers conducted observations in data collection, the researchers only records the data as it is, analyze and interpret data. The data used are primary data is the data obtained from the first source through a questionnaire which contains questions relating to the variables that have been determined that include: relationship marketing and customer satisfaction. While secondary data are further processed and presented in PT. MALANG GraPARI TELKOMSEL who meluputi condition of the company on issues of organizational structure, vision and mission, Operational Aspects, and Marketing. Analysis using Multiple Linear Regression. Overall the study results are known, namely the independent variable Relationship marketing is composed of variable Quality of Service (X1), Commitment (X2), Communication (X3) and Mutual Benefit (X4) and simultaneously have a significant effect of partial variable customer satisfaction in using services in TELKOMSEL GraPARI Dept. Based on the results of multiple linear regression test showed that the variable Quality of Service (X1) has a partial coefficient of determination of the most major. Thus the unknown variable Quality of Service (X1) has a dominant influence on the variables of customer satisfaction in using the services in TELKOMSEL GraPARI MALANG (Y). Based on the research, the advice can be given are: PT. MALANG GraPARI TELKOMSEL deemed necessary to enhance the activities that can build, improve, develop and maintain a realtionship marketing concept that includes Quality of Service, Commitment, Communication and Mutual Benefit so as to create a strong belief in self Customer TELKOMSEL GraPARI Dept particular and society in general. Based on the results of this research is that there are other variables that could affect customer satisfaction, expected PT. MALANG GraPARI TELKOMSEL give more attention to these other factors.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HB Economic Theory
Divisions: Faculty of Economic > Department of Management
Depositing User: Anwar Jasin
Date Deposited: 19 Apr 2012 07:17
Last Modified: 19 Apr 2012 07:17
URI: http://eprints.umm.ac.id/id/eprint/2463

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