ABSTRACTION
Niken Yuanita, 15211166
CUSTOMER SATISFACTION ANALYSIS PT Ramayana Lestari Sentosa Tbk. CIBITUNG
PI. Department of Management, Faculty of Economics, University Gunadarma, 2013
Keywords: Customer Satisfaction
Satisfying customer needs is the desire of every company. In addition to the factors important for the survival of the company, to satisfy the needs of consumers can increase competitive advantage. Consumers who are satisfied with the products and services are likely to buy back the products and reuse services at the same time needs to reappear later. This means satisfaction is a key factor for consumers to make repeat purchases which represent the largest portion of the company's sales volume. Consumer satisfaction is the level of consumers' feelings after comparing between what she received and hopes (Umar, 2005: 65). A customer, if satisfied with the value provided by the product or service, it is very likely to become a customer for a long time.
According to Philip Kotler and Kevin Lane Keller quoted from the book Marketing Management said that Customer Satisfaction is feeling happy or disappointed someone who emerged after comparing the performance (yield) of products considered against the expected performance (2007: 177).
CUSTOMER SATISFACTION ANALYSIS PT Ramayana Lestari Sentosa Tbk. CIBITUNG
PI. Department of Management, Faculty of Economics, University Gunadarma, 2013
Keywords: Customer Satisfaction
Satisfying customer needs is the desire of every company. In addition to the factors important for the survival of the company, to satisfy the needs of consumers can increase competitive advantage. Consumers who are satisfied with the products and services are likely to buy back the products and reuse services at the same time needs to reappear later. This means satisfaction is a key factor for consumers to make repeat purchases which represent the largest portion of the company's sales volume. Consumer satisfaction is the level of consumers' feelings after comparing between what she received and hopes (Umar, 2005: 65). A customer, if satisfied with the value provided by the product or service, it is very likely to become a customer for a long time.
According to Philip Kotler and Kevin Lane Keller quoted from the book Marketing Management said that Customer Satisfaction is feeling happy or disappointed someone who emerged after comparing the performance (yield) of products considered against the expected performance (2007: 177).
Tidak ada komentar:
Posting Komentar