Bahalwan, Hannan Hibatullah and Halim, Hasniati and Pasasa, Linus (2014) The Impact of Customer Retention Strategies and Customer Satisfaction Toward Customer Loyalty on Mobile Phone Users in South Jakarta (Case Study of PT. Indosat). Bachelor thesis, Swiss German University.

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Abstract

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.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	Customer Relationship Management, Customer Retention Strategies, Customer Satisfaction, Customer Loyalty
Subjects:	H Social Sciences > HF Commerce > HF5001 Business H Social Sciences > HF Commerce > HF5415 Consumer Behavior H Social Sciences > HF Commerce > HF5415 Consumer Behavior > HF5415.335 Consumer satisfaction
Divisions:	Faculty of Business Administration and Communication > Department of Business Administration
Depositing User:	Faisal Ifzaldi
Date Deposited:	25 Jul 2021 16:15
Last Modified:	25 Jul 2021 16:15
URI:	http://repository.sgu.ac.id/id/eprint/2115

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