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PENINGKATAN CUSTOMER LOYALTY MELALUI RELATIONSHIP MARKETING (TRUST, COMMITMENT, DAN COMMUNICATION) PADA PT. CITAS OTIS ELEVATOR DI JAKARTA

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With the increase in the property business in Indonesia must provide business opportunities for companies that are related in it , one of which is the increasing demand for elevators and escalators for office buildings , apartments , flats or residential homes that will be or are being built . In this case PT . Citas Otis Elevator Elevator as the biggest company in Indonesia which is engaged in the Elevator and Escalator . Products offered include Otis Elevator , Homelift , Escalator and Moving Walks. Based on that condition , writer trying to conduct an event reaserch study about the correlation between relationship marketing with customer loyalty Citas Otis Elevator in Jakarta, there is a theory that is concerned with relationship marketing, wich includes three things characteristic, namely trust, commitment, and communication (Biels on Arnett, 2005).
The study aims to: 1) Testing and examining the influence of trust on customer loyalty Citas Otis Elevator in Jakarta. 2) Testing and examining the influence of commitment on customer loyalty Citas Otis Elevator in Jakarta. 3)Testing and examining the influence of communication on customer loyalty Citas Otis Elevator in Jakarta. 4) Testing and Examining the influence of trust, commitment, and communication together on customer loyalty Citas Otis Elevator in Jakarta. Data analyzed using multiple regression.
The result of this study indicate that trust, commitment, and communication has a significant influence on customer loyalty Citas Otis Elevator in Jakarta. It is reasonable to conclude, on this evidence, that customer loyalty can be created, reinforced and retained by marketing plans aimed at building trust, demonstrating commitment to service, communicating with customer timely, reliable and proactive fashion.
Keywords: trust, commitment, communication, customer loyalty, relationship marketing

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Detail Information

Series Title

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Call Number

S 111541 MUH p

Publisher

Jakarta : STIE Indonesia Banking School., 2015

Collation

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Language

Indonesia

ISBN/ISSN

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Classification

658.07

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)

Skripsi IBS (Manajemen)

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