EVALUASI DAN PENGEMBANGAN STRATEGI CUSTOMER RELATIONSHIP MANAGEMENT BERBASIS KEPUASAN DAN LOYALITAS NASABAH PT AXA MANDIRI FINANCIAL SERVICES

SAFIRA, NUKE MAYA (2010) EVALUASI DAN PENGEMBANGAN STRATEGI CUSTOMER RELATIONSHIP MANAGEMENT BERBASIS KEPUASAN DAN LOYALITAS NASABAH PT AXA MANDIRI FINANCIAL SERVICES. S2 thesis, Universitas Mercu Buana Jakarta - Menteng.

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Abstract

High levels of customer satisfaction is not necessarily continue in loyalty. This reserch aimed to evaluate and develop customer relationship management strategy within satisfaction and loyalty approach that focuses on long term relationships where the company delivers benefit and value based on customers’s perspective. The method used was qualitatitive research with a descriptive type. Source of primary data is AXA Mandiri customer as a key information, sales person that act as company’s liaison, also supported by secondary data. Research has showed that build customer loyalty should be understood as behavioral issue where the customer interaction experience from the product introduction until product services, very influential on customer loyalty. Key words : customer satisfaction, customer loyalty, customer behavior, customer interaction

Item Type:	Thesis (S2)
Call Number CD:	CDT-551-10-241
NIM/NIDN Creators:	55109110114
Uncontrolled Keywords:	customer satisfaction, customer loyalty, customer behavior, customer interaction. MM, TESIS MAGISTER MANAJEMEN
Subjects:	600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum
Divisions:	Pascasarjana > Magister Manajemen
Depositing User:	RIA SYAFITRI
Date Deposited:	16 Jul 2022 06:16
Last Modified:	16 Jul 2022 06:24
URI:	http://repository.mercubuana.ac.id/id/eprint/65328

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