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A Study on the service value, customer satisfaction, customer loyalty, and company's revenue growth as a chain relationship in PT.IMSI: the service Profit Chain model approach

Carollina, Novianty (2005) A Study on the service value, customer satisfaction, customer loyalty, and company's revenue growth as a chain relationship in PT.IMSI: the service Profit Chain model approach. Bachelor thesis, Petra Christian University.

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Abstract

Honda is one of car global brand as it is being produced in Japan. Therefore as Honda Company has made its way to global enrichment, it produces Honda cars not only in Japan. Currently PT. IMSI is a car distributor (main dealer) in East Java, Bali and Lombok. PT. IMSI is a potential company, it has its strengths in some parts but also there were some problems appear in the company. This FAR was focusing in the service value, customer satisfaction, customer loyalty, and companies' revenue growth as a chain relationship in the Service Profit Chain model approach as currently service is a crucial part in the business era. The results of the research show the relationship between service value, customer satisfaction and customer loyalty was associated positively. However, there was no association between customer loyalty and revenue growth after all. Based on the problems appeared in the company and the findings, management of IMSI could develop its business performances by developing company's competitive strategy and management philosophy on the basis of this analysis.

Item Type: Thesis (Bachelor)
Uncontrolled Keywords: service profit chain, service value, customer satisfaction, customer loyalty, revenue growth
Subjects: UNSPECIFIED
Divisions: UNSPECIFIED
Depositing User: Admin
Date Deposited: 23 Mar 2011 18:48
Last Modified: 02 May 2011 14:19
URI: http://repository.petra.ac.id/id/eprint/6720

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