PERANAN RELATIONAL BENEFITS DALAM PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN MEBEL LAMONGAN
Abstract
Memberikan kepuasan secara konsisten kepada pelanggan dapat membuat pelanggan menjadi loyal kepada perusahaan. Sikap loyal pelanggan kepada perusahaan akan sangat membantu perusahaan untuk dapat bertahan dalam persaingan bisnis karena pelanggan merupakan sumber pendapatan dari perusahaan. Relationship marketing adalah salah satu strategi pemasaran yang bisa digunakan untuk mencapai tujuan tersebut. Melalui strategi relational benefits perusahaan dapat memberikan manfaat atas hubungan antara perusahaan dan pelanggan. Penelitian ini dilakukan di perusahaan mebel di Lamongan dengan responden sebanyak 202 orang. Hasil penelitian menunjukkan bahwa confidence benefits dan social benefits berpengaruh positif dan signifikan terhadap kepuasan pelanggan dan loyalitas pelanggan mebel. Special treatment benefits berpengaruh positif dan signifikan terhadap kepuasan pelanggan akan tetapi tidak berpengaruh signifikan terhadap loyalitas pelanggan mebel. Selanjutnya, kepuasan pelanggan berpengaruh positif dan signifikan terhadap loyalitas pelanggan mebel.
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DOI: https://doi.org/10.21107/jsmb.v4i2.3965
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