EN 
IN
Journal article
PENGARUH RELATIONAL BENEFIT TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN
I Made Surya Prayoga Ni Nyoman Kerti Yasa I Made Wardana
Volume : 17 Nomor : 1 Published : 2015, March
Jurnal Manajemen dan Kewirausahaan
Abstrak
Providing customer satisfaction consistently, can make customers become loyal to the company. Loyal customers are the source of income and they will help the company to survive in the business competition. Relationship marketing is a strategy that can be used to achieve these goals, through relational benefits strategy, the company can give the benefit from relationship between companies and customers. This study analyses Relationship Marketing in the workshop of PT. Honda Dewata Motor through 153 respondents. The results show that confidence benefits and social benefits have positive effect on customer satisfaction, then special treatment benefits has no significant effect on customer satisfaction and loyalty to workshop. Customer satisfaction has positive impact to customer loyalty significantly. Keywords: Relational Benefits, Customer Satisfaction, Customer Loyalty