Pengaruh Citra Perusahaan, Kepuasan Pelanggan dan Penanganan Keluhan Terhadap Loyalitas Pelanggan PT. Reska Multi Usaha Branch Office 1, Jakarta
DOI:
https://doi.org/10.53866/jimi.v1i1.6Keywords:
corporate image, customer satisfaction, complaint handling, customer loyaltyAbstract
This study aimed to determine the effect of corporate image, customer satisfaction, and complaint-handling variables on customer loyalty. This type of research is quantitative research. Sampling in this study used purposive sampling with a sample of 80 people. This research takes the object at PT. Multi-Business Reska. The data analysis technique used was multiple linear regression analysis. The results of data analysis show that the company's image partially significantly affects customer loyalty. In contrast, customer satisfaction and complaint-handling variables have not been proven to influence customer loyalty. This research can help make a positive contribution to PT. Reska Multi Usaha, or companies that need to be able to find out how the variables influence corporate image, customer satisfaction, and complaint handling on customer loyalty and provide recommendations to company leaders to be able to determine policies based on the conclusions of suggestions from this study.
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