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All Journal Dinasti International Journal of Management Science
Agustin Hermawati
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Other

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The Influence of Complaint Handling, Marketing Communication and Trust on Loyalty (Marketing Management Literature Review) Agustin Hermawati
Dinasti International Journal of Management Science Vol 4 No 2 (2022): Dinasti International Journal of Management Science (November - December 2022)
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31933/dijms.v4i2.1551

Abstract

Literature Article Review of the Effect of Complaint Handling, Marketing Communication and Trust on Customer Loyalty PT Bank BCA KCU Semarang is a scientific article that aims to build a research hypothesis of influence between variables that will be used in future research, within the scope of Marketing Management science. The method of writing this Literature Review article is the library research method, which is sourced from online media such as Google Scholar, Mendeley and other academic online media. Research data is primary data collected through questionnaires in the form of google forms, as well as secondary data collected with documentation techniques. Sampling with random samples, while the calculation technique uses the Slovin formula so that a sample of 400 is obtained. But only 150 respondents were willing to fill out the questionnaire. Data analysis techniques use multiple regression analysis. The results of this Literature Review article are: 1) Complaint Handling affects Loyalty; 2) Marketing Communications affect Customer Loyalty; 3) Trust affects Customer Loyalty; Customers.
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