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All Journal Journal of Economic, Bussines and Accounting (COSTING)
Siti Nurhayati
Universitas Muhammadiyah Kupang
Economics, Econometrics & Finance

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Pengaruh Penanganan Keluhan dan Komunikasi Pemasaran Terhadap Loyalitas Muhammad Ade Kurnia Harahap; Normansyah Normansyah; Siti Nurhayati; Irma M Nawangwulan; Samuel PD Anantadjaya
Journal of Economic, Bussines and Accounting (COSTING) Vol 7 No 2 (2024): COSTING : Journal of Economic, Bussines and Accounting
Publisher : Institut Penelitian Matematika, Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/costing.v7i2.7822

Abstract

Customer loyalty is one of the most important aspects in the business world. Retaining existing customers is often more cost-effective than finding new customers. The purpose of this study was to analyze the effect of complaint handling and marketing communication on loyalty. The research method used is a literature study or Library Research with a qualitative approach. Based on the literature review conducted on the results and discussion, it can be concluded as follows: (1) The effect of handling complaints has a positive effect on loyalty (2) The effect of marketing communication has a positive effect on loyalty. Keywords: complaint handling, marketing communication, loyalty
Co-Authors Irma M Nawangwulan Muhammad Ade Kurnia Harahap Normansyah Samuel PD Anantadjaya