ANALYSIS FACTOR INFLUENCING CUSTOMER LOYALTY OF HARMACEUTICAL DISTRIBUTOR TOWARD CITRA JANANURAGA INCORPORATION, SEMARANG

MEDYAWATI, VIANA (2010) ANALYSIS FACTOR INFLUENCING CUSTOMER LOYALTY OF HARMACEUTICAL DISTRIBUTOR TOWARD CITRA JANANURAGA INCORPORATION, SEMARANG. Masters thesis, Unika Soegijapranata Semarang.

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Abstract

The title of this research is a case study at pharmaceutical distributor of Citra Jananuraga Incorporation, Semarang analyzing the factors influencing customer loyalty. This study aims to find the perception of the respondents regarding the factors influencing the customer loyalty and the significant factors influencing the customer loyalty to Citra Incorporation. At the end of this study, the researcher is able to formulate the strategies to increase the customer loyalty to Citra Incorporation. Type of the data used is primary data collected from the 33 pharmacies of Citra Incorporation. in Central part of Semarang. The technique of collecting the sample in this research is Purposive Quota Sampling. The questionnaires of 20 questions were used to get the responds from respondents. The technique of data analysis consists of validity and reliability test, and finally the analysis instruments used are descriptive and inferential analysis. The descriptive analysis isfpl:. defining the descriptive statistic measurement as simple and complete as possible and inferential analysis isfor taking conclusion or decision of a research based on samples of data. The respondents agreed that the facilities of Citra Incorporation. a e good; the medicine is legal, the name is well-known, the services are good, the relationShip between the owner or sales force and the customers is close, and the competency of the sales forces is also good The inferential analysis by factor analysi hows that the most to the least influencing factors toward customer loyalty in Citra Incorporation. are communication, superiority, per/9rmance, product completeness, and services of Citra Incorporation. The ( actors were al~ included! in marketing mix to develop customer loyalty Eventually communication in terms of good relationship between the owner and the sales force and the timeflexi/J·/ity of the sales forces are the most importantfactar to have customer loyalty in Citra Jananuraga Incorporation, Semarang

Item Type: Thesis (Masters)
Subjects: > 650 Management > 658 Management > Marketing Management
Divisions: Graduate Program in Science Management
Depositing User: Mrs Christiana Sundari
Date Deposited: 05 Nov 2018 06:39
Last Modified: 05 Nov 2018 06:39
URI: http://repository.unika.ac.id/id/eprint/17221

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