Manfaat dan Konsekuensi Hubungan antara Customer Contact Employee dan Pelanggan dalam Membangun Loyalitas Konsumen di Bidang Jasa

Abstract

Building relationship with customer is increasingly viewed as a strategic necessity in recent service business. In this study the author’s attempt to determine if relational benefit delivered by customer contact employee in within context of alongterm relationship have positive impact on customer satisfaction, and loyalty. Two-step approach to structural equation modeling was used to test hyphotesis. The respondents were 222 customer haircut shop in Yogyakarta and Solo. The author found that relationship benefit delivered by customer, except social benefit are positively associated with satisfaction, and loyalty.