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JURNAL BISNIS DAN AKUNTANSI
Vol. 14, No. 2a, Is. 1, November 2012, Hlm. 49-58

PENGARUH TRUST, COMMUNICATION, COMMITMENT, CONFLICT HANDLING TERHADAP CUSTOMER SATISFACTION

DENNY SEPTA HARYANTI

STIE Trisakti
septaharyanti@stietrisakti.ac.id

 

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Official URL:
http://www.tsm.ac.id/JBA/JBAVOL14/PENGARUH TRUST, COMMUNICATION, COMMITMENT, CONFLICT HANDLING TERHADAP CUSTOMER SATISFACTION

ABSTRACT:

Competition in the telecommunication industry increase rapidly. Many telecommunication providers serve good service to fulfill costumer’s needs. Developing long-term relationships have better value and is regarded as a more effective solution to improve the profitability of the company and retain customers in the increasingly fierce of competition. In an effort to retain customers, companies need to strive to provide satisfaction to the customers so as to create customer loyalty. Factors that may affect Customer Satisfaction are Trust, Communication, Commitment, and Conflict Handling. This study aims to determine the influence of several factors such as Trust, Communication, Commitment, and Conflict Handling on consumer Telkomsel in Jakarta. Questionnaires were distributed to 100 respondents. The results found that the trust affects the customer satisfaction on Telkomsel users is

Keyword :Trust, Communication, Commitment, Conflict Handling, Customer Satisfaction
 
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