PENERAPAN TOTAL QUALITY SERVICE SEBAGAI UPAYA MENCAPAI LOYALITAS CUSTOMER
ABSTRACT: Globalization has
created business environment that cause necessariness reoverview of management
system which used by organization to get survive and prosper. Globalization
create a big change to the way organization to compete. Although that in
essence still same, it means only organization which give the higher value to
customers which will survive and grow.
So that, organization have to deliver the higher value to customers in
order to the organization can give the satisfaction to customers so emerges
trust from customers. It is will emerge the highest of level of confidence so
result appeareance sense of belonging for customers. Finally, will create
customers loyalty is the highest form of the customer satisfaction. To get
there, the application of Total Quality Service is needed. The Total Quality
Service has five dimensions: customer focus, total involvement, measurement,
systematic support, and continual improvement.
Keywords: customer loyalty,
total quality service, value, and the customer satisfaction
Penulis: Siti Al Fajar
Kode Jurnal: jpmanajemendd090076
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