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- W98413115 abstract "Relationship marketing basicly is relationship and long term connectionbetween producer, consumer, supplier, and other parties. Relationshipmarketing essence connected with steady relationship and exchange incontinuum based on trust and dependacy. Relationship marketing focusedon long term approach, whereas different with transactional marketingapproach that focused that short term oriented. The purpose of transactionalmarketing is to gain customer solely, where the purspose of relationshipmarketing is to gain and retain customer.To retain potential customer, Shangri-La Hotel at Surabaya appliedrelationship marketing program. The application of relationship marketingprogam is aimed to make customer more loyal so the relationship is notabout buyer and seller, but more toward to partnership. Relationshipmarketing program in Shangri-La Hotel at Surabaya is called Golden Circle.Relationship marketing concept used in this research is according toKotler and Armstrong (2007:579-582), consist of: financial benefit, socialbenefit, and structural ties. Customer loyalty concept used in is according toGriffin (2005: 31), consist of: makes regular repeat purchases, purchasesacross product and service lines, refer others, and demonstrates animmunity to the pull of the competition.This research resulted few founds, those are: research hypothesis isaccepted, or relationship marketing effected customer loyalty Shangri-LaHotel at Surabaya. The relationship between relationship marketing andcustomer loyalty is positive, or if there are more relationship marketing,then customer become more loyal, vice versa." @default.
- W98413115 created "2016-06-24" @default.
- W98413115 creator A5014375696 @default.
- W98413115 date "2010-09-07" @default.
- W98413115 modified "2023-09-27" @default.
- W98413115 title "Pengaruh Relationship Marketing terhadap Loyalitas Pelanggan Hotel Shangri-La di Surabaya" @default.
- W98413115 hasPublicationYear "2010" @default.
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