CELAH-CELAH PENURUNAN SUKU BUNGA PINJAMAN DALAM RANGKA MEMBERDAYAKAN UMKM

Abstract

Globalization in the ï¬ eld of industry cannot be avoided along with
the development of telecommunication. By the development of communications
technology, the business competitions are more competitive. Therefore, the cellular
operators compete to provide excellent service by offering a wide range of product
variants all of which focused on increasing customer satisfaction. The increasing of
customer satisfaction will result in the increase of customer loyalty. And that is also
implemented by Telkomsel (Kartu Halo), one of the cellular operators. The Kartu
Halo outlet in Tabanan optimizes their various facilities and services to enhance
customer satisfaction. However, customer complaints always arise and result in the
declining number of costumer who activated the card in Kartu Halo Outlet in Tabanan.
From that point we will questioning, is there any infl uence of customer satisfaction
on customer loyalty. The results of the study show that customer satisfaction has a
signiï¬ cant effect on customer loyalty. So it is suggested to the company management
to constantly improve customer satisfaction through the improvement of quality
service, which in turn is expected to increase customer loyalty.