English (United Kingdom)

https://curated-unify.zendy.io/wp-json/zendy-region/v1/featured_content/oa?rat=en

https://curated-unify.zendy.io/wp-json/zendy-region/v1/highlighted_journal/

Global: Zendy Plus annual

Presents the access of premium content as premium feature

Premium Content

Presents the keyphrase highlighting as premium feature

Keyphrase Highlighting

Presents the summarisation as premium feature

Summarisation

Insights

Presents the pdf analysis as premium feature

PDF Analysis

Presents the zaia usage as premium feature

ZAIA

Global: Zendy Tools annual

Global: Zendy Free Plan

Global: Zendy Tools monthly

Global: Zendy Plus monthly

Article History: Received: March 14th 2020 Accepted: March 16th 2020 Published: June 30th 2020 The purpose of this research is to find the influence of the customer loyalty program and service recovery on customer satisfaction and customer retention. The sampling method collection used in this research is nonprobability sampling, with collection technique is purposive sampling. Total sample of this research are 100 respondents. The research data collection use the questionnaire. Analysis of the data used are the instrument validity and reliability, the classic assumption test, hypothesis testing and path analysis using the SPSS 22 for windows program. The results of this research show that all items are valid and reliable. Both structural models qualified the classic assumption test criteria with no multicollinearity, heterokedasticity, and normality assumptions. Based on the results of the t test show that the variable customer loyalty program and service recovery significantly influence customer satisfaction, customer loyalty program and service recovery significantly influence customer retention, customer satisfaction has a significant effect on customer retention.

Pengaruh Customer Loyalty Program serta Service Recovery Terhadap Customer Satisfaction dan Customer Retention