PENGARUH SERVICE RECOVERY DAN RELATIONSHIP MARKETING TERHADAP KEPUASAN PELANGGAN ENGGANO DEPARTMENT STORE

Abstrak

This study aims to determine the effect of service recovery on customer satisfaction Enggano Department Store. To determine the effect of relationship marketing on customer satisfaction Enggano Department Store. To determine the effect of service recovery and relationship marketing on customer satisfaction Enggano Department Store. This type of research is a quantitative approach. The method used in this research is descriptive method. The population in this study were all customers at the Enggano Department Store). the sample amounted to 100 customers who were at the time the researcher conducted the research. Based on the results of research on the Effect of Service Recovery and Relationship Marketing on Customer Satisfaction with Enggano Department Store. There is a positive and significant effect of service recovery (X1) on customer satisfaction (Y) Enggano Department Store Bengkulu City, meaning that the higher the service recovery, the customer satisfaction will also increase. There is an influence of Relationship Marketing (X2) on customer satisfaction (Y) Enggano Department Store Bengkulu City, meaning that the higher the relationship marketing, the customer satisfaction will also increase. There is the effect of service recovery and relationship marketing together to influence customer satisfaction at Enggano Department Store Bengkulu City.