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BAHAN AJAR 2

BAHAN AJAR 2

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Published by fakhrurrazi.amir

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Published by: fakhrurrazi.amir on Jul 22, 2008
Copyright:Attribution Non-commercial

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10/13/2011

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BAHAN AJAR 2
KEPUASAN PELANGGAN,NILAI DAN RETENSI
 
2
Mendefenisikan Nilai DanKepuasan Pelanggan
Customer perceived value (CPV)
 adalah perbedaan antara evaluasiprospektif pelanggan dari keseluruhankeuntungan dan biaya yang ditawarkanterhadap alternatif persepsi.
Total customer value
adalah sebundelmanfaat yang diharapkan pelangganterhadap apa yang ditawarkan pasar.
Total customer cost
adalah sebundelharapan biaya pelanggan terhadap apayang ditawarkan pasar.
 
3
Mendefenisikan Nilai DanKepuasan Pelanggan (Lanj.)
ImagevaluePersonnelvalueServicesvalueProductvalueCustomerdeliveredvalueTotalCustomervalueEnergycostTimecostMonetarycostTotalCustomercostPsychiccost
Gambar 3.1Determinasi Nilai Terantar Pelanggan

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