INSAN Media Psikologi
ISSN 1411-2671 (Cetak); 2310-7945 (Online)
Vol. 8 / No. 1 / Published : 2006-04
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Original Article :
The measurement of level customer satisfaction: consumer psychology perspective
Author :
- E.M.Agus Subekti Doelhadi*1
- Faculty of Psychology, Airlangga University
Abstract :
The customer satisfaction level is always tied and determined by the quality of the product which be produced. The product quality can be considered, if they could fulfill customer requirements. It can be measured. So that, the measurement of level customer satisfaction is related to quality product. This writing will be try to develop the measurement tool of customer satisfaction in work environment, especially the tools which based on the soft measures.
Keyword :
customer satisfaction, consumer psychology,
References :
Anne Anastasi,(1997) Psychological Testing New Jersey : Prentice Hall
Susana Urbina,(1997) Psychological Testing New Jersey : Prentice Hall
James G. Barnes,(2001) Secrets of Customer Relationship Management New York : Mc GrawHill
L.J. Cronbach,(1985) Essential of Psychological Testing New York : Harper & Row
Llyod Finch,(2004) Menjadi customer servise representatif yang sukses Jakarta : PPM
Robert J. Gregory,(2004) Psychological Testing: History, Principles, and Applications Boston : Pearson Education Group, Inc.
Marion E. Haynes,(1987) Personal Time Management Menlo Park, CA : Crips Publications
Dennis T. Jaffe,(1987) Empowerment Menlo Park, CA : Crips Publications
Cynthia Scott,(1987) Empowerment Menlo Park, CA : Crips Publications
D.C. Montgomery,(1985) Introduction to Statictic Quality Control New York : John Wiley & Sons
J. Supranto,(2001) Pengukuran Tingkat Kepuasan Pelanggan: Untuk Menaikkan Pangsa Pasar Jakarta : Ri
Archive Article
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 Volume : 8 / No. : 1 / Pub. : 2008-03 |
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