| dc.contributor |
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| dc.contributor |
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| dc.creator |
Nurkamilah, Anita Puspita |
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| dc.date |
2016-02-17 |
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| dc.identifier |
http://karyailmiah.unisba.ac.id/index.php/statistika/article/view/2616 |
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| dc.description |
In a competitive market, the business performers contiously satisfy client satisfaction that causes the loyalty of clients increase. Satisfaction is one of important factors to measure client loyalty. Loyalty is usually measured by percentage level of client who buys the product, either goods or services. Loyalty program of client statictic made by monitoring using control diagram of process statistic. Control diagram that is usually used in manufacturing business is known as control diagram of atribute. In the case of client loyalty, present control diagram of atribute is not suitable to be used because it uses multinominal distribution. Therefore, the present control diagram is needed in order to control it in line with quality characteristic of services. This study describes control diagram of chi-quadrate, control diagram of client loyalty, control diagram of likelihood ratio. Each control diagrams are applied in loyalty proportion monitoring of UNISBA students with five levels of satisfaction to UNISBA library. |
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| dc.description |
Dalam pasar yang kompetitif, terus memenuhi dan melampaui harapan pelanggan akan menyebabkan loyalitas pelanggan bertahan/meningkat. Kepuasan adalah salah satu faktor yang paling penting untuk mengukur loyalitas pelanggan. Loyalitas biasanya diukur dengan tingkat presentase pelanggan yang membeli kembali produk, baik barang maupun jasa. Dalam statistika program loyalitas pelanggan dilakukan dengan cara memonitor menggunakan diagram kontrol proses statistik. Diagram kontrol yang biasa digunakan dalam bidang manufaktur selama ini dikenal dengan diagram kontrol atribut. Dalam kasus loyalitas pelanggan, diagram kontrol atribut yang sudah ada kurang cocok digunakan karena memakai distribusi multinomial, untuk itu dibutuhkan pengembangan diagram kontrol yang sudah ada agar bisa digunakan untuk mengontrol sesuai karakteristik mutu bidang jasa. Diagram kontrol yang akan dibahas adalah diagram kontrol chi-kuadrat, diagram kontrol loyalitas pelanggan, dan diagram kontrol likelihood ratio. Masing-masing diagram kontrol akan diaplikasikan pada monitoring proporsi loyalitas mahasiswa UNISBA dengan lima level kepuasan terhadap perpustakaan UNISBA. |
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| dc.format |
application/pdf |
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| dc.language |
ind |
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| dc.publisher |
Universitas islam Bandung |
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| dc.relation |
http://karyailmiah.unisba.ac.id/index.php/statistika/article/view/2616/pdf |
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| dc.source |
Prosiding Statistika; Vol 2, No 1, Prosiding Statistika (Februari, 2016); 39-50 |
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| dc.source |
Prosiding Statistika; Vol 2, No 1, Prosiding Statistika (Februari, 2016); 39-50 |
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| dc.source |
2460-6456 |
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| dc.subject |
Proceedings of Statistics |
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| dc.subject |
Client satisfaction, client loyalty, control diagram, logistic regression. |
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| dc.subject |
Statistika |
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| dc.subject |
Kepuasan Pelanggan, Loyalitas Pelanggan, Diagram Kontrol,Bernoulli, Proporsi, Regresi Logistik |
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| dc.title |
Control diagram attributes to monitor client loyalty. |
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| dc.title |
Diagram Kontrol Atribut untuk Memantau Loyalitas Pelanggan |
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| dc.type |
info:eu-repo/semantics/article |
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| dc.type |
info:eu-repo/semantics/publishedVersion |
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| dc.type |
Peer-reviewed Article |
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| dc.type |
Quantitative |
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| dc.type |
Kuantitatif |
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