Pengaruh Customer Value Dan Customer Relationship Terhadap Customer Loyalty Di Exsa English Course Bandung

Abstract

English has been known as the international language that will be needed to communicate
worldwide. In the other hand, this language has been perceived as a difficult
skill to learn. That will create a de-motivation condition upon several people to learn
this skill. In that condition, the English course service providers must carefully deliver
their programs to get people’s attention as well as their loyalty. In this case,
the providers not only need to offer a good value of their programs but also a good
customer relationship. A research conducted in an English course institution that has
been established since 1971 discovered the effect of customer value and customer
relationship to their customer loyalty.
Keywords: customer value, customer relationship, customer loyalty