P.T. Batara Indah, as manufacturing and trading company, set out a
satisfaction based vision, mission, and company goals. The decision to pursuit
quality of satisfaction make head office set a strategy to serve its customer by
opening Management Transfer as a starting service point before opening a Branch
Office. In early 2009, most of Management Transfer transformed into Branch
Office and create management need for a Key Performance Indicators based on
company goals for evaluating each Branch Office performances in developing
profit. Employee Productivity and Customer Retention are researched to know its
relationship in predicting profit. However, majority of newly held Branch Offices
status develop a need of standard for benchmarking performance between Branch
Offices. ITC Branch Office, the oldest branch office, has the requirement as base
for benchmark and become subject of research in finding appropriate Key
Performance Indicators. A Multiple Regression Analysis conducts as the way in
understanding relationship between Employee Productivity and Customer
Retention with Profitability. The result found that Employee Productivity and
Customer Retention are positively related with ITC Branch Office Profitability
and only Employee Productivity which significantly related with ITC Branch
Office profitability.
Author
• (34405030) ALFONS CAROLES
Contributor
• (98-058) Tessa Vanina Soetanto
Publisher
Universitas Kristen Petra
Year : 2009
Subject
1. LABOR PRODUCTIVITY
2. CONSUMER SATISFACTION
3. CUSTOMER RELATIONS
Keyword
profit, employee productivity, and customer retention
Category
s1 - Skripsi/Undergraduate Thesis (International Business Management)
Language
English
Rights
Undergraduate Thesis No. 34010042/MAN/2009; Alfons Caroles (34405030)
The resource(s) is/are owned by the Creator/Contributor.Reproduction & distribution for non-commercial purposes is permitted provided that the credit for the Creator/Contributor and the source are explicitly stated,and no alteration are made
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