This dissertation is written as the final part of the traineeship. In order to improve
the Influence of Relationship Marketing Concerning Customer Loyalty in the
Restaurant Hotel Savelberg. In this dissertation, I will emphasize the restaurant.
Qualitative research has been conducted. This qualitative research is divided into
five parts. The first part of me literature review concerns the concept of marketing
and relationship marketing management. This review shows that relationship
marketing and marketing have a big influence and information about the
relationship between marketing and loyalty of customers in the hospitality
industry. This information from the literature is needed as the base of this report.
Quantitative analysis can be defined as a method of analyzing a situation tested by
a valid formula. It means the calculation of questionnaire results, the estimation of
the influence of Relationship Marketing concerning customer satisfaction and
The second part contains the understanding about relationship marketing and
loyalty of customers. It shows that; the result of a relationship marketing is better
for guest or customer satisfaction.
This part also provides views about the benefits that the restaurant can receive
from the relationship marketing.
The third part is presenting the restaurant hotel Savelberg in general and
historically, the personnel in restaurant hotel Savelberg and also how die owner
manages and uses die relationship marketing in the restaurant.
The fourth and fifth part of die research contains case study, recommendation,
summary, and suggestions. The case study is based on die literature review,
observation, questionnaire and information from my colleagues. The
questionnaire was distributed to the guests in the restaurant when the guests had
dinner. The writer gave me questionnaire directiy to the guest and used the
statistic method witii random sample of 100 guests, either business group,
government member, private member, group and individual. The distribution of
the questionnaire is conducted witiun 2 weeks. This case study gives an insight
into me influence of relationship marketing concerning customer loyalty in the
restaurant hotel Savelberg.
(33497116) AGUS D ANGGIASUKMA
(NA00000203) JEAN LUC ETIENNE
(NA00000204) SJOERD A GEHRELS
Universitas Kristen Petra
Year : 2003
2. RESTAURANT MANAGEMENT
3. CONSUMER SATISFACTION
relationship, marketing management, customer, restaurant
s1 - Skripsi/Undergraduate Thesis (Program Manajemen Perhotelan)
Skripsi No. 0201/030/HTL/2003; Agus D. Anggiasukma (33497116)
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