THE RELATIONSHIP BETWEEN CORPORATE SOCIAL RESPONSIBILITY PROGRAMS AND CUSTOMER’S LOYALTY IN PT INDOSAT TBK

Abstract

This thesis entitled “The Relationship Between Corporate Social Responsibility and Customer’s Loyalty in PT IndosatTbk” has objective to analyze the relationship between the CSR programs of the corporate already use towards customer’s loyalty where it will affecting corporate image of the company itself in public opinion. The analysis then continued to determine the correlation between three responsibilities which are philanthropically responsibility, legal responsibility and economic responsibility to customer’s loyalty. Hopefully, this study would give benefits to every party that has part in this thesis based on the result of analysis for PT IndosatTbk to improve their customer’s loyalty. This study examines three independents variable which are philanthropically responsibility, legal responsibility and economic responsibility. The researcher applied quantitative research with 92 respondents. The research started from November 28th 2011 – December 1st 2011 by spreading questionnaires using Google Spreadsheet as the mediator. The research is conducted in Cikarang, without any specific place because all the questionnaires were spread online. This research use SPSS and Ms. Excel as a helping tool to analyze the data For the result, among three independent variables and dependent variables, philanthropically responsibility issue becomes the most significant variables that influence customer’s loyalty at PT IndosatTbk. As for the legal responsibility and economic responsibility take second and third position for its relations with customer’s loyalty within PT IndosatTbk.