|dc.description.abstract||Adnou Design Company is a local graphic design company. It has many customers from both Yogyakarta and outside of Yogyakarta. Some of these customers are loyal because they have repeated their orders at Adnou Design. This is the reason why the writer is interested to find out more about the reasons of hospitality industries choose Adnou Design Company to fulfill their orders, especially most of them have been loyal customers for more than five years.
The Customer satisfaction theory that the writer use in this Final Report is the satisfaction theory from Zeithmal and Bitner theory. This theory become the questionnaire were given to the customers, then the data were collected from the customers is represent quality of services, the quality of products, the price and the situation and personal factor. Additionally, a record of repeated orders from the customers was also collected to support the data. Most of the answered of the customers are satisfied with the services and product given by Adnou Design Company.
Based on the results of the field study are, the total; average of customer satisfaction is 3.12 point from maximum of 4.00 point. The hospitality industries choose Adnou Design Company because: first, they satisfied with the service include reliability, responsiveness, assurance, tangible and empathy. Second, they satisfied with quality product from Adnou Design. Third, they satisfied the price that they pay in return of the products and services they receive. The last they satisfied with communication personal with the employees of Adnou Design Company.
Keywords: Customer, Customer Satisfaction Theory, Customer Loyalty, Adnou Design Company||en_US