Control diagram attributes to monitor client loyalty.

Abstract

In a competitive market, the business performers contiously satisfy client satisfaction that causes the loyalty of clients increase. Satisfaction is one of important factors to measure client loyalty. Loyalty is usually measured by percentage level of client who buys the product, either goods or services. Loyalty program of client statictic made by monitoring using control diagram of process statistic. Control diagram that is usually used in manufacturing business is known as control diagram of atribute. In the case of client loyalty,  present control diagram of atribute is not suitable to be used because it uses multinominal distribution. Therefore, the present control diagram is needed in order to control it in line with quality characteristic of services. This study describes control diagram of chi-quadrate, control diagram of client loyalty, control diagram of likelihood ratio. Each control diagrams are applied in loyalty proportion monitoring of UNISBA students with five levels of satisfaction to UNISBA library.