Pengaruh Penerapan Customer Relationship Management Pada Kepuasan Dan Loyalitas Pelanggan PT Teledata Indonesia
| Main Authors: | , Elsi Adianti, , Dr. Ike Janita Dewi, MBA. |
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| Format: | Thesis NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2012
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| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/98866/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=54967 |
Daftar Isi:
- CRM is an identification process, acquisition, development, and customer retain and maintenance, in which many companies foresight the benefit occur by doing these activities and has tendencies to ignore and avoid in doing so, over the company�s budget. The purpose of this study is to identify the CRM implementation effect in customer satisfaction towards customer loyalty in PT. Teledata Indonesia. This research is conducted by using the regression technique of survey methodology with PT. teledata�s 130 customers as the initial contributor. In accordance to kresjee table, the research samples are 97 customers by using a simple random sampling technique. A linear regression model will be the technique use for data processing to detect the effect of independent variable against dependent variable. The research confirmed that CRM provide an impact to customer satisfaction, customers feel and enjoy the extra services, extra care, and others, as a form of flexibility and services that gives satisfaction. All these elements will leads customers to another level of loyalty. Nevertheless, the correlation between satisfaction and loyalty are low. By seeing the facts that there are several aspects that may increase the level of satisfaction, and the facts that customer loyalty may be gained by other component, and combine it into a form of marketing mix.