Skripsi

Pengaruh Customer Relationship Management (CRM) berbasis internet terhadap kepuasan pelanggan (studi kasus pada Oyisam Clothing Malang) / Wahyu Budi Prakoso

Abstrak
ABSTRACT Prakoso Wahyu Budi. The Influence of Internet-Based Customer Relationship Management on Customer Satisfaction (A Study on Oyisam Clothing Malang Customers). Sarjana s Thesis. Departement of Management Faculty of Economics State University of Malang. Advisor Rachmad Hidayat S.Pd. M.Pd. Keywords e-DM Interpersonal Communication Preferential Treatment Rewards Customer Satisfaction The rapid growth of the world economy today has reached a situation where the competition has become a thing that must be faced by business players in every sector of economic activity. The producers are also increasingly creative and innovative in providing services to consumers and use modern facilities in accordance with the development of existing technology. A strategy to win the competition is through the internet based Customer Relationship Management Strategy. This research was conducted to find out (1) description of the internet based Customer Relationship Management (CRM) and customer satisfaction at Oyisam Clothing Malang. (2) a parcial or Simultaneously influence of Internet Based Customer Relationship Management (CRM) consisting of electronic Direct Mail (e-DM) interpersonal communication preferential treatment and reward to customer satisfaction at Oyisam Clothing Malang. (3) the most dominant dimension of CRM affects customer satisfaction. The population in this research is 153 customers of Oyisam Clothing Malang. The sampling technique is simple random sampling and obtained a sample of 110 customers. Data collection techniques in this study using questionnaires. The results of this study show that (1) according to customer perception of Direct Mail (e-DM) interpersonal communication preferential rewards and customer satisfaction at Oyisam Clothing Malang have good. (2) sub-variables of the Internet-based Customer Relationship Management which includes electronic Direct Mail (e-DM) interpersonal communication (interpersonal communication) preferential treatment (preferential treatment) and rewards only preferential treatment that significantly and partially influence satisfaction Customer at Oyisam Clothing Malang. (3) simultaneously there is no positive and significant influence of subvariables of Internet Based Customer Relationship Management which includes electronic Direct Mail (e-DM) interpersonal communication preferential treatment and reward to customer satisfaction at Oyisam Clothing Malang. (4) dominant sub variable influence to customer satisfaction at Oyisam Clothing Malang is preferential treatment (preferential treatment).

Informasi Detail

DDC

Rs 658.8343 PRA p

Prodi

Universitas Negeri Malang. Program Studi Manajemen, 2017.

Deskripsi Fisik

ix, 106 lembar : il. , tab. ; 30 cm

Bahasa

Indonesia

No Reg

04463/KI/17

Edisi

Skripsi (Sarjana)--Universitas Negeri Malang. 2017

Subjek

1. KEPUASAN PELANGGAN
2. CONSUMER SATISFACTION

Pembimbing

1. Rachmad Hidayat

Lampiran Berkas