Choirunnisa (2015) Penerapan Customer Relationship Management Untuk Menjaga Loyalitas Pelanggan Waroeng Steak And Shake Di Kota Malang. Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian Ini Bertujuan Untuk Mengetahui Pengaruh Konsep Crm ( Customer Relationship Management) Yang Terdiri Dari Variabel Orientasi Pelanggan, Organisasi Crm , Dan Manajemen Pengetahuan Terhadap Loyalitas Pelanggan Wss ( Warung Steak And Shake ) Di Kota Malang. Metode Survey Dengan 100 Quisioner Kepada Pelanggan Wss Dipergunakan Dalam Penelitian Ini Agar Diperoleh Data Valid Dan Akurat. Teknik Analisis Yang Dipergunakan Adalah Regresi Linear Berganda Dan Kuanitatif Deskriptif. Hasil Temuan Dari Penelitian Ini Adalah Variabel Organisasi Crm Berpengaruh Signifikan Terhadap Loyalitas Pelanggan Wss, Sementara Variabel Orientasi Pelanggan Dan Manajemen Pengetahuan Tidak Berpengaruh Signifikan Terhadap Loyalitas Pelanggan Wss. Untuk Menciptakan Loyalitas Pelanggan Waroeng Steak And Shake Maka Diharapkan Kepada Pemilik Agar Memperhatikan Organisasi Customer Relationship Management Khususnya Dalam Membangun Serta Meningkatkan Hubungan Baik Dengan Pelanggan, Lebih Berkomitmen Dalam Disiplin Waktu Dan Kecepatan Pelayanan Serta Lebih Berusaha Dalam Menjaga Titik Sentuh Pelanggan
English Abstract
This Study Aims To Find The Influence Of Customer Orientation, Customer Relationship Management (Crm) Organization, Knowledge Management, To Customer Royalty Waroeng Steak And Shake (Wss) In Malang. Sampling Technique That Use In This Study Was Purposive Sampling And Obtained A Sample Of 100 Respondents Who Are Customers Of Waroeng Steak And Shake (Wss). Data Analysis Was Perfomed By Using The Classical Assumption And Hypothesis Testing Using Multiple Linear Regression Analysis.The Results Of This Study Indicate That Customer Relationship Variable And Knowledge Management Are Not Significantly Influence To Customer Loyalty. While The Customer Relationship Management Organization Is The Only Variable That Significantly The Customer Loyalty.To Construct The Costumer Loyalty Of Waroeng Steak And Shake (Wss) Then Might To Owners In Order To Notice Customer Relationship Management Organization, Particulary To Construct And Increase Good Relationship With Their Costumer , More Commitment Indiscipline Time And Trying More To Maintain Costumer Touch Point.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FE/2015/251/051503322 |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Budi Wahyono Wahyono |
| Date Deposited: | 19 May 2015 09:42 |
| Last Modified: | 29 Oct 2021 08:03 |
| URI: | http://repository.ub.ac.id/id/eprint/107832 |
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