Sa'adah, Nadila Rahma and Susilowati, S.Sos, M.AB. (2024) Evaluasi Dampak Customer Relationship Management (CRM) Terhadap Kepuasan Pelanggan PT. PLN (Persero) ULP Ngoro Kabupaten Jombang. Diploma thesis, Universitas Brawijaya.
Abstract
Penelitian ini dilatar belakangi oleh fenomena yang terdapat di PT. PLN (Persero) ULP Ngoro terkait dengan ketidakpuasaan pelayanan, baik dari pelayanan administrasi maupun pelayanan teknis, hal ini dapat mempengaruhi kepuasaan pelanggan serta menimbulkan persepsi buruk dimata masyarakat, adanya fenomena tersebut membuat PT. PLN (Persero) ULP Ngoro menerapkan Custumer Relationship Management (CRM). Penelitian ini menggunakan jenis penelitian kuantitatif. Jenis data yang digunakan adalah data primer dan data sekunder. Teknik pengumpulan data pada penelitian ini adalah kuesioner, observasi dan dokumentasi. Metode analisis data yang digunakan adalah model regresi linier sederhana.Hasil penelitian ini menunjukkan terdapat dampak positif dari adanya Customer Relationship Management (CRM) terhadap kepuasan pelanggan, sedangkan untuk evaluasi Customer Relationship Management (CRM) terhadap kepuasaan pelanggan berhasil diterapkan dengan baik. Berdasarkan hasil penelitian, saran yang penulis berikan adalah supaya PT. PLN (Persero) ULP Ngoro tetap mempertahankan kualitas pelayanan dan perlu adanya pelatihan bagi pegawai untuk mempunyai tambahan ilmu dan memperoleh pengembangan karir sehingga nantinya akan berdampak positif terhadap mutu pelayanan kepada pelanggan.
English Abstract
This research is motivated by the phenomenon found at PT PLN (Persero) ULP Ngoro related to service dissatisfaction, both from administrative services and technical services, this can affect customer satisfaction and create a bad perception in the eyes of the community, the existence of this phenomenon makes PT PLN (Persero) ULP Ngoro implement Custumer Relationship Management (CRM). This research uses quantitative research. The types of data used are primary data and secondary data. The data collection techniques in this study were questionnaires, observation and documentation. The results of this study indicate that there is a positive impact of the existence of Customer Relationship Management (CRM) on customer satisfaction, while for the evaluation of Customer Relationship Management (CRM) on customer satisfaction is successfully implemented properly. Based on the results of the study, the author's suggestion is that PT PLN (Persero) ULP Ngoro maintain the quality of service and the need for training for employees to have additional knowledge and obtain career development so that later it will have a positive impact on the quality of service to customers.
| Item Type: | Thesis (Diploma) |
|---|---|
| Identification Number: | 0524170020 |
| Uncontrolled Keywords: | Customer Relationship Management (CRM), Kepuasan Pelanggan-Customer Relationship Management (CRM), Customer Satisfaction |
| Divisions: | Program Vokasi > D3 Administrasi Bisnis |
| Depositing User: | Sugeng Moelyono |
| Date Deposited: | 21 May 2024 08:19 |
| Last Modified: | 21 May 2024 08:19 |
| URI: | http://repository.ub.ac.id/id/eprint/219383 |
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