Analisis hubungan antara keanggotaan mcc dan kepuasan pelanggan di matahari department store jakarta

Dewi, Puspa Sari (2003) Analisis hubungan antara keanggotaan mcc dan kepuasan pelanggan di matahari department store jakarta. Masters thesis, Universitas Pelita Harapan.

	Text (Title) Title.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (196kB)
	Text (Abstract) Abstract.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (124kB)
	Text (ToC) ToC.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (219kB)
	Text (Chapter 1) Chapter 1.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (168kB)
	Text (Chapter 2) Chapter 2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (339kB)
	Text (Chapter 3) Chapter 3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (172kB)
	Text (Chapter 4) Chapter 4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (169kB)
	Text (Chapter 5) Chapter 5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (525kB)
	Text (Chapter 6) Chapter 6.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (159kB)
	Text (Bibliography) Bibliography.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (152kB)
	Text (Appendices) Appendices.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)

Abstract

CRM {Customer Relationship Management) yang diterapkan dalam bentuk MCC (Matahari Club Card) di Matahari, khususnya di Matahari Department Store Jakarta, ternyata belum dapat memberi pengaruh terhadap peningkatan kepuasan pelanggan. Kesimpulan ini diperoleh setelah mengadakan riset kepuasan pelanggan di 10 cabang Matahari Department Store Jakarta. Dari hasil penelitian didapat bahwa tidak terdapat hubungan yang kuat antara variabel keanggotaan MCC dan variabel kepuasan pelanggan. Kondisi ini menunjukkan bahwa program MCC belum berhasil memahami keinginan dan harapan pelanggannya secara tepat, atau mungkin dari pihak Matahari memang belum menerapkan keempat aktifitas CRM secara lengkap, yaitu identifikasi, akuisisi, retensi, dan pengembangan, dimama mereka masih memfokuskan pada penambahan jumlah anggota MCC

Actions (login required)

View Item