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.

[img] Text (Title)
Title.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (196kB)
[img] Text (Abstract)
Abstract.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (124kB)
[img] Text (ToC)
ToC.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (219kB)
[img] Text (Chapter 1)
Chapter 1.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (168kB)
[img] Text (Chapter 2)
Chapter 2.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (339kB)
[img] Text (Chapter 3)
Chapter 3.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (172kB)
[img] Text (Chapter 4)
Chapter 4.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (169kB)
[img] Text (Chapter 5)
Chapter 5.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (525kB)
[img] Text (Chapter 6)
Chapter 6.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (159kB)
[img] Text (Bibliography)
Bibliography.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (152kB)
[img] 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

Item Type: Thesis (Masters)
Creators:
CreatorsNIMEmail
Dewi, Puspa SariUNSPECIFIEDUNSPECIFIED
Contributors:
ContributionContributorsNIDN/NIDKEmail
ContributorSunaryo, TarsiciusUNSPECIFIEDUNSPECIFIED
Subjects: H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Karawaci > Business School > Master of Management
Current > Faculty/School - UPH Karawaci > Business School > Master of Management
Depositing User: Ms Devy Christiany Zega
Date Deposited: 20 May 2021 02:27
Last Modified: 20 May 2021 02:27
URI: http://repository.uph.edu/id/eprint/27716

Actions (login required)

View Item View Item