The impact of customer relationship management to customer satisfaction in pt. makmur dekorindo lestari at medan

Selim, Diana (2019) The impact of customer relationship management to customer satisfaction in pt. makmur dekorindo lestari at medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The most popular marketing strategy in today's era is customer relationship management. This starategy is structured on the basis of inputs derived from the values contained in the customer.One way to find out purchasing decisions is through customer satisfaction surveys.The purpose of this study is to find out that customer relationship management has impact on the customer satisfaction at PT. Makmur Dekorindo Lestari The type of research used is quantitative. The population in this study is all customers who use the services of PT. Makmur Dekorindo Lestari in 2018 is 240 customers. By using Slovin Formula the amount of sample in this research is 150 respondent.The customer relationship management has an effect on customers satisfaction with the result of being able to be seen in a square of 0.414 , which meanscustomer relationship managementhas an effect of 41.4% on customer satisfaction and the other 58.6% is the effect from others. From the result of simple linear regression test Y = 10.703 + 0.635 X. The customer relationship management has a significant effect on customers satisfaction based on result Z count (7.84) > Z Table (1.96). For the firm or organization should do a feedback, suggestion& comment to know what customer want. For The example like company can Provide Box suggestion which is the aim to know what is the customer complaints, feedback,suggestion,comments.

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