Pengaruh penerapan crm terhadap kepuasan pelanggan restoran telaga seafood - tangerang

Tjandra, Elvira (2012) Pengaruh penerapan crm terhadap kepuasan pelanggan restoran telaga seafood - tangerang. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Menjalin hubungan yang baik dengan pelanggan kini dilakukan oleh perusahaan agar dapat menyiasati tingginya persaingan. Dengan mengenal serta memahami pelanggan diharapkan mempermudah perusahaan untuk melayani sebagaimana yang mereka suka agar menciptakan kepuasan pelanggan. Restoran Telaga Seafood, perusahaan yang menitiberatkan pelanggan sebagai fokus utama. Konsep Relation, Retention, Referral, Recovery (CRM) sebagai variabel independent dalam usaha membangun hubungan baik diperhatikan dengan anggapan akan berpengaruh positif terhadap kepuasan pelanggan sebagai variabel dependent. Penelitian dilakukan menggunakan uji korelasi bivariat untuk mengetahui ada tidaknya hubungan antara variabel diteliti. Dari hasil penelitian dapat disimpulkan, terdapat hubungan yang bersifat positif antara CRM dengan kepuasan pelanggan Restoran Telaga Seafood. Saran yang diberikan mengenai perbaikan sistem CRM dan juga penelitian terhadap faktor lain yang dapat mempengaruhi kepuasan pelanggan. / Establish a good relationship with customers is now done by the company in order to get around the high competition. By knowing and understanding the customer expected to facilitate the company to serve as they like in order to create customer satisfaction. Telaga Seafood Restaurant, a company that emphasizes customer as the main focus. Relation concept, Retention, Referral, Recovery (CRM) as independent variables in an attempt to build a good relationship with the presumption would be considered a positive effect on customer satisfaction as the dependent variable. The research was conducted using bivariate correlation test to determine if there is a relationship between the variables studied. From the research results can be concluded there is direct relations was positive between the CRM with customer satisfaction of Telaga Seafood Restaurant. The suggestions given on the improvement of CRM systems as well as research into other factors that could affected the customer satisfaction

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