ANTESEDEN KEPUASAN KONSUMEN PADA SUPERMARKET BAHAN BANGUNAN MITRA 10, SIDOARJO

2019 ◽  
Vol 5 (02) ◽  
Author(s):  
Eva Desembrianita ◽  
Noneng R Sukatmadiredja
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Survey Research ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Consumer Satisfaction ◽  
Relationship Management ◽  
Service Innovation ◽  
Customer Relationship ◽  
Independent Variables

This research was conducted to analyzed the effect of independent variables consisting of serviceinnovation, customer service and customer relationship management on the variables of customersatisfaction. This research is a survey research by distributing questionnaires with a nonprobabilitysampling design, to 96 respondents / consumers of Mitra 10, Sidoarjo. Data analysistechnique uses multiple linear regression. The results showed that Fcount of 72.595 was greaterthan Ftable (72.595> 2.699). The t test on each variable gives the results of service innovation hasa significant effect on consumer satisfaction because t table is 1,984, the value of t count in X1 is5.614 (t count> t table). Customer service has a significant effect on consumer satisfaction becausethe tcount value at X2 is 2.834 (t count> t table). Customer Relationship Management (CRM) has asignificant effect on consumer satisfaction because thitung in X3 is 3.817 (thitung> t table). ServiceInnovation variables have an effect of 18.4% on customer satisfaction, while Customer Service is4.9% and Customer Relationship Management (CRM) is 9.5%. Of the three, service innovation isthe dominant variable influencing consumer satisfactionKeywords: Service Innovation, Customer Service, Customer relationship Management,Customer Satisfaction

ANTESEDEN KEPUASAN KONSUMEN PADA SUPERMARKET BAHAN BANGUNAN MITRA 10, SIDOARJO

2019 ◽  
Vol 5 (02) ◽  
Author(s):  
Eva Desembrianita ◽  
Noneng R Sukatmadiredja
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Survey Research ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Consumer Satisfaction ◽  
Relationship Management ◽  
Service Innovation ◽  
Customer Relationship ◽  
Independent Variables

This research was conducted to analyzed the effect of independent variables consisting of serviceinnovation, customer service and customer relationship management on the variables of customersatisfaction. This research is a survey research by distributing questionnaires with a nonprobabilitysampling design, to 96 respondents / consumers of Mitra 10, Sidoarjo. Data analysistechnique uses multiple linear regression. The results showed that Fcount of 72.595 was greaterthan Ftable (72.595> 2.699). The t test on each variable gives the results of service innovation hasa significant effect on consumer satisfaction because t table is 1,984, the value of t count in X1 is5.614 (t count> t table). Customer service has a significant effect on consumer satisfaction becausethe tcount value at X2 is 2.834 (t count> t table). Customer Relationship Management (CRM) has asignificant effect on consumer satisfaction because thitung in X3 is 3.817 (thitung> t table). ServiceInnovation variables have an effect of 18.4% on customer satisfaction, while Customer Service is4.9% and Customer Relationship Management (CRM) is 9.5%. Of the three, service innovation isthe dominant variable influencing consumer satisfactionKeywords: Service Innovation, Customer Service, Customer relationship Management,Customer Satisfaction

scholarly journals Perancangan Dan Pengembangan CRM Di Tingkat Universitas Dalam Menghadapi Globalisasi Di Indonesia

2018 ◽  
Vol 3 (2) ◽  
pp. 323
Author(s):  
Indra Gamayanto ◽  
Fajrian Nun Adnan ◽  
Devi Ajeng Efrilianda ◽  
Achmad Wahid Kurniawan ◽  
Rizka Nugraha
Keyword(s):  
Customer Satisfaction ◽  
Organizational Structure ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Marketing Management ◽  
Customer Relationship ◽  
Strategic Marketing ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

Customer relationship management merupakan sebuah cabang ilmu yang sangat penting di dalam dunia pendidikan. Oleh sebab itu, penerapakan CRM dapat dilakukan di tingkat universitas. Universitas membutuhkan sebuah pelayanan yang efektif dan efesien, tetapi tidak hanya berhenti sampai di dua hal tersebut. Universitas membutuhkan pelayanan yang berkualitas tinggi, salah satunya adalah bagaimana cara kita membina hubungan dengan seluruh pihak di dalam lingkungan universitas. Di dalam jurnal ini, dengan mengacu kepada dua jurnal penting, yaitu “Customer Satisfaction Index – as a Base for Strategic Marketing Management” (Karolina Ilieska) & “Organizational Structure: Mintzberg’s Framework” (Fred C. Lunenburg), yang merupakan dasar dari jurnal ini. Kedua jurnal ini dikembangkan, sehingga pada akhirnya tercipta CSU (Customer Service University) Framework, yang merupakan sebuah sistem untuk dapat meningkatkan pelayanan di semua sisi di dalam universitas ini. Jurnal ini akan menjelaskan bagaimana CSU dapat diterapkan terutama dalam pribadi setiap dosen dan mahasiswa, sehingga akan tercipta kesempurnaan dalam pelayanan dan hubungan antara dosen dan mahasiswa. Hasil akhir dari CSU dan jurnal ini adalah meningkatnya sistem pelayanan kepada dosen dan mahasiswa; meningkatnya integritas di lingkungan kampus, dan terjadinya kenyamaman kualitas tinggi di seluruh lingkungan universitas- hubungan yang stabil antar pihak serta sistem dapat sungguh-sungguh berjalan secara efektif dan efesien. Keywords : Pelayanan Konsumen, Universitas, Definisi Konsumen, Metode Kepercayaan ABCD, HSOVA

scholarly journals Satisfaction Determinants of Airlines Industry in Malaysia

2020 ◽  
Vol 15 (2) ◽  
pp. 87-100
Author(s):  
Mohd Remie Mohd Johan ◽  
Nusyamilah Annuar ◽  
Jechonias Sushant Joseph ◽  
Sonika Kalai Kumar
Keyword(s):  
Decision Making ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Positive Contribution ◽  
Selection Of

This study provides detailed information on customer satisfaction and decision making on choosing a full-service airline in Malaysia based on the number of complaints lodged to MAVCOM. To ensure the study was done with zero-errors, the information stated in this investigation were acquired from a targeted audience which has travelled for leisure purposes only to both domestic and international destinations. This study gives the airlines and edge to refine their customer service and to scrutinize their operations to avoid giving a chance to passenger to choose an alternate airline in Malaysia to suit their itinerary due to the failure in rectifying the inability in providing convenience towards their customers. The results found that service quality, price, reliability (timeliness) and customer relationship management has a significant and positive contribution towards passenger selection of a full-service carrier in Malaysia.

scholarly journals PENGARUH MANAJEMEN HUBUNGAN PELANGGAN TERHADAP KEPUASAN KONSUMEN

2019 ◽  
Vol 6 (3) ◽  
Author(s):  
Ellena Nurfazria Handayani ◽  
Edwin Yudha Pratama
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Linear Regression Analysis ◽  
Relationship Management ◽  
Multiple Linear Regression Analysis ◽  
Customer Relationship ◽  
Survey Method ◽  
Independent Variables

The purpose of this research is to know the influence of customer relationship management (CRM) consists of three independent variables: communication, commitment and quality of service towards customers' satisfaction at PT Indomobil Trada (Nissan) Radin Inten. This research is associative research with quantitative approach is done by using survey method through the distribution of a questionnaire to 120 respondents were selected using a non-probability sampling techniques. Data analysis technique used is multiple linear regression analysis with stepwise method. The research results showed that all the independent variables of the customer relationship management (CRM) have a positive and significant influence towards customer satisfaction. From the results of this research are expected to increase the company's customer relationship management with increasing commitment, communication and quality of service, so that it can increase customer satisfaction.

scholarly journals CUSTOMER RELATIONSHIP MANAGEMENT SCALE FOR THE B2C MARKET: A CROSS-CULTURAL COMPARISON

2017 ◽  
Vol 18 (3) ◽  
pp. 42-69 ◽  
Author(s):  
GISELA DEMO ◽  
ELUIZA ALBERTO DE MORAIS WATANABE ◽  
DANIELLE CHRISTINE VASCONCELOS CHAUVET ◽  
KÉSIA ROZZETT
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
External Validity ◽  
Cultural Context ◽  
Relationship Management ◽  
The United States ◽  
Customer Relationship ◽  
Measurement Instruments ◽  
Cross Sectional Survey ◽  
Cross Sectional

ABSTRACT Purpose: The objectives of this study were to validate the Customer Relationship Management Scale (CRMS) in France, and to compare the French model to both Brazilian and American ones. Originality/gap/relevance/implications: Based on the premise that scientific measurement instruments may be used to reflect customers' perception about the organization actions and effectiveness, it is important to validate a scale within a multidimensional cultural context. Therefore, the applicability of the instrument shall be possible in different contexts, longitudinally, with diverse subjects, thus providing external validity and generalization. Key methodological aspects: This is a descriptive, instrumental, quantitative, cross-sectional survey where we used the Customer Relationship Management Scale (CRMS). The sampling method was non-probabilistic convenience and the total of answered questionnaires added up to 454. We carried out a quantitative research through Exploratory and Confirmatory Factor Analysis. Summary of key results: The results obtained in the analyses allow us to conclude that the relation between clients and companies is really two-dimensional and it involves two distinct factors, namely Loyalty and Customer Service. The scale validated in Brazil and in the United States remained stable, in terms of validity (quality of items) and reliability, when validated in a distinct context, that is, France. This makes its application in French organizations possible, improving its external validity and generalization. Key considerations/conclusions: The main objective of this study was reached and an instrument to assess what aspects French customers rank as relevant regarding CRM was produced showing theoretical consistency, reliability and construct validity as well.

scholarly journals THE ANTECEDENT OF CUSTOMER SATISFACTION

2020 ◽  
Author(s):  
Andala Rama Putra Barusman ◽  
Evelin Putri Rulian ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Relationship Management ◽  
Customer Retention ◽  
Equation Model ◽  
Customer Relationship

Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention.

scholarly journals Impact of customer relationship management on customer satisfaction in hoteling industry

2014 ◽  
Vol 2 (2) ◽  
pp. 8-12
Author(s):  
Sanaullah Nazir ◽  
Sheraz Khan ◽  
Raja Ahmed Jamil ◽  
Qazi Shujaat Mehmood
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Positive Impact ◽  
Relationship Management ◽  
Success For All ◽  
Customer Relationship ◽  
Management Service ◽  
Access To Services ◽  
The Impact

Customer satisfaction is an imperative element of the success for all businesses. One of the biggest challenges of a marketer is how to satisfy and retain the customers. The purpose of this study is to find the impact of customer relationship management on customer satisfaction.  A total of 130 participants was selected through purposive sampling from the different hotels of Islamabad city. Data was collected from the participants by using standardized questionnaires. Results revealed that there is a significant positive impact of different elements of customer relationship management (service quality, access to services and service features) on customer satisfaction and businesses cannot succeed without focusing on customer relationship management in this era.

scholarly journals The influence of bank employees on bank customer relationship management

2007 ◽  
Vol 7 (1) ◽  
Author(s):  
C. Rootman ◽  
M. Tait ◽  
J Bosch
Keyword(s):  
South Africa ◽  
South African ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Service Providers ◽  
Relationship Management ◽  
Primary Objective ◽  
Customer Relationship ◽  
Positive Attitudes ◽  
Bank Employees

Purpose: Despite extensive research in services marketing, much is still unknown to specific service providers on the influence of their employees on their services. This paper attempts to address this limitation and investigates the influence of employees on the customer relationship management (CRM) of banks. The primary objective of this paper is to investigate the influence of selected independent variables, namely attitude and knowledgeability, on the CRM of banks.Design/Methodology/Approach: An empirical investigation was conducted with a structured questionnaire with items that related to banks' CRM in terms of attitude and knowledgeability. The sample consisted of 290 banking clients in the Nelson Mandela Metropolitan area and the response rate was 91.03%. Findings: Significant positive relationships exist between both the knowledgeability, and attitude of bank employees and a bank's CRM. These relationships imply that more extensive knowledgeability and more positive attitudes of bank employees lead to improved, maintained relationships between a bank and its clients. Employees play an important role in banks’ client relationships. Implications: Banks should focus on increasing their employees' knowledgeability and improving their attitude to ensure higher levels of CRM. This paper provides strategies for banks and could create greater awareness among South African banks of the advantages of CRM, how their employees influence their CRM, and ways to adapt to these influences. Originality/Value: No study has focused exclusively on CRM within banks in South Africa. Prior research focused on customer service and service quality; both possible results of superior CRM. However, this research differs, as it identifies the variables influencing CRM in banks in South Africa. It is proposed that this paper will be beneficial for South African banks, as the recommendations may be used to ensure higher levels of CRM in banks.

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