ANALISIS PENGARUH CUSTOMER SATISFACTION DAN CUSTOMER PERCEIVED VALUE TERHADAP LOYALTY: KONTEKS CRM

RAMADHAN, LUTFI (2019) ANALISIS PENGARUH CUSTOMER SATISFACTION DAN CUSTOMER PERCEIVED VALUE TERHADAP LOYALTY: KONTEKS CRM. S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims: 1) to Know whether the Customer Satisfaction affect Customer Relationship Management. 2) to Know whether the Customer Perceived Value affect Customer Relationship Management. 3) to Know whether the Customer Satisfaction affect Loyalty. 4) to Know whether the Customer Perceived Value affect Loyalty 5) to Know whether the Customer Relationship Management affect Loyalty ?. This research is a quantitative approach, associative type. In this study, the population studied were 120 customers who were already members of Abbott Family Club loyalty as well who contacted via customer service on Pediasure Vanilla 850gr dairy products. And with samples that can describe population, then in determining the sample of this study using the technique non probability sampling with method Convenience Sampling. Keywords: Customer Satisfaction, Customer Perceived Value, CRM and Loyalty Penelitian ini bertujuan: 1) Apakah terdapat pengaruh Customer Satisfaction terhadap Customer Relationship Management. 2) Apakah terdapat pengaruh Customer Perceived Value terhadap Customer Relationship Management. 3) Apakah terdapat pengaruh Customer Satisfaction terhadap Loyalty. 4) Apakah terdapat pengaruh terdapat pengaruh Customer Perceived Value terhadap Loyalty 5) Apakah terdapat pengaruh Customer Relationship Management terhadap Loyalty?. Penelitian ini berpendekatan kuantitatif, berjenis asosiatif. Dalam penelitian ini, populasi yang diteliti adalah 120 pelanggan baik yang sudah menjadi member loyalty Abbott Family Club yang menghubungi melalui layanan pelanggan pada produk susu Pediasure Vanilla 850gr. Dan untuk mendapatkan sampel yang dapat menggambarkan populasi, maka dalam penentuan sampel penelitian ini menggunakan teknik non probability sampling yaitu dengan metode Convenience Sampling Kata Kunci: Customer Satisfaction, Customer Perceived Value, CRM dan Loyalty

Item Type: Thesis (S2)
Call Number CD: CD/551. 19 054
Call Number: TM/51/19/045
NIM: 55114110216
Uncontrolled Keywords: Customer Satisfaction, Customer Perceived Value, CRM dan Loyalty
Subjects: 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
Divisions: Pascasarjana > Magister Manajemen
Depositing User: Dede Muksin Lubis
Date Deposited: 06 Dec 2019 08:19
Last Modified: 09 Jan 2020 04:22
URI: http://repository.mercubuana.ac.id/id/eprint/52598

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