PRAMESWARI, AGIYA (2020) AKTIVITAS CUSTOMER RELATIONSHIP MANAGEMENT DALAM UPAYA MEMPERTAHANKAN KEPUASAN PELANGGAN (Studi Kasus Pada The Lucky Cat Coffee & Kitchen, Kuningan, Jakarta Selatan). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
ABSTRACT Costumer Relationship Management's activity is currently one of the key to the success of a company. Customers oriented customer (customer oriented) can succeed when it can attract many customers and keep the customer to be a regular customer so that it created a continuous cooperation. Therefore, every company must understand and observe every customer needs so that customers are satisfied. This is one of the activities of a company in the field of Customer Relationship Management. This thesis describes how the Customer Relationship Management activities performed "Lucky Cat Coffe & Kitchen" Kuningan, Jakarta in the effort to retain customers. In this study, authors use case study methods. The data obtained in this research is qualitative, which is the result of interviews with some people who understand the theme of this research so that it can provide accurate information. Then the data is processed and analyzed by the authors with three fundamental components of analysis, namely data reduction, data presentation, and the withdrawal of conclusions. In this writing, researchers can conclude that the activity of customer relationship that is done by "Lucky Cat Coffe & kItchen" brass, Jakarta to satisfy customers is (a) Service of Excellence (best service), the purpose of the service of Excellence done by Lucky Cat Coffee is creating an image for the company and pushing the customer back, (b) Quality of products and facilities, Lucky Cat Coffee always maintain the quality of the products obtained by the customer to be in accordance with the management standards set, and all the facilities available are always in a well-maintained state, both in the function and hygiene and cleanliness. Business barriers, Lucky Cat Coffee believes can compete with other large competitors in the field of culinary by always providing quality service and good product quality. Keywords: Activity, Relationship Management, Customer Satisfaction Aktivitas Costumer Relationship Management saat ini menjadi salah satu kunci dari kesuksesan sebuah perusahaan. Perusahaan yang berorientasi pada customer (customer oriented) dapat meraih sukses apabila dapat menarik banyak pelanggan dan mempertahankan pelanggan tersebut menjadi pelanggan tetap sehingga tercipta kerjasama yang terus menerus. Oleh karena itu, setiap perusahaan harus mengerti dan memnuhi setiap kebutuhan pelanggan sehingga pelanggan merasa puas. Inilah salah satu aktivitas sebuah perusahaan dalam bidang Customer Relationship Management Skripsi ini mendeskripsikan bagaimanakah aktivitas Customer Relationship Management yang dilakukan”Lucky Cat Coffe & Kitchen”kuningan, Jakarta dalam upaya mempertahankan pelanggan. Dalam penelitian ini, penulis menggunakan metode studi kasus . data-data yang diperoleh dalam penelitian ini bersifat kualitatif, yaitu hasil wawancara dengan beberapa orang yang mengerti dengan tema penelitian ini sehingga dapat memberikan informasi yang akurat. Kemudian data-data tersebut diolah dan dianalisa oleh penulis dengan tiga komponen pokok analisa, yaitu reduksi data, penyajian data, dan penarikan kesimpulan. Dalam penulisan ini, peneliti dapat menyimpulkan bahwa aktivitas customer relationship yang di lakukan oleh”Lucky Cat Coffe & kItchen” kuningan, Jakarta untuk memuaskan pelanggan adalah (a) Service of excellence (pelayanan terbaik), tujuan dari service of excellence yang dilakukan oleh Lucky Cat Coffee adalah menciptakan image bagi perusahaan dan mendorong customer kembali, (b) Mutu produk dan fasilitas, Lucky Cat Coffee selalu menjaga mutu produk yang didapatkan oleh pelanggan agar sudah sesuai dengan standar manajemen yang ditetapkan, dan semua fasilitas yang tersedia selalu dalam keadaan terawat dengan baik, baik secara fungsi maupun kerapihan dan kebersihan. Hambatan usaha, Lucky Cat Coffee yakin dapat bersaing dengan pesaing besar lainnya dalam bidang kuliner dengan cara selalu menghadirkan pelayanan yang bermutu dan kualitas produk yang baik. Kata Kunci : Aktivitas, Relationship Management, Kepuasan Pelanggan
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