KURNIAWATI, LINA (2019) PENGARUH PELAYANAN CUSTOMER RELATIONS TERHADAP KEPUASAN PELANGGAN PT RELAX LIVING CABANG KH WAHID HASYIM JAKARTA PUSAT. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Customer relations is one of the professions that is needed in a company, especially companies engaged in services, with the presence of a customer relations is very helpful in the smooth operation of the company in the field, because the task of a customer relations is to maintain good relations and explore the information needed by the company through company customers to improve the quality of the performance of employees and continue to build a good image in the community. Customer relations must be able to position themselves, take quick and appropriate decisions and be sensitive in all matters that can advance a profitable company and minimize complaints from customers that will harm and worsen the company resulting in the company's image in the community will decline, and no one believes with services sold by the company. To find out whether there is an influence of customer relations on customer satisfaction at PT. Relax Living, the researchers are interested in researching and answering this problem using communication theory that discusses customer relations with customer satisfaction so that researchers want to know whether there is a correlation between the two variables, whether it is positive or negative. This research is a quantitative or positivistic study using a survey method that will be carried out by giving questions in the form of questionnaires, this research goes through several stages, namely by coding data, transferring computer data, cleaning data, presenting data and analyzing it using calculation tools namely SPSS . Based on the research conducted, it was found that between customer service variables affect customer satisfaction in the company PT. Relax Living is obtained from the results of filling out the questionnaire conducted by respondents, namely regular customers from the company PT. Relax Living. nformasi-informasi yang dibutuhkan perusahaan melalui pelanggan perusahaan untuk meningkatkan kualitas kinerja para karyawan dan terus membangun citra yang baik dimasyarakat. Customer relations harus bisa menempatkan diri, mengambil keputusan yang cepat dan tepat dan peka dalam segala hal yang bisa memajukan perusahaan yang menguntungkan dan meminimalkan adanya keluhan dari pelanggan yang akan merugikan dan memperburuk perusahaan yang mengakibatkan citra perusahaan dimasyarakat akan menurun, dan tidak ada lagi yang percaya dengan jasa yang dijual oleh perusahaan tersebut. Untuk mengetahui apakah ada pengaruh dari customer relation terhadap kepuasan pelanggan di PT. Relax Living maka peneliti tertarik untuk meneliti dan menjawab permasalahan ini dengan menggunakan teori komunikasi yang membahas customer relations dengan kepuasan pelanggan sehingga peneliti ingin mengetahui apakah ada korelasi antar dua variabel tersebut, apakah bersifat positif atau negatif. Penelitian ini merupakan penelitian kuantitatif atau positivistik dengan menggunakan metode penelitian berupa survey yang akan dilakuan dengan memberikan pertanyaan berupa kuisioner, penelitian ini melalui beberapa tahap yaitu dengan pengkodean data, pemindahan data kekomputer, pembersihan data, penyajian data dan penganalisasian dengan menggunakan alat bantu hitung yaitu spss. Berdasarkan penelitian yang dilakukan maka didapatkan hasil bahwa antara variabel pelayanan customer relations mempengaruhi kepuasan pelanggan di perusahaan PT. Relax Living ini didapatkan dari hasil pengisian kuisioner yang dilakukan oleh responden yaitu pelanggan tetap dari perusahaan PT. Relax Living.
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