PENGARUH CITRA PERUSAHAAN DAN KUALITAS LAYANAN MELALUI MEDIASI CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA BANDAR UDARA SOEKARNO-HATTA, JAKARTA

SOEMANTO, HENDRA (2023) PENGARUH CITRA PERUSAHAAN DAN KUALITAS LAYANAN MELALUI MEDIASI CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA BANDAR UDARA SOEKARNO-HATTA, JAKARTA. S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This paper offers a framework for investigating the correlation between corporate image, service quality, Customer Relationship Management (CRM), and customer satisfaction. Furthermore, it also aims to demonstrate the importance of CRM to improve the organization’s image and the quality of services provided to achieve customer satisfaction. The conceptual framework was tested at Soekarno-Hatta International Airport in Jakarta, Indonesia with data collected from 235 customers using the service. The hypothesized relationships between variables were analyzed using a structural equation model. This research shows a positive significant indirect effect of corporate image and service quality on customer satisfaction through CRM (partially mediated). The model confirms that a credible corporate image, high-quality services, and maintaining good customer relationships result in high customer satisfaction. Keywords: corporate image, service quality, Customer Relationship Management (CRM), customer satisfaction Studi ini mengusulkan kerangka kerja konseptual untuk menyelidiki hubungan antara citra perusahaan, kualitas layanan, manajemen hubungan pelanggan (CRM), dan kepuasan pelanggan. Selanjutnya, juga bermaksud untuk membuktikan pentingnya CRM untuk meningkatkan citra perusahaan dan kualitas layanan yang diberikan untuk mencapai kepuasan pelanggan. Kerangka konseptual diuji di Bandara Internasional Soekarno-Hatta di Jakarta, Indonesia dengan data yang dikumpulkan dari 235 pelanggan yang menggunakan layanan tersebut. Hubungan yang dihipotesiskan antar variabel dianalisis menggunakan model persamaan struktural. Hasil penelitian menunjukkan adanya efek tidak langsung secara positif signifikan dari citra perusahaan dan kualitas layanan terhadap kepuasan pelanggan melalui CRM. Model tersebut menegaskan bahwa citra perusahaan yang kredibel, memberikan layanan berkualitas tinggi, dan menjaga hubungan baik dengan pelanggan menghasilkan kepuasan pelanggan yang tinggi. Kata Kunci: citra perusahaan, kualitas layanan, Customer Relationship Management (CRM), kepuasan pelanggan

Item Type:	Thesis (S2)
Call Number CD:	CD/551. 23 104
Call Number:	TM/51/23/123
NIM/NIDN Creators:	55121110024
Uncontrolled Keywords:	citra perusahaan, kualitas layanan, Customer Relationship Management (CRM), kepuasan pelanggan
Subjects:	600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.8 Marketing, Management of Distribution/Marketing, Manajemen Distribusi
Divisions:	Pascasarjana > Magister Manajemen
Depositing User:	ADELINA HASNA SETIAWATI
Date Deposited:	28 Oct 2023 03:32
Last Modified:	28 Oct 2023 03:32
URI:	http://repository.mercubuana.ac.id/id/eprint/82314

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