Detail Pengaruh Implementasi CRM, Kualitas Pelayanan, Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan (Studi Kasus: Pelanggan PT. Telkomsel Area Jabodetabek) Bibliografi Author: HARAHAP, ADIRA DEWIPUTRI ; Prasetya, Wibawa (Advisor) Topik: Implementasi CRM; Kualitas Pelayanan; Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan; Pelanggan PT. Telkomsel Area Jabodetabe Bahasa: (ID )     Penerbit: Program Studi Teknik Industri Fakultas Teknik Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2017     Jenis: Theses - Undergraduate Thesis Fulltext: 2013034194-Adira.pdf (4.91MB; 49 download) Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: FTI-1390 Non-tandon: tidak ada Tandon: 1  Lihat Detail Induk Abstract PT. Telkomsel is a company that acts in the cellular telecommunication sector. PT. Telkomsel is the number one telephone provider with the largest figure of subscribers in Indonesia. The number of increasing subscriber per year– month, specifically in the Jabodetabek area– makes it a phenomenon that occurs in the company. One of the ways for the company to always be in touch with their customer is through CRM channels for which are; call centers, walk-ins, eCares, and selfcares. Jabodetabek’s CRM channels that are able to be measured are limited to call centers and walk-ins. The company’s complaint handling procedure is comprised of 3 layers, which are done by 3 different operators each. With this condition, PT. Telkomsel’s customer satisfaction tends to be consistent at 80%, yet also parallels with the increasing churn, but it’s consider inferior to the total number of subscriber as a whole. Hence, this study intends to know the relationship between CRM, service quality, and customer satisfation towards customer loyalty, and which variable– mentioned former that has the most effect on customer loyalty. This correlational research is done by distributing questionnaires– that had passed validation and reliability tests– to 200 respondents with purposive sampling technique. For which it was carried out by using Structural Equation Modeling method, Lisrel 8.7 application. The result shows that customer satisfaction has the most direct effect on customer loyalty, and CRM has the most indirect effect on customer loyalty through service quality and customer satisfaction. Therefore, PT. Telkomsel might consider to simplify the steps of the complaint handling procedures and also to lower the service prices. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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