PENGUKURAN LOYALITAS PELANGGAN DENGAN NET PROMOTER SCORE UNTUK MENINGKATKAN LAYANAN WEBSITE SUMEKS (STUDI KASUS: PT. CITRA BUMI SUMATERA)

JANNAH, ANNISA RAIDATUL and Ibrahim, Ali (2020) PENGUKURAN LOYALITAS PELANGGAN DENGAN NET PROMOTER SCORE UNTUK MENINGKATKAN LAYANAN WEBSITE SUMEKS (STUDI KASUS: PT. CITRA BUMI SUMATERA). Undergraduate thesis, Sriwijaya University.

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Abstract

Sumatera Ekspres (Sumeks) is a newspaper that becomes one of the largest newspapers in South Sumatra that has utilized website technology. Based on the results of the questionnaire on the Sumeks website service, the Net Promoter Score1 calculation result was -10.9% which was obtained a negative value. This shows that there needs to be an effort to innovate in answering customer's needs to create loyalty. According to Nielsen Consumer & Media View (CMV) research institute data in the third quarter of 2017, newspapers have reliable news value so that their existence as a means of advertising is very important and is considered to be more credible. Measuring the level of customer loyalty is applied using the Net Promoter Score by dividing customers into Promoter, Passive, and Detractor. Also, the Sumeks Advertising Website system development was done by adding ad transaction features and customer service using the CRM approach as well as by the FAST system development method. It was found that customer loyalty increased as seen from the Net Promoter Score2 calculation result of 21.6%. Keywords: Net Promoter Score, Customer Loyalty, CRM, FAST, Advertising, Newspapers.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Net Promoter Score, Customer Loyalty, CRM, FAST, Advertising, Newspapers.
Subjects:	T Technology > T Technology (General) > T175-178 Industrial research. Research and development
Divisions:	09-Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User:	Users 5789 not found.
Date Deposited:	14 May 2020 06:28
Last Modified:	20 May 2020 02:01
URI:	http://repository.unsri.ac.id/id/eprint/29324

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