PENERAPAN CRM (CUSTOMER RELATIONSHIP MANAGEMENT) UNTUK MENINGKATKAN PELAYANAN PENJUALAN MENGGUNAKAN METODE SERVQUAL (SERVICE QUALITY) STUDI KASUS : TOKO NENG’S BAKERY

ANGGRAINI, DWI SETIA and Wedhasmara, Ari (2021) PENERAPAN CRM (CUSTOMER RELATIONSHIP MANAGEMENT) UNTUK MENINGKATKAN PELAYANAN PENJUALAN MENGGUNAKAN METODE SERVQUAL (SERVICE QUALITY) STUDI KASUS : TOKO NENG’S BAKERY. Undergraduate thesis, Sriwijaya University.

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Abstract

Neng's Bakery store is one of the bakeries located in Ogan Ilir Regency which already has many processed bakery products that have sold more than thousands of products. However, on the customer satisfaction side, shops still have shortcomings and are not optimal, for example, looking at the satisfaction of buyers and store employees, all questionnaires are used which are only used for a certain period of time such as when exams, complaints, criticism suggestions and consultations are still not stored properly (paper- based). The CRM concept itself has a goal in terms of customer satisfaction, how to see and measure it, how to formulate and get a definite value from customer satisfaction. so to get a valid value, a questionnaire instrument is used, then the calculation of one of the Service Quality Methods (servqual) is divided into several dimensions in this study. The results of these calculations are used as a benchmark to improve sales services at Neng's Bakery Store. With the results of the calculation of forty respondents using a questionnaire with a Likert scale then calculating with the Service Quality Method (servqual) it is known that the results of Service Quality in this application show the GAP results obtained, namely 0.997 which means that customer satisfaction at Neng's Bakery Store is good or this GAP shows the fulfillment of customer expectations with the quality of services provided by Neng's Bakery Store.

Item Type:	Thesis (Undergraduate)
Subjects:	#2 Repository of Library Services > Documentation of Important Decrees (UU, PP, Permen etc) T Technology > T Technology (General) > T58.5-58.64 Information technology > T58.6.E9 Management information systems -- Congresses.
Divisions:	09-Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User:	Dwi Setia Anggraini
Date Deposited:	24 Jan 2022 07:52
Last Modified:	24 Jan 2022 07:52
URI:	http://repository.unsri.ac.id/id/eprint/61358

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