PENERAPAN (CRM) CUSTOMER RELATIONSHIP MANAGEMENT UNTUK MENINGKATKAN KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN DENGAN METODE TOPSIS PADA PD SUWITO

FITRIYANSYAH, BOBY and Ibrahim, Ali (2018) PENERAPAN (CRM) CUSTOMER RELATIONSHIP MANAGEMENT UNTUK MENINGKATKAN KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN DENGAN METODE TOPSIS PADA PD SUWITO. Undergraduate thesis, Sriwijaya University.

Preview	Text RAMA_57201_0903148161900_0021078402_01_front_ref.pdf - Accepted Version Available under License Creative Commons Public Domain Dedication. Download (1MB) | Preview
	Text RAMA_57201_0903148161900_0021078402_02.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (336kB) | Request a copy
	Text RAMA_57201_0903148161900_0021078402_03.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (967kB) | Request a copy
	Text RAMA_57201_0903148161900_0021078402_04.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (4MB) | Request a copy
	Text RAMA_57201_0903148161900_0021078402_05.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (178kB) | Request a copy
	Text RAMA_57201_0903148161900_0021078402_06_ref.pdf - Bibliography Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (179kB) | Request a copy
	Text RAMA_57201_0903148161900_0021078402_07_lamp.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (1MB) | Request a copy

Abstract

The intense business competition at present requires PD Furniture Suwito to focus on the needs desired by customers. And begin to change the mindset of profit orientation toward other potential factors such as service quality and customer satisfaction level being the main factor to be considered PD Furniture Suwito. Customer Relationship Management (CRM) is a marketing strategy that builds a close relationship between the company and its customers. This strategy encourages companies to open channels of communication as easily as possible with high response rates, so that customers feel closeness with the company. Good service quality will bring the business sector into a barometer in an effort to win the hearts of consumers so as not to close the possibility of the consumer to re-use the service products of a company. Satisfaction is the feeling of pleasure or disappointment of someone who emerges after comparing the performance of the thought product to the expected performance (or outcome). If performance is below expectations then the customer is not satisfied. If performance meets expectations then the customer is satisfied. With TOPSIS method that can provide alternative order of service quality is most ideal for customers. This method is chosen because it is able to select the best alternative from a number of best alternatives to service to customers.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	CRM, Quality of Service, Customer Satisfaction, Topsis
Subjects:	T Technology > T Technology (General) > T58.6-58.62 Management information systems
Divisions:	09-Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User:	Mrs Sri Astuti
Date Deposited:	09 Sep 2019 06:27
Last Modified:	09 Sep 2019 06:27
URI:	http://repository.unsri.ac.id/id/eprint/6708

Actions (login required)

View Item