PENERAPAN CRM (CUSTOMER RELATIONSHIP MANAGEMENT) UNTUK MENINGKATKAN PELAYANAN PENDIDIKAN MENGGUNAKAN METODE SERVQUAL (SERVICE QUALITY) (STUDI KASUS : SMA NEGERI 2 TANJUNG RAJA)

AMATULLAH, SHABRINA and Ibrahim, Ali (2018) PENERAPAN CRM (CUSTOMER RELATIONSHIP MANAGEMENT) UNTUK MENINGKATKAN PELAYANAN PENDIDIKAN MENGGUNAKAN METODE SERVQUAL (SERVICE QUALITY) (STUDI KASUS : SMA NEGERI 2 TANJUNG RAJA). Undergraduate thesis, Sriwijaya University.

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Abstract

SMA Negeri 2 Tanjung Raja is one of the schools located in Ogan Ilir Regency which has many graduates who have spread in various fields of universities both public and private. However, on the side of customer satisfaction, the school still has shortcomings and not yet optimal, for example seeing the satisfaction of the parents of students, teachers, and students all used questionnaires that are only used in certain period of time such as uas, complaints, advice criticism and consultation are still not stored well (paper-based). In the concept of crm itself has a goal in terms of customer satisfaction, how to see and measure it, how to formulate and get a definite value of customer satisfaction. then to get a valid value used questionnaire instrument, then the calculation of one method service quality (servqual) by dividing into several dimensions in this study. The results of the calculations that are used as a benchmark to improve education services. Key

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	kepuasan pelanggan, crm, metode servqual, kuisioner, pelayanan
Subjects:	L Education > LC Special aspects of education > LC1022-1022.25 Computer-assisted education T Technology > T Technology (General) > T58.4 Managerial control systems Information technology. Information systems (General)
Divisions:	09-Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User:	Mr Halim Sobri
Date Deposited:	10 Sep 2019 03:33
Last Modified:	10 Sep 2019 03:33
URI:	http://repository.unsri.ac.id/id/eprint/6872

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