PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM) BERDASARKAN SERVICE QUALITY UNTUK MENINGKATKAN PELAYANAN PELANGGAN PADA TOKO INDOSEHAT MEDIKA

NABILAH, NURIA and Ermatita, Ermatita and Suarli, Pacu Putra (2019) PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM) BERDASARKAN SERVICE QUALITY UNTUK MENINGKATKAN PELAYANAN PELANGGAN PADA TOKO INDOSEHAT MEDIKA. Undergraduate thesis, Sriwijaya University.

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Abstract

Indosehat Medika is a store that markets medical devices. In the process of collecting sales reports, difficulties often occur because there is no structured report data processing that becomes a recording error resulting in a negative impact on the company, therefore the need for a media that is a system that integrates marketing, transaction processing and customer service into an application online based that can manage the relationship between the company and its customers, by implementing the concept of Customer Relationship Management (CRM). This study aims to improve customer service from the dimensions of service quality to sales of medical devices at the Indosehat Medika Store. The results of the Cronbach's Alpha SPSS reliability coefficient are in the range 0.8 to 0.9 with the criteria of the relationship very closely categorized as "reliable".

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: medical devices, Customer Relationship Management, service quality method.
Subjects: T Technology > TK Electrical engineering. Electronics Nuclear engineering > TK7885-7895 Computer engineering. Computer hardware
Divisions: Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User: Nuria Nabilah
Date Deposited: 17 Sep 2019 05:25
Last Modified: 17 Sep 2019 05:25
URI: http://repository.unsri.ac.id/id/eprint/7829

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