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

FITRIYANSYAH, BOBY and Ibrahim, Ali (2015) PENERAPAN (CRM) CUSTOMER RELATIONSHIP MANAGEMENT UNTUK MENINGKATKAN KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN DENGAN METODE TOPSIS PADA PD SUWITO. Undergraduate thesis, Sriwijaya University.

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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, Kualitas Pelayanan, Kepuasan Pelanggan, Topsis
Subjects: H Social Sciences > HF Commerce > HF1040-1054 Commodities. Commercial products
T Technology > T Technology (General) > T58.6-58.62 Management information systems > T58.6 General works Industrial engineering Information technology. Information systems (General) Management information systems -- Continued
Divisions: Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User: Mr Halim Sobri
Date Deposited: 18 Nov 2019 03:18
Last Modified: 18 Nov 2019 03:18
URI: http://repository.unsri.ac.id/id/eprint/16714

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