CD Tesis

Pengaruh Customer Relationship Marketing dan Kualitas Pelayanan Terhadap Kepuasan dan Loyalitas Pelanggan (Survey pada Mitra Bisnis PT Chevron Distrik Duri-Riau)

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Supriyo Widodo, NIM 1010246309, The effect of Customer Relationship Marketing and Service Quality on Customer Satisfaction and Loyalty (Survey on business partner D&C Team PT Chevron Duri-Riau District). Mentoring and supervision by Zulkarnain and Sri Restuti.
This research seeks to analyze the effect of Customer Relationship Marketing and Service Quality on Customer Satisfaction and Loyalty. Survey on business partner D&C Team PT Chevron Duri-Riau District. Types and sources data is the primary data obtained from empirical research results through the dissemination of questionnaires to business partners of D & C Team PT Chevron Duri Riau. Analytical techniques used was multiple linear regression.
This research involves respondents 120 employees Drilling business partners Drilling & Completion Team Chevron Duri, Riau District with the title General/Area Manager, HES Coordinator, Supervisor, Field Operator and Engineer. Sampling from a population of 40 business partner D & C taken three people each. Data collection techniques include interviews, observations and questionnaires. Testing the hypothesis is analyzed by the Path Analysis method and data processing using the SPSS program 17.00.
Based on the result analysis of the statistics obtained conclusion as follows:First customer relationship marketing has some positive effects and significantly to satisfaction .Second customer relationship marketing it has some positive effects and significantly to customer loyalty .Third the services quality has some positive effects and significantly to satisfaction. Fourth the quality of services has some positive effects and significantly to customer loyalty. Fifth customer satisfaction has some positive effects and significantly to customer loyalty .
The research suggest the following matters: first improve the quality of relationship marketing and services quality that satisfaction and loyalty business partner can provide better performance.Second to business partner should be able to do interaction and communication relating to the problems that appear so that can be fixed immediately.Third increasingsatisfaction and loyalty need to be improved in order business partner to recommends another company to be Chevron businnes partner . Fourth the object research will be conduct by the next other researchers suggested to take another variable that can affect satisfaction and customer loyalty besides variable in this research as marketing mix, work environment and so on .
Key word: customer relationship marketing, service quality, customer satisfaction and loyalty.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 12.116 (0129)

Penerbit

Pekanbaru : Universitas Riau - Pasca Manajemen Pemasaran., 2016

Deskripsi Fisik

xi, 93 hlm,; ill.: 29 cm

Bahasa

ISBN/ISSN

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Klasifikasi

10 12.116 (0129)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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