CD Skripsi

Pengaruh Kualitas Pelayanan Dan Crm ( Customer Relationship Management ) Terhadap Kepuasan Pelanggan Pada Pt. Ekaputra Prada Indonesia

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ABSTRACT
This research was conducted at PT. Ekaputra Prada Indonesia, located on
Garuda Sakti Street, Simpang Baru, Tampan, Pekanbaru, Riau. The purpose of
this study was to determine the effect of service quality and crm on customer
satisfaction at PT. Ekaputra Prada Indonesia partially and simultaneously. In
this research the method used is quantitative descriptive analysis with SPSS
program. The population in this study are all consumers who purchase the
product at PT. Ekaputra Prada Indonesia in the last year of 2020 totaling 59
consumers. Where the samples in this study are consumers of PT. Ekaputra Prada
Indonesia as many as 59 respondents. To determine the sample using the Census
Method. Data collection techniques through questionnaires and interviews, types
and sources of data using primary data and secondary data, measurement
collection techniques using a Likert scale.
From the analysis of data which includes validity, reliability, simple linear
regression analysis, multiple linear analysis, determination analysis and
significance test with t test (partial test), and f test (simultaneous). The results of
this study indicate that the results of the first t test hypothesis testing, service
quality on customer satisfaction is t arithmetic (7.972)> t table (1,67203) means
that service quality has a significant effect on customer satisfaction. Second, the
crm on customer satisfaction is t arithmetic (8.069)> t table (1.67203) means that
the crm significantly influences customer satisfaction. The f test results of service
quality and crm have a significant effect on customer satisfaction, namely f
arithmetic (45.157)> Ftable (3.16). This means that service quality and crm
simultaneously have a significant effect on customer satisfaction at PT. Ekaputra
Prada Indonesia.
Keywords: Service Quality, CRM, Customer Satisfaction

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

1701114209

Penerbit

Pekanbaru : Universitas Riau - FSIP - ADMINISTRASI BISNIS., 2022

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

1701114209

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

Ilmu Administrasi Bisnis

Info Detail Spesifik

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Pernyataan Tanggungjawab

Deti

Versi lain/terkait

Lampiran Berkas

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