Implementasi Customer Relationship Management Dalam Upaya Peningkatan Customer Satisfaction Index (Studi Kasus : Bengkel “ARUL MOTOR” )

Rahutama, Yunan Bioeka and , Mila Faila Sufa, ST, MT (2022) Implementasi Customer Relationship Management Dalam Upaya Peningkatan Customer Satisfaction Index (Studi Kasus : Bengkel “ARUL MOTOR” ). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

The development of industry in the world is very rapid coupled with the development of technology, in a study mentioned that technology will continue to develop over time and follow the increasing manufacturing industry and other fields. The problem that occurs in this ARUL MOTOR workshop is the lack of concept or application of customer relationship management so that it has an impact on consumer loyalty, in this case researchers will conduct the concept of crm implementation and evaluation and benchmarking and customer satisfaction analysis with customer satisfaction index. The application of CRM approach as a material to increase service activity so that there is an increase in arrivals. Through the approach of benchmarking service problems can be known based on the results of evaluation of business weaknesses, Customer Satisfaction Index (CSI) is done to know the index of service satisfaction in arul motor workshops and obtained a satisfaction index of 80% in the satisfied category. The proposed improvement of this research is to expand the reach of the business, conduct long-term business development and prioritize the best service and fast time to increase customer loyalty and long-term advanced research as a business business development material.

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: CRM, CSI, Kepuasan Pelanggan, Pelayanan
Subjects: T Technology > T Technology (General)
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: YUNAN BIOEKA RAHUTAMA
Date Deposited: 19 Feb 2022 02:05
Last Modified: 19 Feb 2022 02:05
URI: http://eprints.ums.ac.id/id/eprint/98131

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