ANALISIS CUSTOMER RELATIONSHIP MANAGEMENT KEDAI OFFICE COFFEE PRODUCTION BANJARBARU DALAM HUBUNGAN DENGAN LOYALITAS PELANGGAN

MEDINA, JIHAN RADHWA NUR (2021) ANALISIS CUSTOMER RELATIONSHIP MANAGEMENT KEDAI OFFICE COFFEE PRODUCTION BANJARBARU DALAM HUBUNGAN DENGAN LOYALITAS PELANGGAN. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

JIHAN RADHWA NUR MEDINA, NPM. 17110073 “Analisis Customer Relationship Management Kedai Office Coffee Production Banjarbaru Dalam Hubungan Dengan Loyalitas Pelanggan”. Bapak Dr. Murdiansyah Herman,S.Sos., M.AP sebagai Pembimbing Utama dan Ibu Laila Qadariah., S.Sos., M.I.Kom sebagai Co Pembimbing. Tujuan penelitian ini adalah 1. Untuk mengetahui bagaimana upaya pihak kedai Office Coffee Production dalam hubungan dengan loyalitas pelanggan, 2. Untuk mengetahui apa saja faktor pendukung dan penghambat CRM di kedai Office Coffee Production dalam hubungan dengan loyalitas pelanggan. Metode penelitian menggunakan pendekatan kualitatif dengan jenis penelitian deskriptif kualitatif. Data dikumpulkan dengan cara wawancara dan dokumentasi kepada 7 orang informan. Analisis data menggunakan dengan pengumpulan data, pengolahan data, penyajian data dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa upaya pihak kedai Office Coffee Production dalam hubungan dengan loyalitas pelanggan pada jalannya customer relationship management ada 3 hal yaitu service, hospitality dan produk. Pemanfaatan yang maksimal pada media sosial Instagram dan Youtube juga penawaran membership Tada mendukung upaya-upaya tersebut. Namun, kurangnya sumber daya manusia pada karyawannya dapat menimbulkan komplain dari customer kepada pihak kedai Office Coffee Production yang mana hal tersebut dapat menghambat pengupayaan jalannya customer relationship management pada kedai ini. IHAN RADHWA NUR MEDINA, NPM. 17110073 “Analysis Of Customer Relationship Management Kedai Office Coffee Production Banjarbaru In Relationship To Customer Loyalty” Mr. Dr. Murdiansyah Herman,S.Sos., M.AP as Main Counselor and Ms. Laila Qadariah., S.Sos., M.I.Kom as Co Counselor. The purpose of this research are 1. Finding out how the efforts of kedai Office Coffee Production in relationship to customer loyalty, 2. Finding out what are the supporting and inhibiting factors of CRM at kedai Office Coffee Production in relationship to customer loyalty. The research methods using qualitative with descriptive qualitative research. Data are collected by interviewing and documentation to 7 informants. Data analysis using with data collection, data processing, data presentation and conclusion. The results of the research shows that the efforts of kedai Office Coffee Production in relationship to customer loyalty in realization of customer relationship management there are 3 things that is service, hospitality and product. Maximum utilization of Instagram and Youtube social media as well as Tada membership offers, are to supports these efforts. However, lacks of human resources in employees can induce any complaints from customer to part of kedai Office Coffee Production which is it can be hinder the efforts of customer relationship management at this kedai.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Customer Relationship Management, Customer, Loyalitas Pelanggan Customer Relationship Management, Customer, Customer Loyalty
Subjects: J Political Science > JN Political institutions (Europe)
Depositing User: Jihan Radhwa Nur Medina
Date Deposited: 25 Oct 2021 03:07
Last Modified: 25 Oct 2021 03:07
URI: http://eprints.uniska-bjm.ac.id/id/eprint/8524

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