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All Journal Jurnal SUTASOMA
Rosmita Nopianti
STIE Pembangunan Tanjungpinang
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice

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Penerapan Customer Relationship Management Terhadap Kepuasan Pelanggan Pada Laundry Sabana Tanjungpinang Rosmita Nopianti; Rosa Eka Putri; Putri Anggraini Alfitrah; Satrio Bimo Syahputro
Jurnal SUTASOMA (Science Teknologi Sosial Humaniora) Vol 2 No 1 (2023): Desember 2023
Publisher : Universitas Tabanan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58878/sutasoma.v2i1.251

Abstract

Customer Relationship Management (CRM) is a long-term business strategy aimed at building and maintaining strong relationships with customers. Through the effective implementation of Customer Relationship Management (CRM), customer satisfaction can be enhanced. This research aims to evaluate the utilization of Customer Relationship Management (CRM) in Sabana Laundry business with the objective of improving customer satisfaction. The respondents in this study are customers of Sabana Laundry, selected through purposive sampling method. Data analysis is conducted using qualitative analysis methods. This approach involves in-depth interviews with the owner, employees, and customers of Sabana Laundry, direct observation of operational processes, and analysis of documents related to the implementation of Customer Relationship Management (CRM). The results of the analysis indicate that the implementation of Customer Relationship Management (CRM) has a significant positive impact on customer satisfaction levels. Therefore, it can be concluded that Customer Relationship Management (CRM) holds substantial potential for enhancing customer satisfaction in the context of Sabana Laundry business.
Co-Authors Putri Anggraini Alfitrah Rosa Eka Putri Satrio Bimo Syahputro