Skripsi

PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP KEPUASAN PELANGGAN PENUMPANG MASKAPAI SRIWIJAYA AIR PALEMBANG

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This study aims to analyze the influence of customer identification, customer acquisition, customer retention, and customer development, both partially and simultaneously, on customer satisfaction of Sriwijaya Air airline in Palembang. The study uses a quantitative approach with a causal research type. Primary data were obtained by distributing questionnaires to 100 Sriwijaya Air passenger respondents selected using purposive sampling, while data analysis was carried out by multiple linear regression using SPSS. The results show that the four dimensions of CRM have a positive and significant effect on customer satisfaction, both partially and simultaneously. Keywords: Customer Relationship Management, Customer Identification, Customer Acquisition, Customer Retention, Customer Development, Customer Satisfaction.

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Detail Information

Series Title

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Call Number

T1913352025

Publisher

Indralaya : Prodi Ekonomi Manajemen, Fakultas Ekonomi Universitas Sriwijaya., 2025

Collation

xviii, 113 hlm.; ilus.; 29 cm

Language

Indonesia

ISBN/ISSN

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Classification

658.812 07

Content Type

Text

Media Type

unmediated

Carrier Type

-

Edition

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Subject(s)

Prodi Ekonomi Manajemen

Specific Detail Info

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Statement of Responsibility

KA

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