Skripsi

PENERAPAN CRM (CUSTOMER RELATIONSHIP MANAGEMENT) UNTUK MENINGKATKAN PELAYANAN PENJUALAN MENGGUNAKAN METODE SERVQUAL (SERVICE QUALITY) STUDI KASUS : TOKO NENG’S BAKERY

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Penilaian

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Neng's Bakery store is one of the bakeries located in Ogan Ilir Regency which already has many processed bakery products that have sold more than thousands of products. However, on the customer satisfaction side, shops still have shortcomings and are not optimal, for example, looking at the satisfaction of buyers and store employees, all questionnaires are used which are only used for a certain period of time such as when exams, complaints, criticism suggestions and consultations are still not stored properly (paper- based). The CRM concept itself has a goal in terms of customer satisfaction, how to see and measure it, how to formulate and get a definite value from customer satisfaction. so to get a valid value, a questionnaire instrument is used, then the calculation of one of the Service Quality Methods (servqual) is divided into several dimensions in this study. The results of these calculations are used as a benchmark to improve sales services at Neng's Bakery Store. With the results of the calculation of forty respondents using a questionnaire with a Likert scale then calculating with the Service Quality Method (servqual) it is known that the results of Service Quality in this application show the GAP results obtained, namely 0.997 which means that customer satisfaction at Neng's Bakery Store is good or this GAP shows the fulfillment of customer expectations with the quality of services provided by Neng's Bakery Store.

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Availability

Inventory Code	Barcode	Call Number	Location	Status
2107004085	T61358	T613582021	Central Library (Referens)	Available but not for loan - Not for Loan

Detail Information

Series Title

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Call Number

T613582021

Publisher

Indralaya : Prodi Sistem Informasi, Fakultas Ilmu Komputer Uniersitas Srwijaya., 2021

Collation

xxi, 141 hlm,: ilus.; 29 cm

Language

Indonesia

ISBN/ISSN

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Classification

005.360 7

Content Type

Text

Media Type

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Carrier Type

-

Edition

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Subject(s)

Program untuk Komputer Personal
Prodi Sistem Informasi

Specific Detail Info

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Statement of Responsibility

MURZ

Other version/related

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