An Analysis of Customer Satisfaction and Its Effect on Customer Relationship Management

DOI

10.2991/assehr.k.210304.004How to use a DOI?

Keywords

Customer Satisfaction, Effect, Customer Relationship Management

Abstract

The purpose of this study is to determine and analyze: Customer Relationship Management (CRM) influence of customer satisfaction toward PT Tiki Jalur Nugraha Ekakurir (JNE) Banjar City Branch Office. The study was conducted with the quantitative approach under the frame of explanatory design. 100 customers were selected as the participants who were previously chosen by using Simple Random Sampling. The data were analyzed by using the statistical methods, namely Pearson Product Moment correlation. The results showed that the influence of Customer Relationship Management (CRM) on customer satisfaction by 50.08%. The hypothesis testing indicated that there is a significant influence of Customer Relationship Management (CRM) on customer satisfaction toward PT Tiki Jalur Nugraha Ekakurir (JNE) Banjar City Branch Office. This indicates that, Customer Relationship Management (CRM) is very important to increase customer satisfaction.

Copyright

© 2021, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Yogi Sugiarto Maulana
AU  - Dian Hadiani
AU  - Dara Siti Nurjanah
AU  - Asep Endri Mulyana
AU  - Agam Nurul Fajar
PY  - 2021
DA  - 2021/03/08
TI  - An Analysis of Customer Satisfaction and Its Effect on Customer Relationship Management
BT  - Proceedings of the 1st Paris Van Java International Seminar on Health, Economics, Social Science and Humanities (PVJ-ISHESSH 2020)
PB  - Atlantis Press
SP  - 16
EP  - 19
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.210304.004
DO  - 10.2991/assehr.k.210304.004
ID  - Maulana2021
ER  -