Pengaruh Customer Relationship Management (CRM) terhadap Kepuasan Pelanggan Maxim - Dinda Nurhaliza Putri Diana; AG Sudibyo (Bandung Conference Series: Public Relations, 2023)
Abstract. Customer Relationship Management (CRM) is considered a way of retaining customers through the company’s supply chain. Customer satisfaction can later be used as a strategy to maintain a good relationship between customers and companies. Online transportation appears to make it easier for people to use public transportation and others. The purpose of this research is to find out the role of Customer Relationship Management (CRM) is demonstrating customer satisfaction with maxim drivers. This research method uses surveys and quantitative approaches. The number of samples that were used by respondents was 100 people. The data for analysis used validity and reliability tests using Kaiser-Meyer-Olkin (KMO) and Alpha Croncbach as inner model representatives. Based on the results of the regression test analysis obtained, it was stated that there was an influence of Customer Relationship Management (CRM) on customer satisfaction of Maxim’s online taxi driver. Abstrak. Customer Relationship Management (CRM) dianggap menjadi suatu cara untuk mempertahankan pelanggan melalui rantai pasokan perusahaan. Kepuasan pelanggan nanti nya dapat dijadikan sebagai strategi agar tetap memiliki ikatan yang baik antara pelanggan dengan perusahaan. Transportasi online muncul untuk memudahkan masyarakat dalam menggunakan transportasi ojek dan lainnya. Adapun tujuan dalam penelitian ini adalah untuk mengetahui peran Customer Relationship Management (CRM) dalam menunjukkan kepuasan pelanggan pengguna ojek online Maxim. Metode penelitian ini menggunakan survei dan pendekatan kuantitatif. Jumlah sampel yang digunakan responden sebanyak 100 orang. Data untuk analisis menggunakan uji validitas dan reliabilitas menggunakan Kaiser-Meyer-Olkin (KMO) dan Alpha Cronbach sebagai representatif inner model. Berdasarkan hasil analisis uji regresi yang didapat, dinyatakan bahwa terdapat pengaruh Customer Relationship Management (CRM) terhadap kepuasan pelanggan ojek online Maxim.