Proceedings of the 1st Paris Van Java International Seminar on Health, Economics, Social Science and Humanities (PVJ-ISHESSH 2020)

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

Authors
Yogi Sugiarto Maulana, Dian Hadiani, Dara Siti Nurjanah, Asep Endri Mulyana, Agam Nurul Fajar
Corresponding Author
Yogi Sugiarto Maulana
Available Online 8 March 2021.
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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Volume Title
Proceedings of the 1st Paris Van Java International Seminar on Health, Economics, Social Science and Humanities (PVJ-ISHESSH 2020)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
8 March 2021
ISBN
978-94-6239-349-3
ISSN
2352-5398
DOI
10.2991/assehr.k.210304.004How to use a DOI?
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/).

Cite this article

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  -