Please use this identifier to cite or link to this item: https://repository.unej.ac.id/xmlui/handle/123456789/57000
Full metadata record
DC FieldValueLanguage
dc.contributor.authorImam Suroso-
dc.date.accessioned2014-04-15T03:09:00Z-
dc.date.available2014-04-15T03:09:00Z-
dc.date.issued2014-04-15-
dc.identifier.issn0216-2431-
dc.identifier.urihttp://repository.unej.ac.id/handle/123456789/57000-
dc.description.abstractThis study aimed at analyzing the effects of customer relation management, via service quality, on the customer satisfaction using the service of Pizza Hut Restaurant of Jember branch. The study analyzed the correlations among attributes of service quality which enabled the achievement of customer satisfaction based on structural model. The study was descriptive research by using a survey method. Structural Equation Model was used to analyze the level of customer satisfaction. The variables of the study were the dimensions of customer relation management, process/procedure, and technology. The variables of the service quality consisted of tangibles, responsiveness, assurance, reliability, and empathy. The customer satisfaction were measured based on price, convenience of acquisition, and the employee experiences. AMOS 6 software was used to analyze the data and the results showed that: customer relation management had direct effect on the customer satisfaction with the value of 32.6%, customer relation management had direct effect on the service quality with the value of 85.7%, service quality had direct effect on the customer satisfaction with the value of 48.4%, and the customer relation management had direct effect on the customer satisfaction via service quality with the value of 62.6%.en_US
dc.language.isootheren_US
dc.relation.ispartofseriesJurnal RELASI;Volume XIII, Januari 2011-
dc.subjectCustomer Relation management; Service Quality; Customer Satisfactionen_US
dc.titleANALISIS MANAJEMEN HUBUNGAN PELANGGAN MELALUI KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN PADA RESTORAN PIZZA HUT CABANG JEMBERen_US
dc.typeArticleen_US
Appears in Collections:Fakultas Ekonomi

Files in This Item:
File Description SizeFormat 
Pizza Hut Jember_1.pdf9.78 kBAdobe PDFView/Open


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.