| dc.description.abstract | This 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 |
