Saputra, Nurman (2021) MENINGKATKAN CUSTOMER SATISFACTION DENGAN CUSTOMER EXPERIENCE BERBASIS INTERAKSI SOSIAL (STUDI PADA PASIEN KLINIK KAGUNGAN KOTA SERANG). Master thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
Customer satisfaction is an important thing in the company's progress to achieve company goals. The purpose of this study was to analyse the effect of CRM and social interaction on customer satisfaction by using the customer experience variable as an intervening variable. This study used an explanatory research method which was conducted on 100 patients at Kagungan Clinic Serang City who received treatment more than once. Data was collected through a questionnaire which was then analysed using smartPLS 3.3 software. Based on the results of hypothesis testing, the results of CRM and social interaction have a positive effect on customer experience and customer satisfaction. CRM has a positive and significant effect on customer experience, social interaction has a positive and significant effect on customer experience, and customer experience has a positive and significant effect on customer satisfaction, CRM and Social interaction have a significant positive effect on customer satisfaction after going through the customer experience intervening variable.
| Item Type: | Thesis (Master) | |||||||||
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| Contributors: |
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| Additional Information: | Customer satisfaction menjadi suatu hal yang penting dalam kemajuan perusahaan untuk mencapai tujuan perusahaan. Tujuan penelitian ini adalah menganalisis pengaruh CRM dan interaksi sosial terhadap Customer satisfaction dengan menggunakan variabel Customer experience sebagai variabel intervening. Penelitian ini menggunakan metode explanatory research yang dilakukan pada 100 orang pasien Klinik Kagungan Serang yang melakukan pengobatan lebih dari satu kali. Data dikumpulkan melalui kuisioner yang selanjutnya di analisis menggunakan smartPLS 3.3. Berdasarkan hasil uji hipotesis diperoleh hasil CRM dan interaksi sosial berpengaruh positif terhadap Customer experience dan Customer satisfaction. CRM memiliki pengaruh positif dan signifikan terhadap Customer experience, Social interaction memiliki pengaruh positif dan signifikan terhadap Customer experience, Customer experience memiliki pengaruh positif dan signifikan terhadap Customer satisfaction, CRM dan Social interaction berpengaruh positif signifikan terhadap kepuasan pelanggan setelah melalui variabel intervening pengalaman pelanggan. | |||||||||
| Uncontrolled Keywords: | CRM, Customer experience, Social interaction, Customer satisfaction CRM, interaksi sosial, Customer experience, Customer satisfaction | |||||||||
| Subjects: | H Social Sciences > H Social Sciences (General) | |||||||||
| Divisions: | 08-Pascasarjana > 61101-Magister Manajemen 08-Pascasarjana |
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| Depositing User: | mr Nurman Saputra | |||||||||
| Date Deposited: | 17 May 2024 11:47 | |||||||||
| Last Modified: | 17 May 2024 11:47 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/35388 |
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