Pengaruh Kualitas Layanan Digital Dan Implementasi Customer Relationship Management Terhadap Kepuasan Pelanggan PT Bima Sakti Alterra Menggunakan Aplikasi PDAM Pintar

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Andriyani, Silvi (2023) Pengaruh Kualitas Layanan Digital Dan Implementasi Customer Relationship Management Terhadap Kepuasan Pelanggan PT Bima Sakti Alterra Menggunakan Aplikasi PDAM Pintar. PGP-Thesis thesis, LSPR Communication and Business Institute.

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Official URL: http://elibrary.lspr.ac.id/lsprperpus/index.php?p=...

Abstract

Penelitian dengan judul “Pengaruh Kualitas Layanan Digital Dan Implementasi Customer Relationship Management Terhadap Kepuasan Pelanggan PT Bima Sakti Alterra Menggunakan Aplikasi PDAM Pintar” ini bertujuan untuk mengetahui pengaruh kualitas layanan digital dan Customer Relationship Management terhadap kepuasan pelanggan pengguna aplikasi PDAM Pintar. Analisis data yang dilakukan menggunakan analisis regresi linier berganda. Paradigma dan metode yang digunakan adalah paradigma positivisme, metode penelitian kuantitatif. Dengan bantuan teori SOR (Stimulus, Organism, Response) sebagai teori utama dan contrast theory sebagai teori pendukung. Hasil dari penelitian ini menunjukkan bahwa Kualitas Layanan Digital dan Customer Relationship Management berpengaruh positif dan signifikan serta simultan terhadap Kepuasan Pelanggan pengguna aplikasi PDAM Pintar.

Kata kunci: customer relationship management, layanan digital, SOR teori, contrast theory

Item Type:	Thesis (PGP-Thesis)
Subjects:	H Social Sciences > HT Communities. Classes. Races
Divisions:	POSTGRADUATE PROGRAMME > Strategic Public Relations
Depositing User:	Ms Kartika S
Date Deposited:	02 Feb 2024 04:20
Last Modified:	02 Feb 2024 04:20
URI:	http://repository.lspr.ac.id/id/eprint/2300

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