Pohan, Andrew Fujii and Abadi, Fiter and Pasasa, Linus Ampang (2016) Analyzing the Impact of Customer Relationship Management Towards Customer Satisfaction in Electrolux Indonesia. Bachelor thesis, Swiss German University.

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Abstract

The purpose of this research is to analyze the impact of Customer Relationship Management toward Customer Satisfaction. CRM plays major role in term of increasing customer satisfaction, as a company implementing good strategy of CRM is a must if they want to inrcrease the level of customer satisfaction. This phenomenom gives the home appliances industry a chance to increase the customer satisfaction by implementing good CRM. The first phase of the research involves questionnaires distribution to Electrolux Indonesia customers, especially they‟re who live in South Jakarta. To analyze the data that has been gathered from customers‟ perception, the author uses SPSS and AMOS to test the data collected from respondents. By analyzing the impact of CRM towards customer satisfaction the author is expecting to measure how accurate and what is the impact of CRM to customer satisfaction. This will allow Electrolux Indonesia to consider wheter they should continue to implement their current CRM strategies or take the other option to change. But in the end Electrolux Indonesia should improve their CRM strategies to increase their customer satisfaction.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	Electrolux Indonesia; Customer Relationship Management; Customer Satisfaction.
Subjects:	H Social Sciences > HF Commerce > HF5001 Business H Social Sciences > HF Commerce > HF5415 Consumer Behavior H Social Sciences > HF Commerce > HF5415 Consumer Behavior > HF5415.335 Consumer satisfaction
Divisions:	Faculty of Business Administration and Communication > Department of Business Administration
Depositing User:	Atroridho Rizky
Date Deposited:	03 Nov 2020 11:48
Last Modified:	03 Nov 2020 11:49
URI:	http://repository.sgu.ac.id/id/eprint/1322

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