Pengaruh Kualitas Layanan dan Manajemen Hubungan Pelanggan terhadap Kepuasan Pelanggan pada Pengguna Flip.Id

Abstract

This study itself has the aim of understanding whether in practice the Quality of Service and customer relationship management owned by Flip.Id in Indonesia has a strong enough influence on the process of customer satisfaction. This study uses quantitative research methods because the process focuses on empirical data collected with a research approach using descriptive and verification methods. The sampling technique used in this study is a purposive sampling technique using the gfrom method in the process of collecting the required data. The data analysis technique used is path analysis technique with the help of a statistical tool called SPSS. The results of hypothesis testing either from the partial test or the simultaneous test show that service quality and customer relationship management can have a positive and significant influence on customer satisfaction with a simultaneous effect of 86.2% and 14.8% influenced by things not examined in this study. when the quality of these two variables is improved, the level of customer satisfaction it has is getting higher.

 Keywords: Service Quality; Customer Relationship Management;Customer Satisfaction; Flip.Id