PENGARUH CUSTOMER RELATONSHIP MANAGEMENT TERHADAP KEPUASAN PELANGGAN JASA PERPOSAN PADA ASOSIASI PERUSAHAAN JASA PENGIRIMAN EKSPRES POS DAN LOGISTIK INDONESIA JAWA BARAT

Abstract

This service aims to determine the effect of customer relationship management on customer service satisfaction on Express Services and Logistics Services Association in West Java. The method used in this service was descriptive analysis and verivative analysis conducted at ASPERINDO West Java outlets / outlets. Data obtained through observation and interviews, using a Likert scale questionnaire on 38 respondents. Data were analyzed using path analysis. The results of dedication show that Customer Relationship Management has an effect on Customer Satisfaction, where it can be seen in each dimension that is in customer relationship management and customer satisfaction. While overall
/ simultaneous Customer Relationship Management has a large and significant influence on customer satisfaction, which is equal to 76.1%. And the other 33.9% are other influences that are not included in this dimension of service.