PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN

The Effect of Relationship Management and Service Quality on Customer Satisfaction

Abstract

The purpose of this study is  to determine the partial and  simultaneous effect of  customer relationship management and service quality on customer satisfaction, especially for the owner of matahari club card (MCC) on  beauty service. The data collection is conducted by using  questionnaires. Data  analysis used multiple linear regression, used  SPSS as statistical procedur examinatnion.  The results showed that  customer relationship management and service quality of partially and simultaneously have positive and significant effects  on   customer satisfaction in PT. Matahari Department Store Jambi City.

Keywords: Customer Relationship Management, Service Quality, and Customer Satisfaction