Customer Reliationship Pada PT Muliaglass Float Division 3

Thoriq Baihaqi Al Syukri, Puji Isyanto, Dini Yani

Abstract

This study aims to carry out Customer relationship marketing or CRM activities at PT. MuliaGlass is a form of service quality that is measured through commitment, communication, and complaint handling. Customer trust and loyalty are expected to increase by managing these three dimensions. This method uses a qualitative method, namely by making observations in the scope of the company, paying attention to how the processes occur within the company, paying attention to the preparation of the administration of shipping and receiving goods in the company, observing the process of complaints submitted by customers to the company. Then the results of this study indicate that the commitment and complaint handling of PT. MuliaGlass has a positive influence on customer trust. However, this Practical Work shows that communication has no effect on customer trust.

Keywords

Customer Relationship, PT Muliaglass

Full Text:

PDF

References

Assauri, S. (2013). Manajemen Pemasaran. Jakarta : Rajawali Pers

Kotler, Phlip, & Keller, K. L. (2014). Marketing Management, 14th Edition, Pearson Education Limited

Sujarweni, V. Wiratna. (2014). Metode Penelitian: Lengkap, Praktis, dan Mudah Dipahami. Yogyakarta: Pustaka Baru Press.

Sudarsono, Heri. 2019. “Manajemen Pemasaran - Heri Sudarsono - Google Buku.†03.

Satriadi,Wanawir,Eka Hendrayani,Leonita Siwianti,Nursaidah. (2021). Manajemen pemasaran. Samudra Biru

Sofyan Assauri (2013). Manajemen pemasaran. https://www.gramedia.com/literasi/manajemen-pemasaran/. Diakses tanggal 5 Jun 2021

Terry. R. (2015). Pengertian Manajemen Menurut Para Ahli. https://bursanom.com/pengertian-manajemen/. Diakses tanggal 07 Agustus 2016

Wilson. (2015). Pengertian Manajemen Menurut Para Ahli. http://www.artikelsiana.com/2015/01/pengertianmanajemen-fungsi-manajemen.html. Diakses tanggal 01 September 2016

Mulia Industrindo - Home diakses pada 21 Februari 2023

Asraini, D. (2019). Pengaruh Customer Relationship Management Dan Kualitas Pelayanan Terhadap Keputusan Pembelian Produk Pt. Nusantara Surya Sakti Sumbawa. Jurnal Manajemen Dan Bisnis, 2(1).

Firmansyah, S. F. W. dan H. (2021). Pengaruh Customer Relationship Management (Crm) Terhadap Kepuasan Pelanggan Produk Sepatu Convese. Jurnal Bisnis Dan Pemasaran, 11(1), 11.

Refbacks

  • There are currently no refbacks.