KEPUASAN PENGGUNA TERHADAP LMS BINUSMAYA: PERSPEKTIF IMPLEMENTASI CRM PADA INSTITUSI PENDIDIKAN UNTUK KARAKTERISTIK LAYANAN

Meyliana, Meyliana and Antonius E, Henry and W, Stephen (2011) KEPUASAN PENGGUNA TERHADAP LMS BINUSMAYA: PERSPEKTIF IMPLEMENTASI CRM PADA INSTITUSI PENDIDIKAN UNTUK KARAKTERISTIK LAYANAN. Jurnal ComTech, 02 (02). ISSN 2087-1244

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Abstract

Customer relationship concept now has turned into customer engagement, known as Customer Relationship Management (CRM). The characteristics of CRM accommodate three things: marketing, sales, and services. Education industry has the most powerful characteristics of the service because the customers are bounded to the institution in longer time. Customer satisfaction will give positive recommendations to their families and relatives. In contrast, customer dissatisfaction will bring unfavorable recommendation. Thus, services for the customers who are still linked to the company will determine the companys business continuity. This study used EUCS (End User Computing System) model to determined the variable where the hypothesis was tested by correlation analysis and regression analysis. IPA (Importance performance Analysis) is used to to analyze what to be improved by calculating the gap analysis. Based on correlation analysis, all H1 hypothesis (have relationship) is accepted and based on regression analysis, all the hypotheses H1 (influencing) is accepted. Based on IPA, three of five variables are the first priority for improvement. All variables are the second priority to be improved.

Item Type: Article
Additional Information: 8_Volume 02 / Nomor 02 / December 2011_KEPUASAN PENGGUNA TERHADAP LMS BINUSMAYA: PERSPEKTIF IMPLEMENTASI CRM PADA INSTITUSI PENDIDIKAN UNTUK KARAKTERISTIK LAYANAN
Subjects: Computer Science
Divisions: ?? journal_32_8_Volume-02-Nomor-02-December-2011 ??
Depositing User: Mr. Super Admin
Date Deposited: 17 Dec 2012 08:16
Last Modified: 11 Apr 2013 04:22
URI: http://eprints.binus.ac.id/id/eprint/15934

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