ANALISIS IMPLEMENTASI CUSTOMER RELATIONSHIP MANAGEMENT DAN KUALITAS PELAYANAN JASA TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA PADA RETENSI PELANGGAN HOTEL BIDAKARA JAKARTA

Tauriana, Dian and Made Dini Arisani, Ni (2012) ANALISIS IMPLEMENTASI CUSTOMER RELATIONSHIP MANAGEMENT DAN KUALITAS PELAYANAN JASA TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA PADA RETENSI PELANGGAN HOTEL BIDAKARA JAKARTA. Jurnal Binus Business Review, 03 (01). ISSN 2087-1228

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Abstract

As the development of the business industry, it is now seen some companies that have a lot of customers so that it is required a good Customer Relationship Management to maintain long-term relationships with customers. Bidakara Hotel Jakarta is one of the services in the hospitality industry which implements Customer Relationship Management. Intense competition in the hospitality industry, Hotel Bidakara Jakarta must also consider the quality of care services to keep their customers satisfied and not switch to competitors through Customer Retention Strategy. In this study the author examines the influence and relationship between Customer Relationship Management and Service Quality on Customer Satisfaction and services impact on Customer Retention using Path Analysis. The results of this study show that the Customer Relationship Management Bidakara Hotel Jakarta is not contributing to the customers satisfaction. Quality services have positive and significant contribution to customers satisfaction, strong influence. Customer Relationship Management has positive and significant contribution to the Customer Retention Bidakara Hotel Jakarta, weak influence. Quality service has positive and significant contribution to the Customer Retention Bidakara Hotel Jakarta strong influence.

Item Type: Article
Additional Information: 12_Volume 03 / Nomor 01 / May 2012_ANALISIS IMPLEMENTASI CUSTOMER RELATIONSHIP MANAGEMENT DAN KUALITAS PELAYANAN JASA TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA PADA RETENSI PELANGGAN HOTEL BIDAKARA JAKARTA
Subjects: Economic, Business, Management and Information System
Divisions: ?? journal_33_12_Volume-03-Nomor-01-May-2012 ??
Depositing User: Mr. Super Admin
Date Deposited: 30 May 2013 17:33
Last Modified: 03 Jun 2013 06:36
URI: http://eprints2.binus.ac.id/id/eprint/26612

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