HUBUNGAN ANTARA MANAJEMEN HUBUNGAN PELANGGAN (CUSTOMER RELATIONSHIP MANAGEMENT) DENGAN LOYALITAS PELANGGAN ALFAMIDI PADA WARGA RW 001 TIPAR CAKUNG, JAKARTA UTARA

Aryanti, Devi (2013) HUBUNGAN ANTARA MANAJEMEN HUBUNGAN PELANGGAN (CUSTOMER RELATIONSHIP MANAGEMENT) DENGAN LOYALITAS PELANGGAN ALFAMIDI PADA WARGA RW 001 TIPAR CAKUNG, JAKARTA UTARA. S1 thesis, Universitas Negeri Jakarta.

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Abstract

DEVI ARYANTI. Correlation Between Customer Relationship Management (CRM) to the Customer Loyalty Alfamidi in the RW 001 Tipar Cakung, North Jakarta. Skripsi, Jakarta: Commerce Education Studies Program. Department of Economics and Administration, Faculty of Economics, State University of Jakarta. This study aimed to obtain data / facts right (valid, true, valid) and trustworthy (reliable) about how far the relationship between the Customer Relationship Management to the Customer Loyalty RW 001 Tipar Cakung, North Jakarta. The study was conducted over nine months from April to December 2012. The method used is the method of survey correlational approach. The population was around 001 Tipar RW Cakung, North Jakarta. With affordable member populations Alfamidi in RT 009, RW 001, amounting to 40 people. Sampling error of 5% to 36 people in the sample, using simple random sampling technique. To capture the data variable X (Customer Relationship Management) and a variable Y (Customer Loyalty), used questionnaires shaped instrument, which is distributed to residents RW 001, after it tested the validity of the contents through the validation process of calculating the correlation coefficient score points with the total score and the test reliability with Cronbach alpha formula. Results of reliability variable X (Customer Relationship Management) of 0.922 and a reliability variable Y (Customer Loyalty) of 0.802. Test requirements analysis is done by looking at the regression equation is Y = 39.04 to 0.18 + X. Next is the estimated regression error normality test on X using the test and obtained Liliefors Lhitung = 0.0786 compared with Ltabel at the 0.05 level at 0.1476, then Lo <Lt. This means that the error estimates Y over X is normally distributed. Linearity test result Fcount (0.49) <F table (2.28), this means linear regression models were used. While the significance of regression testing obtained Fcount (30.25)> F table (4.13), this proves that the regression mean. Test the product moment correlation coefficient rxy yield of 0.690. Then proceed with the coefficient significance test using the t test. The results obtained are thitung (5.563), while the TTable at dk = n - 2 = 36-2 = 34, and the 0.05 level is 1.684, meaning thitung> TTable. The calculation of the coefficient of determination produce rxy2 = 0.6902 = 0.4765. This shows that 47.65% of the variation is determined by the Customer Relationship Management Customer Loyalty. The conclusion of this study is that there is a positive relationship between the Customer Relationship Management to the Customer Loyalty Alfamidi in the RW 001 Tipar Cakung, North Jakarta.

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