HUBUNGAN ANTARA MANAJEMEN HUBUNGAN PELANGGAN (CUSTOMER RELATIONSHIP MANAGEMENT) DENGAN KEPUASAN PELANGGAN D’COST RESTAURANT PADA WARGA RW 04, KELURAHAN TANJUNG BARAT, KECAMATAN JAGAKARSA, JAKARTA SELATAN

Mentari, Raisya (2013) HUBUNGAN ANTARA MANAJEMEN HUBUNGAN PELANGGAN (CUSTOMER RELATIONSHIP MANAGEMENT) DENGAN KEPUASAN PELANGGAN D’COST RESTAURANT PADA WARGA RW 04, KELURAHAN TANJUNG BARAT, KECAMATAN JAGAKARSA, JAKARTA SELATAN. S1 thesis, Universitas Negeri Jakarta.

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Abstract

RAISYA MENTARI. The Correlation between Customer Relationship Management and Customer Satisfaction of D'Cost Restaurant at Residents RW 04 Tanjung Barat, Jagakarsa, South Jakarta. Thesis, Jakarta. Study Program of Commerce Education, Department of Economics and Administration, Faculty of Economics, State University of Jakarta, July 2013. This study aimed to obtain information and knowledge based on data or facts right (valid, true, valid) and trustworthy (dependable, reliable) on the relationship between customer relationship management and customer satisfaction D'Cost Reastaurant at Residents RW 04 Tanjung Barat, Jagakarsa, South Jakarta. The research method used was a survey method with the correlational approach. The research was conducted at Residents RW 04 Tanjung Barat, Jagakarsa, South Jakarta, during the four months from March 2013 to June 2013. The population in this study were all residents of RW 04 Tanjung Barat, South Jakarta District Jagakarsa inaccessibility resident population is RT 007, amounting to 80 people. The sampling technique used was simple random technique as many as 65 people. Techniques of data analysis begins with the search for a simple regression equation, which is obtained by the regression equation Y = 70.35 + 0.79 X. Test requirements analysis is the normality test on the estimated error of regression Y on X (Y - Ŷ) obtained by test Liliefors Lhitung = 0.9985, while Ltabel for n = 65 at significance level of 0.05 is 0.10989. Because Lhitung <Ltabel the estimated error of regression Y on X (Y - Ŷ) normal distribution. Linearity test regression Fhitung <Ftabel ie Fhitung = 0.93 <F table = 1.82, so it was concluded that the model is a linear regression equation. Test the significance of the regression F value> F, ie F value = 15.79> F = 4.00, meaning that the mean regression equation models. Correlation coefficient of Pearson Product Moment obtained rxy = 0.45, then this means that there is a positive relationship between customer relationship management and customer satisfaction. Further test the significance of the correlation coefficient using t-test and obtained t> t table, ie t = 3.960> table = 1.67, so it can be concluded that there is a significant relationship between customer relationship management and customer satisfaction. The coefficient of determination obtained by 20% which shows that 20% of variation determined by customer satisfaction is customer relationship management. The results have shown a positive relationship between customer relationship management and customer satisfaction D'Cost Restaurant at Residents RW 04 Tanjung Barat, Jagakarsa, South Jakarta

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