ANALISIS EFEKTIVITAS ELECTRONIC CUSTOMER RELATIONSHIP MANAJEMENT (E-CRM) PADA APLIKASI TOMORO COFFEE DI JAKARTA

AMALIA NABILA, . (2024) ANALISIS EFEKTIVITAS ELECTRONIC CUSTOMER RELATIONSHIP MANAJEMENT (E-CRM) PADA APLIKASI TOMORO COFFEE DI JAKARTA. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk mengetahui efektivitas penerapan electronic customer relationship management (e-CRM) pada aplikasi TOMORO Coffee di Jakarta yang berpengaruh terhadap membangun hubungan dengan pelanggan. Pada penelitian ini menggunakan jenis penelitian kuantitatif dengan teknik pengambilan sampel purposive sampling. Sedangkan teknik analisis yang digunakan ialah analisis deskriptif, analisis tabulasi sederhana dan skor rata-rata. Dari hasil penelitian yang didapatkan ialah dimensi yang berhubungan dengan e-CRM pada penelitian ini yaitu web design, search capabilities, loyalty programme, payment methods dan customer support termasuk kedalam kategori sangat baik jika dilihat dari skor kriteria dan dibuktikan dengan hasil pengukuran skor rata-rata menunjukkan tingkat efektivitas interval sangat efektif. Web design dilihat dari pengukuran pada skor kriteria masuk dalam kategori sangat baik dan berdasarkan skor rata-rata yaitu 3.43 termasuk dalam tingkat interval sangat efektif. Search capabilities dilihat dari pengukuran skor kriteria masuk dalam kategori sangat baik dan skor rata-rata yaitu 3.47 termasuk dalam tingkat interval sangat efektif. Loyalty programme dilihat dari pengukuran skor kriteria masuk dalam kategori sangat baik dan berdasarkan skor rata-rata yaitu 3.40 masuk dalam kategori tingkat interval sangat efektif. Payment methods jika dilihat dari pengukuran skor kriteria masuk dalam kategori sangat baik dan pengukuran skor rata-rata yaitu 3.37 masuk dalam kategori tingkat interval sangat efektif. Customer support dilihat dari pengukuran skor kriteria masuk dalam kategori sangat baik dan jika dilihat dari skor rata-rata yaitu 3.41 masuk dalam kategori sangat efektif. Adapun urutan tertinggi efektivitas dari dimensi e-CRM ialah search capabilities, web design, customer support, loyalty programme dan payment methods. ***** This study aims to determine the effectiveness of the application of electronic customer relationship management (e-CRM) in the TOMORO Coffee application in Jakarta which affects building relationships with customers. This study uses a type of quantitative research with purposive sampling technique. While the analysis techniques used are descriptive analysis, simple tabulation analysis and average scores. From the research results obtained, the dimensions related to e-CRM in this study, namely web design, search capabilities, loyalty programs, payment methods and customer support, are included in the excellent category when viewed from the criteria score and are evidenced by the results of the average score measurement showing the effectiveness level of the very effective interval. Web design seen from the measurement of the criteria score is in the very good category and based on the average score of 3.43, it is included in the very effective interval level. Search capabilities seen from the measurement of the criteria score are in the very good category and the average score of 3.47 is included in the very effective interval level. Loyalty program seen from the measurement of the criteria score is in the very good category and based on the average score of 3.40, it is included in the very effective interval level category. Payment methods when viewed from the measurement of the criterion score fall into the very good category and the measurement of the average score of 3.37 falls into the category of very effective interval levels. Customer support when viewed from the measurement of the criteria score is in the very good category and when viewed from the average score of 3.41 is in the very effective category. The highest order of effectiveness of the e-CRM dimension is search capabilities, web design, customer support, loyalty programs and payment methods.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dra. Sholikhah, M.M. ; 2). Rahmi, S.E., M.S.M.
Subjects:	Manajemen > Manajemen Pemasaran
Divisions:	FE > D IV Pemasaran Digital
Depositing User:	Users 25287 not found.
Date Deposited:	19 Aug 2024 05:54
Last Modified:	19 Aug 2024 05:54
URI:	http://repository.unj.ac.id/id/eprint/49753

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