Febriani, Dina Delia (2024) Pengaruh Persepsi Harga, Kualitas Layanan, Customer Relationship Management terhadap Kepuasan Konsumen pada layanan bidang jasa advertising (Studi kasus: PT. Mukti Citra Jaya). (The Effect of Price Perception, Service Quality, Customer Relationship Management on Consumer Satisfaction in Advertising Services (Case Study: PT. Mukti Citra Jaya)). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.
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Abstract
The advertising industry is one of the most dynamic and competitive sectors. In this era of globalization and business competition, the advertising service industry faces great challenges to maintain and increase customer satisfaction. The success of advertising services depends largely on how well companies can meet the needs and expectations of their customers. To achieve this, a number of key factors need to be considered, including price perception, service quality, and customer relationship management. The purpose of this study was to determine, analyze and prove the effect of these variables on customer satisfaction of PT Mukti Citra Jaya Surabaya. This study uses quantitative methods with primary data obtained through distributing questionnaires to 100 consumers or clients of PT Mukti Citra Jaya Surabaya. Measurement of data from questionnaires using a Likert scale and tested instruments through validity and reliability. Hypothesis testing is done through multiple linear regression analysis, coefficient of determination test, partial test and simultaneous test through SPSS 26.0. The results stated that price perception has a significant effect on customer satisfaction, service quality has a significant effect on customer satisfaction, customer relationship management has a significant effect on customer satisfaction, and price perception, service quality and customer relationship management simultaneously or together have a significant effect on customer satisfaction of PT Mukti Citra Jaya Surabaya.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Uncontrolled Keywords: | Price Perceptions, Service Quality, Customer Relationship Management, Customer Satisfaction. |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Ekonomi Manajemen |
| Depositing User: | 1212000074 Dina Delia Febriani |
| Date Deposited: | 23 Jul 2024 02:33 |
| Last Modified: | 23 Jul 2024 02:33 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/30423 |
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