Pengaruh E-Service Quality Dan Customer Relationship Management Terhadap Kepuasan Pelanggan Pengguna Aplikasi Dana
Abstract
Technological developments have made people's lifestyles increasingly changing to become completely online with the emergence of the internet as a link. Competition is getting tougher, making companies have to pay more attention to e-service quality and the relationship between companies and customers so that customers still feel satisfied and loyal. The DANA company is trying to build a quality e-service that meets the needs of consumers. This study aims to analyze the effect of electronic e-service quality and Customer Relationship Management on customer satisfaction among DANA users in Jombang. The data analysis technique in this study used multiple linear regression analysis. Data collection by distributing questionnaires online to DANA users. The results of this study indicate that the e-service quality and CRM provided by the DANA company have made customers feel satisfied when using it. The relationship between the company and the customer is also the value of customer trust when making transactions.Keywords : CRM, Customer Satisfaction, DANA, E-Service Quality,
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Fika Ayu Widyanita. 2018. Analisis Pengaruh Kualitas Pelayanan E-Commerce Shopee Terhadap Kepuasan Konsumen Shopee Indonesia Pada Mahasiswa Fe Uii Pengguna Shopee. Univ. Islam Indones.
Jennifer V, Relawan N. 2017. The Influence Of The Academic Service Quality Toward Student ( Study On Students Of Business Administration Of Telkom University ) Mahasiswa ( Studi Pada Mahasiswa Administrasi Bisnis Universitas Telkom ) Abstrak. 2: 125–133.
Kotler P, Keller Kl. 2016. Marketing Mangement.
Melinda M (Melinda). 2017. Pengaruh E-Service Quality Terhadap E-Loyalty Pelanggan Go-Jek Melalui E-Satisfaction Pada Kategori Go-Ride. Agora 5: 56797.
Ningsih Nw, Suharyono ., Yulianto E. 2016. Pengaruh Customer Relationship Management (Crm) Terhadap Kepuasan Dan Loyalitas Pelanggan (Survei Pada Pelanggan Pt Astra Internasional, Tbk-Tso Auto2000 Cabang Denpasar). J. Adm. Bisnis 30: 171–177.
Riyani D, Larashat I, Juhana D. 2021. Pengaruh Harga Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan. Maj. Bisnis Iptek 14: 94–101.
Sumarauw J, Jorie R, Victor C. 2015. Pengaruh Customer Relationship Management Dan Kepercayaan Terhadap Kepuasan Serta Dampaknya Terhadap Loyalitas Konsumen Pt. Bank Bca Tbk. Di Manado. J. Ris. Ekon. Manajemen, Bisnis Dan Akunt. 3: 671–683.
Trisnawati Om, Fahmi S, Manajemen J, Indonesia B, Trisnawati Om, Manajemen Ps, Tinggi S, Ekonomi I, Malang K, Fahmi S, Manajemen Ps, Tinggi S, Ekonomi I, Malang K, Nasabah K, Banking M. 2017. Pengaruh Kualitas Layanan Elektronik ( E-Servqual ) Terhadap Kepuasan Nasabah Pengguna Mobile Banking. 4: 174–184.
Wildyaksanjani Jp, Sugiana D. 2018. Strategi Customer Relationship Management (Crm) Pt Angkasa Pura Ii (Persero). J. Kaji. Komun. 6: 10.
Published
2023-01-30
How to Cite
MAHENDRI, Wisnu; SHOLIHA, Mas Azzaqiatus.
Pengaruh E-Service Quality Dan Customer Relationship Management Terhadap Kepuasan Pelanggan Pengguna Aplikasi Dana.
JURNAL ADMINISTRASI KANTOR, [S.l.], v. 10, n. 2, p. 265-275, jan. 2023.
ISSN 2527-9769.
Available at: <http://ejournal-binainsani.ac.id/index.php/JAK/article/view/1988>. Date accessed: 08 sep. 2024.
doi: https://doi.org/10.51211/jak.v10i2.1988.
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Articles
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