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CRM Impact on Customer Satisfaction and Customer Loyalty at Garuda Indonesia: The Airline of Indonesia

Adhyaksa, Muhamad Reynaldi (2020) CRM Impact on Customer Satisfaction and Customer Loyalty at Garuda Indonesia: The Airline of Indonesia. In: The 2nd International Conference on Business and Banking Innovations (ICOBBI) 2020, 14 - 15 Agustus 2020, STIE Perbanas Surabaya.

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28. CRM Impact on Customer Satisfaction and Customer Loyalty at Garuda Indonesia_ The Airline of Indonesia.pdf

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Abstract

This study examines the Customer Relationship Management system conducted by Garuda Indonesia. Garuda Indonesia is one of the airline company in Indonesia that has huge market and using CRM to retain loyal customers. CRM is one of the technologically advanced systems that commonly used by companies to protect loyal customers and to recommend their services. This study will cover their marketing, loyalty program, CRM, customer satisfaction, and customer loyalty. This study aims to analyse Garuda Indonesia’s CRM system and give recommendation on how to improve it. Using the descriptive method, this study contains three research topic which comprises evaluation of Garuda Indonesia’s CRM system, customer satisfaction, and evaluation of customer loyalty. Research were conducted using primary data through survey and secondary data obtained from relevant journals. The conclusion showed that CRM services provided by Garuda Indonesia is neither useful nor useless. This study contributes by providing several Key words: Garuda Indonesia CRM; Garuda Indonesia Loyalty Program

Item Type: Conference or Workshop Item (Paper)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: ICOBBI (International Conference of Business and Banking Innovations)
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 19 Oct 2017 07:21
Last Modified: 20 Oct 2020 07:11
URI: http://eprints.perbanas.ac.id/id/eprint/2724

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