Ar, Dhita Pratiwi and Muhammadin, Akhmad and Salam, Karta Negara (2021) The Influence of Customer Relation Management (CRM), Consumer Behavior, and Quality of Service To Customer Satisfaction at Hk Medical Center Makassar Clinic. In: The 3rd International Conference on Business and Banking Innovations, 6 & 7 March 2021, Surabaya. (Unpublished)
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Abstract
This study aims to analyze the influence of customer relation management (CRM), customer behavior, and quality of service to customer satisfaction at HK Medical Center Makassar Clinic. The sample in this study amounted to 75 respondents. The data analysis technique used is multiple linear regression using SPSS version 20 data processing. The value of R Square is 0.496 or 49.6%, and the calculation result of Fhitung ≥ Ftabel is 2,506 ≥ 2.38, which means that the results of this study are customer relationship management (CRM), customer behavior, and service quality simultaneously positively and significantly affect customer satisfaction at HK Medical Center Makassar Clinic. And partially, customer relationship management (CRM), customer behavior, and service quality significantly affect customer satisfaction at HK Medical Center Makassar Clinic. Keywords : Customer Relation Management (CRM), Customer Behavior, Quality of Service, and Customer Satisfaction
| Item Type: | Conference or Workshop Item (Paper) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING |
| Divisions: | ICOBBI (International Conference of Business and Banking Innovations) |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 06 Sep 2021 05:51 |
| Last Modified: | 06 Sep 2021 05:51 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/3940 |
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