PENGARUH PUBLIC RELATIONS, CUSTOMER RELATIONSHIP MANAGEMENT DAN TRUST TERHADAP CONSUMER SATISFACTION DI PT PJB SERVICES SIDOARJO
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Institusion
Universitas Bhayangkara Surabaya
Author
Annanda, Ade Firdaus
Subject
Datestamp
2023-01-24 02:48:22
Abstract :
Marketing is one of the main activities carried out by companies in order to achieve the goal of maintaining survival to develop and earn profits. For that marketing activities must be able to provide customer satisfaction. The purpose of this study was to determine the effect of public relations, customer relationship management and trust on consumer satisfaction at PT PJB Services Sidoarjo. This study uses a quantitative approach with data collection using a questionnaire. The population of this research is the customers of PT PJB Services Sidoarjo which number 36 companies with sampling technique using saturated sampling. Testing the data using validity and reliability tests. The analytical method used is multiple linear regression analysis with hypothesis testing, namely the F test and t test. The results of this study indicate that public relations, customer relationship management and trust have a significant simultaneous and partial effect on consumer satisfaction at PT PJB Services Sidoarjo. The customer relationship management variable has a dominant effect on consumer satisfaction at PT PJB Services Sidoarjo.
Marketing is one of the main activities carried out by companies in order to achieve the goal of maintaining survival to develop and earn profits. For that marketing activities must be able to provide customer satisfaction. The purpose of this study was to determine the effect of public relations, customer relationship management and trust on consumer satisfaction at PT PJB Services Sidoarjo. This study uses a quantitative approach with data collection using a questionnaire. The population of this research is the customers of PT PJB Services Sidoarjo which number 36 companies with sampling technique using saturated sampling. Testing the data using validity and reliability tests. The analytical method used is multiple linear regression analysis with hypothesis testing, namely the F test and t test. The results of this study indicate that public relations, customer relationship management and trust have a significant simultaneous and partial effect on consumer satisfaction at PT PJB Services Sidoarjo. The customer relationship management variable has a dominant effect on consumer satisfaction at PT PJB Services Sidoarjo.
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