Pengaruh customer relationship management terhadap kepuasan dan loyalitas konsumen pada e-commerce agribisnis

Goranda,, Iqra Rizky (2021) Pengaruh customer relationship management terhadap kepuasan dan loyalitas konsumen pada e-commerce agribisnis. Masters thesis, IPB University.

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Official URL: http://repository.ipb.ac.id/handle/123456789/10709...

Abstract

The government's plan to move the Indonesian capital from the Jakarta Province to East Kalimantan Province, as well as change the sales system to digitalbased, has made PT XYZ initiate to open a new branch office in the Kariangau Industrial Estate, Balikpapan City, East Kalimantan Province. The study results determine whether this investment plan is feasible or not feasible to realize, along with managerial implications. Based on the formulation of the problems that have raised, the objectives of this study are: 1) analyzing the feasibility of establishing a new branch office and changing the digital-based sales system when viewed from non-financial aspects including market, technical, management and legal, and social economic; 2) analyze the feasibility of establishing a new branch and changes in the digital-based sales system when viewed from the financial aspect by calculating NPV, Net B / C, IRR, PP, and switching value analysis. This research was conducted from November 2019 to March 2020 using the business feasibility analysis method from financial and non-financial aspects (aspects of the market, technical, management and legal, and social economic). Primary data obtained from direct observation and interviews with company management. Analysis of non-financial aspects is done descriptively with quantitative methods, while financial issues analyzed with the quantitative approach. The analysis of non-financial aspects seen from the market aspects, technical, management and legal, and social economic for investment in the construction of new branch offices can be declared feasible. From a financial perspective, the investment value of Rp. 19.135.000.000 resulted in an NPV value of Rp. - 1.118.381.804.881 and a Net B / C Ratio of 0. IRR value of 9,77 percent and return on investment for 20,3 years, meaning investment in establishing a branch office. The new is not feasible to run. Switching value analysis shows that investment in establishing a new branch office can be declared feasible if sales experience a minimum increase of 14 percent.

Item Type: Thesis (Masters)
Additional Information: Softfile Fulltext silahkan download di Official URL
Uncontrolled Keywords: customer relationship management, kepuasan konsumen, loyalitas konsumen, SEM, LISREL, SWOT customer loyalty, customer relationship management, customer satisfaction
Subjects: Manajemen Pemasaran
Depositing User: SB-IPB Library
Date Deposited: 12 Nov 2022 08:38
Last Modified: 12 Nov 2022 08:38
URI: http://repository.sb.ipb.ac.id/id/eprint/3932

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