PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP CITRA PERPUSTAKAAN

kamaludin, - (2018) PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP CITRA PERPUSTAKAAN. S1 thesis, Universitas Pendidikan Indonesia.

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Abstract

Skripsi Program Studi Perpustakaan dan Ilmu Informasi. Departemen Kurikulum dan Teknologi Pendidikan. Fakultas Ilmu Pendidikan. Universitas Pendidikan Indonesia. Tahun 2018. Customer relationship management merupakan strategi yang digunakan oleh UPT Perpustakaan Institut Teknologi Bandung untuk menjalin hubungan yang baik pada pemustaka. Selain keberadaan UPT Perpustakaan Institut Teknologi Bandung sebagai perpustakann pusat, juga terdapat perpustakaan khusus di setiap fakultas maupun program studi yang menjadi pilihan mahasiswa dalam mengakses sumber informasi. Strategi dalam menjalin hubungan baik dengan pemustaka agar menjaga popularitas dalam menjaga citra baik UPT Perpustakaan Institut Teknologi Bandung menjadi daya tarik untuk diteliti. Tujuan dilaksanakannya penelitian ini adalah untuk mengetahui 1) Pengaruh customer relationship management terhadap citra UPT Perpustakaan Institut Teknologi Bandung; 2) Besarnya pengaruh data dan teknologi customer relationship management terhadap citra UPT Perpustakaan Institut Teknologi Bandung; 3) Besarnya pengaruh sumber daya manusia customer relationship management terhadap citra UPT Perpustakaan Institut Teknologi Bandung; 4) Besarnya pengaruh proses customer relationship management terhadap citra UPT Perpustakaan Institut Teknologi Bandung. Penelitian ini menggunakan metode deksriptif dengan pendekatan kuantitatif. Sampel dari penelitian ini adalah mahasiswa Institut Teknologi Bandung dengan kategori minimal semester ke-2 dan memanfaatkan layanan perpustakaan. Teknik penentuan sampel pada penelitian ini adalah teknik purposive sampling. Instrumen yang digunakan pada penelitian ini yaitu angket dengan menggunakan skala Likert yang dianalisis menggunakan analisis regresi linier sederhana. Hasil penelitian ini menunjukan bahwa terdapat pengaruh yang positif dan signifikan dari customer relationship management terhadap citra UPT Perpustakaan Institut Teknologi Bandung baik dari aspek data dan teknologi, sumber daya manusia, maupun proses customer relationship management. ;---Thesis, Library and Information Science programe. Department of Education Curriculum and Technology. Faculty of Science Education. Indonesia University of Education. 2018. Customer relationship management is a strategy used by the UPT Bandung Institute of Technology Library to establish good relationships with users. In addition to the existence of the UPT Bandung Institute of Technology Library as a central library, there are also special libraries in each faculty and study programs that are the choice of students in accessing information sources. The strategy in establishing good relations with users in order to maintain popularity in maintaining a good image of the UPT Bandung Institute of Technology Library is an attraction to be studied. The purpose of this research was to find out 1) the effect of customer relationship management towards the image of the UPT Bandung Institute of Technology Library; 2) The greater of the influence of data and customer relationship management technology on the image of the UPT Bandung Institute of Technology Library; 3) The greater of influence of customer relationship management human resources on the image of the UPT Bandung Institute of Technology Library; 4) The greater of the influence of the customer relationship management process on the image of the UPT Bandung Institute of Technology Library. This study uses a descriptive method with a quantitative approach. The sample of this study is students of the Bandung Institute of Technology with a minimum category of the second semester and utilize library services. The sample determination technique in this study was purposive sampling technique. The instrument used in this study is a questionnaire using a Likert scale which was analyzed using simple linear regression analysis. The results of this study indicate that there is a positive and significant influence of customer relationship management on the image of the UPT Bandung Institute of Technology Library both in terms of data and technology, human resources, and customer relationship management process.

Item Type:	Thesis (S1)
Additional Information:	No. Panggil : S PSPI KAM p-2018; Pembimbing : I. Yooke Tjuparmah, II. Hana Silvana; NIM : 1406827.
Uncontrolled Keywords:	citra, customer relationship management, UPT Perpustakaan Institut Teknologi Bandung, customer relationship management , image, the UPT Bandung Institute of Technology Library.
Subjects:	Q Science > Q Science (General)
Divisions:	Fakultas Ilmu Pendidikan > Program Studi Perpustakaan dan Informasi
Depositing User:	YUSUP REZA ADITYA HARDIAN
Date Deposited:	13 Feb 2020 07:43
Last Modified:	13 Feb 2020 07:43
URI:	http://repository.upi.edu/id/eprint/44780

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