s pem 0809289 table of content
DAFTAR ISI
ABSTRAK ........................................................................................................ i
ABSTRACT ....................................................................................................... ii
KATA PENGANTAR ...................................................................................... iii
DAFTAR ISI..................................................................................................... vii
DAFTAR TABEL ............................................................................................ x
DAFTAR GAMBAR ........................................................................................ xiii
DAFTAR LAMPIRAN .................................................................................... xiv
BAB I PENDAHULUAN ............................................................................... 1
1.1 Latar Belakang Penelitan ............................................................... 1
1.2 Identifikasi dan Rumusan Masalah ................................................ 11
1.2.1 Identifikasi Masalah ............................................................. 11
1.2.2 Rumusan Masalah ................................................................ 13
1.3 Tujuan Penelitian ........................................................................... 13
1.4 Kegunaan Penelitian……………………………………………..... 14
BAB II KAJIAN PUSTAKA, KERANGKA PEMIKIRAN DAN
HIPOTESIS ......................................................................................... 15
2.1 Kajian Pustaka ............................................................................... 15
2.1.1 Holistic Marketing................................................................ 18
2.1.2 Customer Relationship Management ................................... 18
2.1.2.1 Definisi dan Konsep
Customer Relationship Management ............................................. 18
2.1.2.2 Proses Customer Relationship Management ................ 22
2.1.2.3 Faktor-faktor Pendukung Proses
Customer Relationship Management ............................................. 25
2.1.2.4 Manfaat Customer Relationship Management ............. 29
2.1.2.5 Strategi Customer Relationship Management ................... 30
2.1.3 Loyalitas Pelanggan .............................................................. 32
Azrin Dhaniar Aprilia, 2012
Pengaruh Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan Susu Anak
Enfagrow A+
Universitas Pendidikan Indonesia | repository.upi.edu
2.1.3.1 Definisi Loyalitas Pelanggan ....................................... 32
2.1.3.2 Tingkat Kepuasan Pelanggan ...................................... 34
2.1.3.3 Faktor-faktor yang Mempengaruhi
Loyalitas Pelanggan ………………………………….. 35
2.1.3.4 Roda Loyalitas Pelanggan …………………………… 36
2.1.3.5 Indikator Pelanggan yang Loyal …………………….. 38
2.1.4 Pengaruh Customer Relationship Management
Terhadap Loyalitas Pelanggan ……………………………... 39
2.2 Kerangka Pemikiran ...................................................................... 40
2.3 Hipotesis ........................................................................................ 45
BAB III METODE PENELITIAN .................................................................. 46
3.1 Objek Penelitian ............................................................................ 46
3.2 Metode dan Desain Penelitian ....................................................... 47
3.2.1 Metode Penelitian ................................................................. 47
3.2.2 Desain Penelitian .................................................................. 48
3.3 Operasionalisasi Variabel .............................................................. 49
3.4 Sumber Data danTeknik Pengumpulan Data ................................. 52
3.4.1 Jenis dan Sumber Data ......................................................... 52
3.4.2 Teknikdan Alat Pengumpulan Data ..................................... 54
3.5 Populasi, Sampel dan Teknik Penarikan Sampel….…………….... 55
3.5.1 Populasi…………………………………………………….. 55
3.5.2 Sampel ……………………………………………………...56
3.5.3 Teknik Penarikan Sampel ………………………………….. 57
3.6 Rancangan Analisis Data dan Uji Hipotesis .................................. 58
3.6.1 Rancangan Analisis Data ...................................................... 58
3.6.2 Pengujian Validitas dan Reliabilitas ..................................... 60
3.6.2.1 Pengujian Validitas ............................................................ 60
3.6.2.2 Pengujian Reliabilitas ........................................................ 65
3.6.3 Teknik Analisis Data ………………………………………. 67
3.6.4 Uji Hipotesis……………………………………………….. 71
Azrin Dhaniar Aprilia, 2012
Pengaruh Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan Susu Anak
Enfagrow A+
Universitas Pendidikan Indonesia | repository.upi.edu
BAB IV HASIL PENELITIAN DAN PEMBAHASAN………………………72
4.1 Hasil Penelitian .............................................................................. 72
4.1.1 Gambaran Umum Objek Penelitian ...................................... 72
4.1.1.1 Profil PT.Mead Johnson………………………………..72
4.1.1.2 Produk PT.Mead Johnson……………………………….73
4.1.1.3 Program CRM Mead Johnson …………………………..75
4.1.2 Karakteristik dan Pengalaman Responden ................................................. 76
4.1.2.1 Karakteristik Responden…………......................... ........... 76
4.1.2.2 Pengalaman Responden……………………………. ........ 79
4.1.3Gambaran Variabel Penelitian ............................................... 84
4.1.3.1 Tanggapan Responden Mengenai CRM…………….. ...... 84
4.1.3.2 Tanggapan Responden Mengenai Loyalitas
Pelanggan…………………………………………… .................. 102
4.1.3.3 Pengujian Asumsi Regresi…………………………… . 110
4.2 Pembahasan Hasil Penelitian ......................................................... 115
4.3 Implikasi Hasil Penelitian CRM
di Bisnis Susu Bubuk Anak……………………............................118
BAB V Kesimpulan dan Saran…………………………………....................121
5.1 Kesimpulan…………………………............................................121
5.2 Saran .............................................................................................. 122
Daftar Pustaka ..................................................................................................... xv
Lampiran
Azrin Dhaniar Aprilia, 2012
Pengaruh Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan Susu Anak
Enfagrow A+
Universitas Pendidikan Indonesia | repository.upi.edu
DAFTAR TABEL
Tabel 1.1 Segmentasi Susu di Indonesia Tahun 2010 ...................................... 3
Tabel 1.2 Kategori SusuAnak……………………………………………… .. 4
Tabel 1.3 Produk dan Merek Susu Anak Usia 1-3 Tahun
yang Beredar di Indonesia Tahun 2011-2012…………………… ... 7
Tabel 1.4 Pasar Susu Bubuk Berdasarkan Target Konsumen
Tahun 2099-2011 .............................................................................. 7
Tabel 2.1 Definisi Customer Relationship Management
Menurut Ahli Pemasaran .................................................................. 19
Tabel 2.2 Definisi Loyalitas Pelanggan Menurut Ahli Pemasaran ................... 32
Tabel 3.1 Operasionalisasi Variabel ................................................................. 50
Tabel 3.2 Jenis dan Sumber Data ...................................................................... 53
Tabel 3.3 Populasi Jumlah Member EnfaClub yang Berlangganan
Susu Enfagrow A+ di Sukajadi ......................................................... 56
Tabel 3.4 Kriteria Penafsiran Hasil Perhitungan Responden ............................ 59
Tabel 3.5 Skor Alternatif Jawaban Pertanyaan
Positif dan Negatif ........................................................................... 60
Tabel 3.6 Interpretasi Besarnya Koefisien Korelasi ......................................... 62
Tabel 3.7 Hasil Pengujian Validitas
Customer Relationship Management ................................................ 63
Tabel 3.8 Hasil Pengujian Validitas Loyalitas Pelanggan ................................ 64
Tabel 3.9 Hasil Pengujian Reliabilitas .............................................................. 66
Tabel 3.10 Pedoman Untuk Memberikan Interpretasi
Koefisien Korelasi ............................................................................ 70
Tabel 4.1 Merek dan Segementasi Produk Mead Johnson .............................. 74
Tabel 4.2
Karakteristik Responden Berdasarkan Usia
Dihubungkan dengan Jumlah Anak Usia 1-3 Tahun
yang Dimiliki ....................................................................................... 77
Tabel 4.3 Karakteristik Responden Berdasarkan Jenis Pekerjaan
Dihubungkan dengan Penghasilan .................................................. 78
Azrin Dhaniar Aprilia, 2012
Pengaruh Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan Susu Anak
Enfagrow A+
Universitas Pendidikan Indonesia | repository.upi.edu
Tabel 4.4 Pengalaman Responden Berdasarkan Sumber
Informasi Mengenal Enfagrow A+ ................................................. 80
Tabel 4.5
Pengalaman Responden Berdasarkan
Lamanya Menjadi Member ............................................................. 81
Tabel 4.6 Pengalaman Responden Berdasarkan Alasan
Menggunakan Enfagrow A+ Untuk Anak ...................................... 82
Tabel 4.7
Pengalaman Responden Berdasarkan Frekuensi
Membeli Enfagrow A+ (800gram) dalam Sebulan ......................... 83
Tabel 4.8 Tanggapan Responden Mengenai Daya Tarik Promosi ................... 85
Tabel 4.9 Tanggapan Responden Mengenai Daya Tarik
Pemberian Produk Secara Cuma-cuma ........................................... 87
Tabel 4.10Tanggapan Responden Mengenai Daya Tarik
Pemberian Diskon .......................................................................... 89
Tabel 4.11Tanggapan Responden Mengenai Daya Tarik
Acara Member Gathering ............................................................... 90
Tabel 4.12Tanggapan Responden Mengenai Kemampuan
Perusahaan Memberi Konsultasi Gratis ......................................... 93
Tabel 4.13Tanggapan Responden Mengenai Kepuasan
Layanan SMS Tumbuh Kembang Anak ........................................ 94
Tabel 4.14Tanggapan Responden Mengenai Ketepatan
Penanganan Masalah dan Keluhan Pelanggan ............................... 95
Tabel 4.15 Tanggapan Responden Mengenai Daya Tarik
Pemberian Reward ......................................................................... 97
Tabel 4.16 Tanggapan Responden Mengenai Manfaat Promosi
Enfagrow A+ .................................................................................. 98
Tabel 4.17 Tanggapan Responden Mengenai Taktik Harga
Yang Ditetapkan Perusahaan ......................................................... 99
Tabel 4.18 Rekapitulasi Tanggapan Responden Mengenai
Customer Relationship Management ............................................... 100
Tabel 4.19 Tanggapan Responden Mengenai
Repeat Purchase Patterns ................................................................ 103
Azrin Dhaniar Aprilia, 2012
Pengaruh Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan Susu Anak
Enfagrow A+
Universitas Pendidikan Indonesia | repository.upi.edu
Tabel 4.20 Tanggapan Responden Mengenai Mereferensikan
Enfagrow A+ Kepada Orang Lain ................................................. 105
Tabel 4.21 Tanggapan Responden Mengenai Membayar
dengan Harga Premium .................................................................. 106
Tabel 4.22 Rekapitulasi Tanggapan Responden
Tentang Loyalitas Pelanggan ......................................................... 108
Azrin Dhaniar Aprilia, 2012
Pengaruh Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan Susu Anak
Enfagrow A+
Universitas Pendidikan Indonesia | repository.upi.edu
DAFTAR GAMBAR
Gambar 1.1 Perkembangan Otak Anak ............................................................. 2
Gambar 1.2 Loyalitas Pelanggan Susu Bubuk Enfagrow A+
di Sukajadi ..................................................................................... 9
Gambar 2.1 Dimensi Pemasaran Holistik .......................................................... 16
Gambar 2.2 Proses Customer Relationship Management ................................. 23
Gambar 2.3 Tingkat Kepuasan Pelanggan ......................................................... 34
Gambar 2.4 The Wheel of Loyalty ..................................................................... 37
Gambar 2.5 Kerangka Pemikiran Pengaruh CRM Terhadap
Loyalitas Pelanggan ....................................................................... 44
Gambar 2.6 Paradigma Penelitian ..................................................................... 45
Gambar 4.1 Hasil Kontinum Customer Relationship Management .................. 102
Gambar 4.2 Hasil Kontinum Loyalitas Pelanggan ............................................ 110
Azrin Dhaniar Aprilia, 2012
Pengaruh Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan Susu Anak
Enfagrow A+
Universitas Pendidikan Indonesia | repository.upi.edu
DAFTAR LAMPIRAN
Lampiran 1
Kuesioner Penelitian
Lampiran 2Uji Validitas dan Reliabilitas Manual
Lampiran 3
Output Uji Validitas dan Reliabilitas Menggunakan SPSS
17.0 For Windows
Lampiran 4
Data Interval Variabel Customer Relationship
Management dan Loyalitas Pelanggan
Lampiran 5
Uji Regresi dan Korelasi Manual
Lampiran 6
Output Hasil Uji Regresi dan Korelasi Menggunakan SPSS
17.0 For Windows
Lampiran 7
Riwayat Hidup Penulis
Azrin Dhaniar Aprilia, 2012
Pengaruh Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan Susu Anak
Enfagrow A+
Universitas Pendidikan Indonesia | repository.upi.edu
ABSTRAK ........................................................................................................ i
ABSTRACT ....................................................................................................... ii
KATA PENGANTAR ...................................................................................... iii
DAFTAR ISI..................................................................................................... vii
DAFTAR TABEL ............................................................................................ x
DAFTAR GAMBAR ........................................................................................ xiii
DAFTAR LAMPIRAN .................................................................................... xiv
BAB I PENDAHULUAN ............................................................................... 1
1.1 Latar Belakang Penelitan ............................................................... 1
1.2 Identifikasi dan Rumusan Masalah ................................................ 11
1.2.1 Identifikasi Masalah ............................................................. 11
1.2.2 Rumusan Masalah ................................................................ 13
1.3 Tujuan Penelitian ........................................................................... 13
1.4 Kegunaan Penelitian……………………………………………..... 14
BAB II KAJIAN PUSTAKA, KERANGKA PEMIKIRAN DAN
HIPOTESIS ......................................................................................... 15
2.1 Kajian Pustaka ............................................................................... 15
2.1.1 Holistic Marketing................................................................ 18
2.1.2 Customer Relationship Management ................................... 18
2.1.2.1 Definisi dan Konsep
Customer Relationship Management ............................................. 18
2.1.2.2 Proses Customer Relationship Management ................ 22
2.1.2.3 Faktor-faktor Pendukung Proses
Customer Relationship Management ............................................. 25
2.1.2.4 Manfaat Customer Relationship Management ............. 29
2.1.2.5 Strategi Customer Relationship Management ................... 30
2.1.3 Loyalitas Pelanggan .............................................................. 32
Azrin Dhaniar Aprilia, 2012
Pengaruh Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan Susu Anak
Enfagrow A+
Universitas Pendidikan Indonesia | repository.upi.edu
2.1.3.1 Definisi Loyalitas Pelanggan ....................................... 32
2.1.3.2 Tingkat Kepuasan Pelanggan ...................................... 34
2.1.3.3 Faktor-faktor yang Mempengaruhi
Loyalitas Pelanggan ………………………………….. 35
2.1.3.4 Roda Loyalitas Pelanggan …………………………… 36
2.1.3.5 Indikator Pelanggan yang Loyal …………………….. 38
2.1.4 Pengaruh Customer Relationship Management
Terhadap Loyalitas Pelanggan ……………………………... 39
2.2 Kerangka Pemikiran ...................................................................... 40
2.3 Hipotesis ........................................................................................ 45
BAB III METODE PENELITIAN .................................................................. 46
3.1 Objek Penelitian ............................................................................ 46
3.2 Metode dan Desain Penelitian ....................................................... 47
3.2.1 Metode Penelitian ................................................................. 47
3.2.2 Desain Penelitian .................................................................. 48
3.3 Operasionalisasi Variabel .............................................................. 49
3.4 Sumber Data danTeknik Pengumpulan Data ................................. 52
3.4.1 Jenis dan Sumber Data ......................................................... 52
3.4.2 Teknikdan Alat Pengumpulan Data ..................................... 54
3.5 Populasi, Sampel dan Teknik Penarikan Sampel….…………….... 55
3.5.1 Populasi…………………………………………………….. 55
3.5.2 Sampel ……………………………………………………...56
3.5.3 Teknik Penarikan Sampel ………………………………….. 57
3.6 Rancangan Analisis Data dan Uji Hipotesis .................................. 58
3.6.1 Rancangan Analisis Data ...................................................... 58
3.6.2 Pengujian Validitas dan Reliabilitas ..................................... 60
3.6.2.1 Pengujian Validitas ............................................................ 60
3.6.2.2 Pengujian Reliabilitas ........................................................ 65
3.6.3 Teknik Analisis Data ………………………………………. 67
3.6.4 Uji Hipotesis……………………………………………….. 71
Azrin Dhaniar Aprilia, 2012
Pengaruh Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan Susu Anak
Enfagrow A+
Universitas Pendidikan Indonesia | repository.upi.edu
BAB IV HASIL PENELITIAN DAN PEMBAHASAN………………………72
4.1 Hasil Penelitian .............................................................................. 72
4.1.1 Gambaran Umum Objek Penelitian ...................................... 72
4.1.1.1 Profil PT.Mead Johnson………………………………..72
4.1.1.2 Produk PT.Mead Johnson……………………………….73
4.1.1.3 Program CRM Mead Johnson …………………………..75
4.1.2 Karakteristik dan Pengalaman Responden ................................................. 76
4.1.2.1 Karakteristik Responden…………......................... ........... 76
4.1.2.2 Pengalaman Responden……………………………. ........ 79
4.1.3Gambaran Variabel Penelitian ............................................... 84
4.1.3.1 Tanggapan Responden Mengenai CRM…………….. ...... 84
4.1.3.2 Tanggapan Responden Mengenai Loyalitas
Pelanggan…………………………………………… .................. 102
4.1.3.3 Pengujian Asumsi Regresi…………………………… . 110
4.2 Pembahasan Hasil Penelitian ......................................................... 115
4.3 Implikasi Hasil Penelitian CRM
di Bisnis Susu Bubuk Anak……………………............................118
BAB V Kesimpulan dan Saran…………………………………....................121
5.1 Kesimpulan…………………………............................................121
5.2 Saran .............................................................................................. 122
Daftar Pustaka ..................................................................................................... xv
Lampiran
Azrin Dhaniar Aprilia, 2012
Pengaruh Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan Susu Anak
Enfagrow A+
Universitas Pendidikan Indonesia | repository.upi.edu
DAFTAR TABEL
Tabel 1.1 Segmentasi Susu di Indonesia Tahun 2010 ...................................... 3
Tabel 1.2 Kategori SusuAnak……………………………………………… .. 4
Tabel 1.3 Produk dan Merek Susu Anak Usia 1-3 Tahun
yang Beredar di Indonesia Tahun 2011-2012…………………… ... 7
Tabel 1.4 Pasar Susu Bubuk Berdasarkan Target Konsumen
Tahun 2099-2011 .............................................................................. 7
Tabel 2.1 Definisi Customer Relationship Management
Menurut Ahli Pemasaran .................................................................. 19
Tabel 2.2 Definisi Loyalitas Pelanggan Menurut Ahli Pemasaran ................... 32
Tabel 3.1 Operasionalisasi Variabel ................................................................. 50
Tabel 3.2 Jenis dan Sumber Data ...................................................................... 53
Tabel 3.3 Populasi Jumlah Member EnfaClub yang Berlangganan
Susu Enfagrow A+ di Sukajadi ......................................................... 56
Tabel 3.4 Kriteria Penafsiran Hasil Perhitungan Responden ............................ 59
Tabel 3.5 Skor Alternatif Jawaban Pertanyaan
Positif dan Negatif ........................................................................... 60
Tabel 3.6 Interpretasi Besarnya Koefisien Korelasi ......................................... 62
Tabel 3.7 Hasil Pengujian Validitas
Customer Relationship Management ................................................ 63
Tabel 3.8 Hasil Pengujian Validitas Loyalitas Pelanggan ................................ 64
Tabel 3.9 Hasil Pengujian Reliabilitas .............................................................. 66
Tabel 3.10 Pedoman Untuk Memberikan Interpretasi
Koefisien Korelasi ............................................................................ 70
Tabel 4.1 Merek dan Segementasi Produk Mead Johnson .............................. 74
Tabel 4.2
Karakteristik Responden Berdasarkan Usia
Dihubungkan dengan Jumlah Anak Usia 1-3 Tahun
yang Dimiliki ....................................................................................... 77
Tabel 4.3 Karakteristik Responden Berdasarkan Jenis Pekerjaan
Dihubungkan dengan Penghasilan .................................................. 78
Azrin Dhaniar Aprilia, 2012
Pengaruh Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan Susu Anak
Enfagrow A+
Universitas Pendidikan Indonesia | repository.upi.edu
Tabel 4.4 Pengalaman Responden Berdasarkan Sumber
Informasi Mengenal Enfagrow A+ ................................................. 80
Tabel 4.5
Pengalaman Responden Berdasarkan
Lamanya Menjadi Member ............................................................. 81
Tabel 4.6 Pengalaman Responden Berdasarkan Alasan
Menggunakan Enfagrow A+ Untuk Anak ...................................... 82
Tabel 4.7
Pengalaman Responden Berdasarkan Frekuensi
Membeli Enfagrow A+ (800gram) dalam Sebulan ......................... 83
Tabel 4.8 Tanggapan Responden Mengenai Daya Tarik Promosi ................... 85
Tabel 4.9 Tanggapan Responden Mengenai Daya Tarik
Pemberian Produk Secara Cuma-cuma ........................................... 87
Tabel 4.10Tanggapan Responden Mengenai Daya Tarik
Pemberian Diskon .......................................................................... 89
Tabel 4.11Tanggapan Responden Mengenai Daya Tarik
Acara Member Gathering ............................................................... 90
Tabel 4.12Tanggapan Responden Mengenai Kemampuan
Perusahaan Memberi Konsultasi Gratis ......................................... 93
Tabel 4.13Tanggapan Responden Mengenai Kepuasan
Layanan SMS Tumbuh Kembang Anak ........................................ 94
Tabel 4.14Tanggapan Responden Mengenai Ketepatan
Penanganan Masalah dan Keluhan Pelanggan ............................... 95
Tabel 4.15 Tanggapan Responden Mengenai Daya Tarik
Pemberian Reward ......................................................................... 97
Tabel 4.16 Tanggapan Responden Mengenai Manfaat Promosi
Enfagrow A+ .................................................................................. 98
Tabel 4.17 Tanggapan Responden Mengenai Taktik Harga
Yang Ditetapkan Perusahaan ......................................................... 99
Tabel 4.18 Rekapitulasi Tanggapan Responden Mengenai
Customer Relationship Management ............................................... 100
Tabel 4.19 Tanggapan Responden Mengenai
Repeat Purchase Patterns ................................................................ 103
Azrin Dhaniar Aprilia, 2012
Pengaruh Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan Susu Anak
Enfagrow A+
Universitas Pendidikan Indonesia | repository.upi.edu
Tabel 4.20 Tanggapan Responden Mengenai Mereferensikan
Enfagrow A+ Kepada Orang Lain ................................................. 105
Tabel 4.21 Tanggapan Responden Mengenai Membayar
dengan Harga Premium .................................................................. 106
Tabel 4.22 Rekapitulasi Tanggapan Responden
Tentang Loyalitas Pelanggan ......................................................... 108
Azrin Dhaniar Aprilia, 2012
Pengaruh Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan Susu Anak
Enfagrow A+
Universitas Pendidikan Indonesia | repository.upi.edu
DAFTAR GAMBAR
Gambar 1.1 Perkembangan Otak Anak ............................................................. 2
Gambar 1.2 Loyalitas Pelanggan Susu Bubuk Enfagrow A+
di Sukajadi ..................................................................................... 9
Gambar 2.1 Dimensi Pemasaran Holistik .......................................................... 16
Gambar 2.2 Proses Customer Relationship Management ................................. 23
Gambar 2.3 Tingkat Kepuasan Pelanggan ......................................................... 34
Gambar 2.4 The Wheel of Loyalty ..................................................................... 37
Gambar 2.5 Kerangka Pemikiran Pengaruh CRM Terhadap
Loyalitas Pelanggan ....................................................................... 44
Gambar 2.6 Paradigma Penelitian ..................................................................... 45
Gambar 4.1 Hasil Kontinum Customer Relationship Management .................. 102
Gambar 4.2 Hasil Kontinum Loyalitas Pelanggan ............................................ 110
Azrin Dhaniar Aprilia, 2012
Pengaruh Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan Susu Anak
Enfagrow A+
Universitas Pendidikan Indonesia | repository.upi.edu
DAFTAR LAMPIRAN
Lampiran 1
Kuesioner Penelitian
Lampiran 2Uji Validitas dan Reliabilitas Manual
Lampiran 3
Output Uji Validitas dan Reliabilitas Menggunakan SPSS
17.0 For Windows
Lampiran 4
Data Interval Variabel Customer Relationship
Management dan Loyalitas Pelanggan
Lampiran 5
Uji Regresi dan Korelasi Manual
Lampiran 6
Output Hasil Uji Regresi dan Korelasi Menggunakan SPSS
17.0 For Windows
Lampiran 7
Riwayat Hidup Penulis
Azrin Dhaniar Aprilia, 2012
Pengaruh Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan Susu Anak
Enfagrow A+
Universitas Pendidikan Indonesia | repository.upi.edu