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Hubungan Antara Penerapan Customer Relationship Management (CRM) Dengan Kepuasan Pelayanan Terhadap Pemustaka.

ABSTRACT

The purpose of this study is to understanding the correlation between Customer
Relationship Management (CRM)applicationwith visitor satisfaction to
Perpustakaan Daerah Provinsi Sumatera Barat (Public Library of West Sumatera
Government) services.This study used correlation method. The population of this
study was visitors at Perpustakaan Daerah Provinsi Sumatera Barat in January
2015.This study used simple random technical sampling with probability as
sampling design for 88 samples (n = 88).The result of this study showed CRM
application in some sectors: facility, collection, service, librarian manner, and
code of conduct in library to visitor satisfaction in Perpustakaan Daerah Provinsi
Sumatera Barat had low correlation. The result of study explained there was a
significant correlation between CRM application and visitor satisfaction to
library service in Perpustakaan Daerah Provinsi Sumatera Barat.
Keywords:

correlation,

public

iv


library,

CRM,

satisfaction

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