S PEM 0906729 Table of content
DAFTAR ISI
ABSTRAK……………………………………………………………………........
i
ABSTRACT..............................................................................................................
ii
KATA PENGANTAR……………………………………………………………..
iii
DAFTAR ISI….……………………………………………………………………
vii
DAFTAR TABEL……………………………….………………………………...
x
DAFTAR GAMBAR………………………………………………………………
xiii
BAB I PENDAHULUAN
1.1 Latar Belakang Penelitian……………………………………......................
1
1.2 Identifikasi dan Rumusan Masalah………………......................................
15
1.3 Tujuan Penelitian………………………………………………………….
16
1.4 Kegunaan Penelitian………………………………………………………..
16
BAB II KAJIAN PUSTAKA KERANGKA PEMIKIRAN DAN HIPOTESIS
2.1 Kajian Pustaka……………………………………………………………...
18
2.1.1 Konsep Transactional Marketing dan Relationship Marketing ............
18
2.1.2 Customer Relationship Management (CRM) .......................................
21
2.1.2.1 Konsep Customer Relationship Management (CRM) ...............
21
2.1.2.2 Proses Customer Relationship Management ............................
25
2.1.2.3 Kondisi Pendukung Program Customer Relationship
Management ..............................................................................
27
2.1.2.4 Program Customer Relationship Management ..........................
29
2.1.3 Customer Dependency .........................................................................
33
2.1.3.1 Customer Value .........................................................................
35
2.1.3.2 Penciptaan Customer Value Menuju Customer Loyalty .............
37
2.1.3.3 Penciptaan Customer Loyalty Menuju Customer Dependency .
39
2.1.4 Pengaruh Customer Relationship Management Terhadap Customer
Dependency ...........................................................................................
40
2.1.5 Resume Hasil Penelitian Terdahulu ......................................................
41
2.2 Kerangka Pemikiran ..................................................................................
42
2.3 Hipotesis ....................................................................................................
45
Gemma Sallam Graesita, 2014
Pengaruh Program Customer Relationship Management Terhadap Customer Depedency
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
BAB III METODOLOGI PENELITIAN
3.1 Objek Penelitian……………………………………………………………
46
3.2 Metode dan Desain Penelitian………………………………......................
47
3.2.1 Metode Penelitian………………………………………………………
47
3.2.2 Desain Penelitian……………………………………………………….
47
3.3 Operasionalisasi Variabel…………………………………………………..
48
3.4 Sumber dan Cara Penentuan Data / Informasi ..............................................
52
3.5 Teknik Pengumpulan data.............................................................................
53
3.6 Populasi, Sampel dan Teknik Penarikan sampel.....................…..................
54
3.6.1 Populasi...................................................................................................
54
3.6.2 Sampel.................................................………………………………...
55
3.6.3 Teknik Penarikan Sampel......................................................................
56
3.7 Rancangan Analisis Data dan Hipotesis.......................................................
57
3.7.1 Rancangan Analisis Data........................................................................
57
3.7.2 Pengujian Validitas dan Reliabilitas.......................................................
58
3.7.2.1 Pengujian Validitas......................................................................
58
3.7.2.2 Pengujian Reliabilitas..................................................................
61
3.7.3 Teknik Analisis Data..............................................................................
63
3.7.4 Rancangan Uji Hipotesis........................................................................
66
BAB IV HASIL PENELITIAN DAN PEMBAHASAN
4.1 Hasil Penelitian……………………………………………………………...
68
4.1.1 Gambaran Umum Objek Penelitian……………………………………
68
4.1.1.1 Wawancara Manajemen Ace Hardware Istana Plaza Bandung ..
69
4.1.1.2 Visi dan Misi Ace Hardware .....................................................
70
4.1.1.3 Program Customer Relationship Management Ace Hardware ...
70
4.1.2 Karakteristik dan Pengalaman Responden ..…………………………..
72
4.1.3 Gambaran Variabel Penelitian ...........…………………………………
82
4.1.3.1 Gambaran Program Customer Relationship Management …......
83
4.1.3.2 Rekapitulasi Hasil Penelitian Variabel Program Customer
Relationship Management ..........................................................
94
4.1.3.3 Gambaran Variabel Customer Dependency…….................…...
97
4.1.3.4 Rekapitulasi Hasil Penelitian Variabel Customer Dependency...
102
Gemma Sallam Graesita, 2014
Pengaruh Program Customer Relationship Management Terhadap Customer Depedency
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
4.1.4 Hasil Pengujian Statistik………………………………………………
105
4.1.4.1 Koefisien Korelasi…………….....……………………………...
105
4.1.4.2 Analisis Regresi Linier Sederhana……………………………...
107
4.2 Pembahasan Hasil Penelitian………………………………………………..
110
4.2.1 Pembahasan Mengenai Customer Relationship Management................
110
4.2.2 Pembahasan Mengenai Customer Dependency......................................
111
4.2.3 Pembahasan Pengaruh Program Customer Relationship Management
Terhadap Customer Dependency ........................................................
112
BAB V KESIMPULAN DAN SARAN
5.1 Kesimpulan………………………………………………………………….
114
5.2 Saran………………………………………………………………………...
115
DAFTAR PUSTAKA
LAMPIRAN-LAMPIRAN
Gemma Sallam Graesita, 2014
Pengaruh Program Customer Relationship Management Terhadap Customer Depedency
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Gemma Sallam Graesita, 2014
Pengaruh Program Customer Relationship Management Terhadap Customer Depedency
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
DAFTAR TABEL
Tabel 1.1 Volume Penjualan Ace Hardware (PT. Ace Hardware
Indonesia, Tbk) Tahun 2009-2012 .......................................................
8
Tabel 1.2 Jumlah Anggota Membership Ace Rewards di Store
Ace Hardware Istana Plaza Bandung 2010-2012 ................................
10
Tabel 2.1 Perubahan Fokus Pemasaran Transactional Marketing dengan
Relationship Marketing ........................................................................
19
Tabel 2.2 Definisi Customer Relationship Management ......................................
22
Tabel 2.3 Empat Jenis Customer Relationship Management ................................
23
Tabel 2.4 Bentuk-bentuk CRM Operasional .........................................................
24
Tabel 2.5 Program Customer Relationship Management .....................................
30
Tabel 2.6 Perbedaan One to One Marketing dengan Traditonal Marketing ........
31
Tabel 2.7 Penelitian Terdahulu ............................................................................
41
Tabel 3.1 Operasionalisasi Variabel ....................................................................
49
Tabel 3.2 Jenis dan Sumber Data ........................................................................
53
Tabel 3.3 Jumlah Anggota Membership Ace Rewards di Store
Ace Hardware Istana Plaza Bandung 2010-2012 ...............................
Tabel 3.4 Skoring Kuesioner Skala Lima .............................................................
55
58
Tabel 3.5 Hasil Pengujian Validitas Program Customer Relationship
Management ..........................................................................................
60
Tabel 3.6 Hasil Pengujian Validitas Customer Dependency ................................
61
Tabel 3.7 Hasil Pengujian Reliabilitas Program Customer Relationship
Management dan Customer Dependency .............................................
63
Tabel 4.1 Karakteristik Responden Berdasarkan Jenis Kelamin ..........................
73
Tabel 4.2 Karakteristik Responden Berdasarkan Usia .........................................
74
Tabel 4.3 Karakteristik Responden Berdasarkan Pekerjaan .................................
75
Tabel 4.4 Karakteristik Responden Berdasarkan Penghasilan .............................
76
Tabel 4.5 Pengalaman Responden Berdasarkan Media Mengetahui Store Ace
Hardware .............................................................................................
77
Tabel 4.6 Pengalaman Responden Berdasarkan Lamanya Menjadi Member
Kartu Ace Rewards ...............................................................................
Gemma Sallam Graesita, 2014
Pengaruh Program Customer Relationship Management Terhadap Customer Depedency
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
78
Tabel 4.7 Pengalaman Responden Berdasarkan Frekuensi Berbelanja Per Bulan
80
Tabel 4.8 Pengalaman Responden Berdasarkan Ritel yang Dikunjungi Selain
Ace Hardware ......................................................................................
81
Tabel 4.9 Tanggapan Responden Mengenai Indikator Diskon di Ace Hardware...
83
Tabel 4.10 Tanggapan Responden Mengenai Indikator Pemberian Point atas
Reward Berbelanja di Ace Hardware .................................................
84
Tabel 4.11 Tanggapan Responden Mengenai Indikator Pemberian Voucher di
Ace Hardware ....................................................................................
86
Tabel 4.12 Tanggapan Responden Mengenai Pelaksanaan Member Gathering di
Ace Hardware .....................................................................................
87
Tabel 4.13 Tanggapan Responden Mengenai Keramahan dalam Memberikan
Pelayanan Kepada Pelanggan .............................................................
88
Tabel 4.14 Tanggapan Responden Mengenai Penanganan Keluhan Pelanggan ....
89
Tabel 4.15 Tanggapan Responden Mengenai Kecepatan dan Ketepatan Dalam
Memberikan Pelayanan Kepada Pelanggan .........................................
90
Tabel 4.16 Tanggapan Responden Mengenai Manfaat yang Dirasakan dengan
Adanya Kerja Sama Merchant ............................................................
91
Tabel 4.17 Tanggapan Responden Mengenai Kemudahan Dalam Menggunakan
Manfaat dari Kerja Sama Merchant .....................................................
93
Tabel 4.18 Tanggapan Responden Mengenai Keinginan dalam Menggunakan
Manfaat dari Kerja Sama Merchant .....................................................
94
Tabel 4.19 Rekapitulasi Tanggapan Responden Mengenai Program Customer
Relationship Management ..................................................................
95
Tabel 4.20 Tanggapan Responden Mengenai Adanya Komunikasi Dua Arah
Antara Pelanggan dan Store Ace Hardware .........................................
98
Tabel 4.21 Tanggapan Responden Mengenai Adanya Kedekatan Pelanggan
Dengan Store Ace Hardware .............................................................
99
Tabel 4.22 Tanggapan Responden Mengenai Adanya Hubungan Timbal Balik
Antara Pelanggan dengan Store Ace Hardware .................................
100
Tabel 4.23 Tanggapan Responden Mengenai Adanya Hubungan yang Saling
Menguntungkan Antara Pelanggan dengan Store Ace Hardware ......
101
Tabel 4.24 Rekapitulasi Tanggapan Responden Mengenai Customer
Gemma Sallam Graesita, 2014
Pengaruh Program Customer Relationship Management Terhadap Customer Depedency
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Dependency .........................................................................................
102
Tabel 4.25 Correlations ........................................................................................
105
Tabel 4.26 Interpretasi Nilai r ...............................................................................
106
Tabel 4.27 Model Summary .................................................................................
107
Tabel 4.28 Output ANOVA .................................................................................
107
Tabel 4.29 Output Persamaan Regresi ..................................................................
108
Gemma Sallam Graesita, 2014
Pengaruh Program Customer Relationship Management Terhadap Customer Depedency
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
DAFTAR GAMBAR
Gambar 1.1 Grafik Pertumbuhan Omzet Ritel Modern Nasional .......................
2
Gambar 1.2 Analisis Perkembangan Ritel Modern Kategori Hypermarket
Berdasarkan Perilaku Switching Konsumen ..................................
4
Gambar 1.3 Analisis Perkembangan Ritel Modern Kategori Supermarket
Berdasarkan Perilaku Switching Konsumen .................................
5
Gambar 1.4 Analisis Perkembangan Ritel Modern Kategori Minimarket
Berdasarkan Peilaku Switching Konsumen ....................................
5
Gambar 1.5 Grafik Pertumbuhan Jumlah Member Ace Rewards di Ace
Hardware Istana Plaza Bandung ....................................................
11
Gambar 1.6 Gambaran Kegiatan Belanja Pelanggan Ace Hardware .................
12
Gambar 1.7 Gambaran Kepemilikan Member Ace Rewards ..............................
13
Gambar 2.1 Perkembangan Traditional Marketing Menuju CRM ......................
21
Gambar 2.2 Proses Customer Relationship Management (CRM) ......................
26
Gambar 2.3 Customer Relationship Management (CRM) Value Chain .............
28
Gambar 2.4 Tahapan Penciptaan Customer Value Menuju Customer Loyalty ...
38
Gambar 2.5 Kerangka Pemikian ........................................................................
44
Gambar 2.6 Paradigma Penelitian ......................................................................
45
Gambar 4.1 Hasil Kontinum Program Customer Relationship Management .....
94
Gambar 4.2 Hasil Kontinum Customer Dependency .......................................
102
Gemma Sallam Graesita, 2014
Pengaruh Program Customer Relationship Management Terhadap Customer Depedency
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
ABSTRAK……………………………………………………………………........
i
ABSTRACT..............................................................................................................
ii
KATA PENGANTAR……………………………………………………………..
iii
DAFTAR ISI….……………………………………………………………………
vii
DAFTAR TABEL……………………………….………………………………...
x
DAFTAR GAMBAR………………………………………………………………
xiii
BAB I PENDAHULUAN
1.1 Latar Belakang Penelitian……………………………………......................
1
1.2 Identifikasi dan Rumusan Masalah………………......................................
15
1.3 Tujuan Penelitian………………………………………………………….
16
1.4 Kegunaan Penelitian………………………………………………………..
16
BAB II KAJIAN PUSTAKA KERANGKA PEMIKIRAN DAN HIPOTESIS
2.1 Kajian Pustaka……………………………………………………………...
18
2.1.1 Konsep Transactional Marketing dan Relationship Marketing ............
18
2.1.2 Customer Relationship Management (CRM) .......................................
21
2.1.2.1 Konsep Customer Relationship Management (CRM) ...............
21
2.1.2.2 Proses Customer Relationship Management ............................
25
2.1.2.3 Kondisi Pendukung Program Customer Relationship
Management ..............................................................................
27
2.1.2.4 Program Customer Relationship Management ..........................
29
2.1.3 Customer Dependency .........................................................................
33
2.1.3.1 Customer Value .........................................................................
35
2.1.3.2 Penciptaan Customer Value Menuju Customer Loyalty .............
37
2.1.3.3 Penciptaan Customer Loyalty Menuju Customer Dependency .
39
2.1.4 Pengaruh Customer Relationship Management Terhadap Customer
Dependency ...........................................................................................
40
2.1.5 Resume Hasil Penelitian Terdahulu ......................................................
41
2.2 Kerangka Pemikiran ..................................................................................
42
2.3 Hipotesis ....................................................................................................
45
Gemma Sallam Graesita, 2014
Pengaruh Program Customer Relationship Management Terhadap Customer Depedency
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
BAB III METODOLOGI PENELITIAN
3.1 Objek Penelitian……………………………………………………………
46
3.2 Metode dan Desain Penelitian………………………………......................
47
3.2.1 Metode Penelitian………………………………………………………
47
3.2.2 Desain Penelitian……………………………………………………….
47
3.3 Operasionalisasi Variabel…………………………………………………..
48
3.4 Sumber dan Cara Penentuan Data / Informasi ..............................................
52
3.5 Teknik Pengumpulan data.............................................................................
53
3.6 Populasi, Sampel dan Teknik Penarikan sampel.....................…..................
54
3.6.1 Populasi...................................................................................................
54
3.6.2 Sampel.................................................………………………………...
55
3.6.3 Teknik Penarikan Sampel......................................................................
56
3.7 Rancangan Analisis Data dan Hipotesis.......................................................
57
3.7.1 Rancangan Analisis Data........................................................................
57
3.7.2 Pengujian Validitas dan Reliabilitas.......................................................
58
3.7.2.1 Pengujian Validitas......................................................................
58
3.7.2.2 Pengujian Reliabilitas..................................................................
61
3.7.3 Teknik Analisis Data..............................................................................
63
3.7.4 Rancangan Uji Hipotesis........................................................................
66
BAB IV HASIL PENELITIAN DAN PEMBAHASAN
4.1 Hasil Penelitian……………………………………………………………...
68
4.1.1 Gambaran Umum Objek Penelitian……………………………………
68
4.1.1.1 Wawancara Manajemen Ace Hardware Istana Plaza Bandung ..
69
4.1.1.2 Visi dan Misi Ace Hardware .....................................................
70
4.1.1.3 Program Customer Relationship Management Ace Hardware ...
70
4.1.2 Karakteristik dan Pengalaman Responden ..…………………………..
72
4.1.3 Gambaran Variabel Penelitian ...........…………………………………
82
4.1.3.1 Gambaran Program Customer Relationship Management …......
83
4.1.3.2 Rekapitulasi Hasil Penelitian Variabel Program Customer
Relationship Management ..........................................................
94
4.1.3.3 Gambaran Variabel Customer Dependency…….................…...
97
4.1.3.4 Rekapitulasi Hasil Penelitian Variabel Customer Dependency...
102
Gemma Sallam Graesita, 2014
Pengaruh Program Customer Relationship Management Terhadap Customer Depedency
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
4.1.4 Hasil Pengujian Statistik………………………………………………
105
4.1.4.1 Koefisien Korelasi…………….....……………………………...
105
4.1.4.2 Analisis Regresi Linier Sederhana……………………………...
107
4.2 Pembahasan Hasil Penelitian………………………………………………..
110
4.2.1 Pembahasan Mengenai Customer Relationship Management................
110
4.2.2 Pembahasan Mengenai Customer Dependency......................................
111
4.2.3 Pembahasan Pengaruh Program Customer Relationship Management
Terhadap Customer Dependency ........................................................
112
BAB V KESIMPULAN DAN SARAN
5.1 Kesimpulan………………………………………………………………….
114
5.2 Saran………………………………………………………………………...
115
DAFTAR PUSTAKA
LAMPIRAN-LAMPIRAN
Gemma Sallam Graesita, 2014
Pengaruh Program Customer Relationship Management Terhadap Customer Depedency
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Gemma Sallam Graesita, 2014
Pengaruh Program Customer Relationship Management Terhadap Customer Depedency
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
DAFTAR TABEL
Tabel 1.1 Volume Penjualan Ace Hardware (PT. Ace Hardware
Indonesia, Tbk) Tahun 2009-2012 .......................................................
8
Tabel 1.2 Jumlah Anggota Membership Ace Rewards di Store
Ace Hardware Istana Plaza Bandung 2010-2012 ................................
10
Tabel 2.1 Perubahan Fokus Pemasaran Transactional Marketing dengan
Relationship Marketing ........................................................................
19
Tabel 2.2 Definisi Customer Relationship Management ......................................
22
Tabel 2.3 Empat Jenis Customer Relationship Management ................................
23
Tabel 2.4 Bentuk-bentuk CRM Operasional .........................................................
24
Tabel 2.5 Program Customer Relationship Management .....................................
30
Tabel 2.6 Perbedaan One to One Marketing dengan Traditonal Marketing ........
31
Tabel 2.7 Penelitian Terdahulu ............................................................................
41
Tabel 3.1 Operasionalisasi Variabel ....................................................................
49
Tabel 3.2 Jenis dan Sumber Data ........................................................................
53
Tabel 3.3 Jumlah Anggota Membership Ace Rewards di Store
Ace Hardware Istana Plaza Bandung 2010-2012 ...............................
Tabel 3.4 Skoring Kuesioner Skala Lima .............................................................
55
58
Tabel 3.5 Hasil Pengujian Validitas Program Customer Relationship
Management ..........................................................................................
60
Tabel 3.6 Hasil Pengujian Validitas Customer Dependency ................................
61
Tabel 3.7 Hasil Pengujian Reliabilitas Program Customer Relationship
Management dan Customer Dependency .............................................
63
Tabel 4.1 Karakteristik Responden Berdasarkan Jenis Kelamin ..........................
73
Tabel 4.2 Karakteristik Responden Berdasarkan Usia .........................................
74
Tabel 4.3 Karakteristik Responden Berdasarkan Pekerjaan .................................
75
Tabel 4.4 Karakteristik Responden Berdasarkan Penghasilan .............................
76
Tabel 4.5 Pengalaman Responden Berdasarkan Media Mengetahui Store Ace
Hardware .............................................................................................
77
Tabel 4.6 Pengalaman Responden Berdasarkan Lamanya Menjadi Member
Kartu Ace Rewards ...............................................................................
Gemma Sallam Graesita, 2014
Pengaruh Program Customer Relationship Management Terhadap Customer Depedency
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
78
Tabel 4.7 Pengalaman Responden Berdasarkan Frekuensi Berbelanja Per Bulan
80
Tabel 4.8 Pengalaman Responden Berdasarkan Ritel yang Dikunjungi Selain
Ace Hardware ......................................................................................
81
Tabel 4.9 Tanggapan Responden Mengenai Indikator Diskon di Ace Hardware...
83
Tabel 4.10 Tanggapan Responden Mengenai Indikator Pemberian Point atas
Reward Berbelanja di Ace Hardware .................................................
84
Tabel 4.11 Tanggapan Responden Mengenai Indikator Pemberian Voucher di
Ace Hardware ....................................................................................
86
Tabel 4.12 Tanggapan Responden Mengenai Pelaksanaan Member Gathering di
Ace Hardware .....................................................................................
87
Tabel 4.13 Tanggapan Responden Mengenai Keramahan dalam Memberikan
Pelayanan Kepada Pelanggan .............................................................
88
Tabel 4.14 Tanggapan Responden Mengenai Penanganan Keluhan Pelanggan ....
89
Tabel 4.15 Tanggapan Responden Mengenai Kecepatan dan Ketepatan Dalam
Memberikan Pelayanan Kepada Pelanggan .........................................
90
Tabel 4.16 Tanggapan Responden Mengenai Manfaat yang Dirasakan dengan
Adanya Kerja Sama Merchant ............................................................
91
Tabel 4.17 Tanggapan Responden Mengenai Kemudahan Dalam Menggunakan
Manfaat dari Kerja Sama Merchant .....................................................
93
Tabel 4.18 Tanggapan Responden Mengenai Keinginan dalam Menggunakan
Manfaat dari Kerja Sama Merchant .....................................................
94
Tabel 4.19 Rekapitulasi Tanggapan Responden Mengenai Program Customer
Relationship Management ..................................................................
95
Tabel 4.20 Tanggapan Responden Mengenai Adanya Komunikasi Dua Arah
Antara Pelanggan dan Store Ace Hardware .........................................
98
Tabel 4.21 Tanggapan Responden Mengenai Adanya Kedekatan Pelanggan
Dengan Store Ace Hardware .............................................................
99
Tabel 4.22 Tanggapan Responden Mengenai Adanya Hubungan Timbal Balik
Antara Pelanggan dengan Store Ace Hardware .................................
100
Tabel 4.23 Tanggapan Responden Mengenai Adanya Hubungan yang Saling
Menguntungkan Antara Pelanggan dengan Store Ace Hardware ......
101
Tabel 4.24 Rekapitulasi Tanggapan Responden Mengenai Customer
Gemma Sallam Graesita, 2014
Pengaruh Program Customer Relationship Management Terhadap Customer Depedency
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Dependency .........................................................................................
102
Tabel 4.25 Correlations ........................................................................................
105
Tabel 4.26 Interpretasi Nilai r ...............................................................................
106
Tabel 4.27 Model Summary .................................................................................
107
Tabel 4.28 Output ANOVA .................................................................................
107
Tabel 4.29 Output Persamaan Regresi ..................................................................
108
Gemma Sallam Graesita, 2014
Pengaruh Program Customer Relationship Management Terhadap Customer Depedency
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
DAFTAR GAMBAR
Gambar 1.1 Grafik Pertumbuhan Omzet Ritel Modern Nasional .......................
2
Gambar 1.2 Analisis Perkembangan Ritel Modern Kategori Hypermarket
Berdasarkan Perilaku Switching Konsumen ..................................
4
Gambar 1.3 Analisis Perkembangan Ritel Modern Kategori Supermarket
Berdasarkan Perilaku Switching Konsumen .................................
5
Gambar 1.4 Analisis Perkembangan Ritel Modern Kategori Minimarket
Berdasarkan Peilaku Switching Konsumen ....................................
5
Gambar 1.5 Grafik Pertumbuhan Jumlah Member Ace Rewards di Ace
Hardware Istana Plaza Bandung ....................................................
11
Gambar 1.6 Gambaran Kegiatan Belanja Pelanggan Ace Hardware .................
12
Gambar 1.7 Gambaran Kepemilikan Member Ace Rewards ..............................
13
Gambar 2.1 Perkembangan Traditional Marketing Menuju CRM ......................
21
Gambar 2.2 Proses Customer Relationship Management (CRM) ......................
26
Gambar 2.3 Customer Relationship Management (CRM) Value Chain .............
28
Gambar 2.4 Tahapan Penciptaan Customer Value Menuju Customer Loyalty ...
38
Gambar 2.5 Kerangka Pemikian ........................................................................
44
Gambar 2.6 Paradigma Penelitian ......................................................................
45
Gambar 4.1 Hasil Kontinum Program Customer Relationship Management .....
94
Gambar 4.2 Hasil Kontinum Customer Dependency .......................................
102
Gemma Sallam Graesita, 2014
Pengaruh Program Customer Relationship Management Terhadap Customer Depedency
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu