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Analisis kinerja management terkait customer relationship pada perusahaan jasa : Studi kasus pada hotel Wida

Machmudin Eka Prasetya (Pembimbing/Promotor) - ; Hudiaratama - ;

This study discusses the application of customer relationship management at the hotel services company. Rapid developments in the world of tourism requires the application of a good relationship with customers. Good customer relationships must be supported by strategic management and human resources comprehensively. In the early stages of the company?s strategic management will be analyzed using SWOT, Porter?s Five Forces Model and value chain analysis pioneered by Porter. After that the performance of strategic management will be analyzed using the balance scorecard which is divided into four perspectives: financial, customer, internal business process, and learning and growth. Afterwards will analyze customer relationship management related to marketing, customer service and customer loyalty. The analysis in this study is tested by indepth descriptive case study method at Hotel Wida. The result of this study will produce a recommendation to the Hotel Wida on the implementation of customer relationship management based on the need to take advantage of strategic management effectively and efficiently.Ada tabel


Ketersediaan

Call NumberLocationAvailable
8056PSB lt.2 - Karya Akhir1
PenerbitDepok: Program Studi Akuntansi Fakultas Ekonomi Universitas Indonesia 2012
Edisi-
SubjekConsumer satisfaction
Service industry
Consumer loyalty
Hotels
Consumer relatioship
ISBN/ISSN-
Klasifikasi-
Deskripsi Fisikxv, 110 p. ; 30 cm.
Info Detail Spesifik-
Other Version/RelatedTidak tersedia versi lain
Lampiran BerkasTidak Ada Data

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