ANALISIS CUSTOMER RELATIONSHIP MANAGEMENT PADA KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (Studi Kasus: PT. Tiki Jalur Nugraha Ekakurir (JNE) Cabang Cilacap)

This study aims to determine whether there is an influence of service quality on customer satisfaction and loyalty, whether there is an influence of CRM on customer satisfaction and loyalty, and produce CRM information system recommendations to measure customer satisfaction in JNE Cilacap Branch. In this study the dimensions of service quality used include tangibles, reliability, responsiveness, assurance, and empathy. This research is a quantitative study using survey methods. The population in this study is customers who live in Cilacap and have used services at the JNE Cilacap Branch. The sampling technique uses purposive sampling method with a sample size of 100 respondents. Data collection techniques using a questionnaire that has been tested for validity and reliability. Data analysis technique used to answer hypotheses is to use path analysis with the help of multiple regression analysis. The results of the study by looking at the results of the F Test show that the direct tangibles, reliability, responsiveness, assurance, and empathy significantly influence customer satisfaction and loyalty.