Electronic Theses and Dissertation

Abstrak abstrak tesis diserahkan kepada panitia komisi ujian untuk mendapatkan gelar magister manajemen pada fakultas ekonomi dan bisnis universitas syiah kuala analisis pengaruh customer relationship management, kualitas layanan, dan inovasi teknologi terhadap kinerja pemasaran pt pln (persero) uid aceh dengan kepuasan pelanggan sebagai variabel mediasi oleh fajar ramadhana nim: 2401202010006 konsentrasi : manajemen pemasaran penelitian ini bertujuan untuk menguji pengaruh pengaruh customer relationship management, kualitas layanan, dan inovasi teknologi terhadap kinerja pemasaran dengan kepuasan pelanggan sebagai variabel mediasi. populasi pada penelitian ini adalah seluruh pelanggan pt pln uid aceh. sampel pada penelitian ini adalh 230 yang diperoleh dari perkalian jumlah indikator yaitu 23 dengan 10. analisis data dalam penelitian ini menggunakan metode structural equation modelling (sem). hasil penelitian menunjukkan bahwa customer relationship management, kualitas layanan, inovasi teknologi, kepuasan pelanggan, dan kinerja pemasaran pada pt pln (persero) uid aceh sudah baik. customer relationship management, kualitas layanan, dan inovasi teknologi berpengaruh terhadap kepuasan pelanggan. customer relationship management, kualitas layanan, dan kepuasan pelanggan berpengaruh terhadap kinerja pemasaran. sedangkan inovasi teknologi tidak berpengaruh terhadap kinerja pemasaran. selanjutnya, kepuasan pelanggan memediasi pengaruh customer relationship management, kualitas layanan dan inovasi teknologi terhadap kinerja pemasaran. kata kunci: customer relationship management, kualitas layanan, inovasi teknologi, kepuasan pelanggan, kinerja pemasaran

ABSTRACT Abstract of Thesis Submitted to The Examination Committe in partial fulfilment of the requirements for the degree of Master of Management on Economis and Business Faculty of Syiah Kuala University. ANALYSIS OF THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT, SERVICE QUALITY, AND TECHNOLOGICAL INNOVATION ON MARKETING PERFORMANCE AT PT PLN (PERSERO) UID ACEH WITH CUSTOMER SATISFACTION AS A MEDIATING VARIABLE By FAJAR RAMADHANA NIM: 2401202010006 This study aims to examine the effects of Customer Relationship Management, Service Quality, and Technological Innovation on Marketing Performance, with Customer Satisfaction as a mediating variable. The population of this study consists of all customers of PT PLN (Persero) UID Aceh. The sample size was 230 respondents, obtained by multiplying the number of indicators (23) by 10. Data analysis in this study employed the Structural Equation Modeling (SEM) method. The results indicate that Customer Relationship Management, Service Quality, Technological Innovation, Customer Satisfaction, and Marketing Performance at PT PLN (Persero) UID Aceh are in good condition. Customer Relationship Management, Service Quality, and Technological Innovation have a significant effect on Customer Satisfaction. Furthermore, Customer Relationship Management, Service Quality, and Customer Satisfaction significantly influence Marketing Performance, while Technological Innovation does not have a significant effect on Marketing Performance. Additionally, Customer Satisfaction mediates the effects of Customer Relationship Management, Service Quality, and Technological Innovation on Marketing Performance. Keywords: Customer Relationship Management, Service Quality, Technological Innovation, Customer Satisfaction, Marketing Performance