Personal Selling, Service Quality Dan Customer Relationship Management Terhadap Kepuasan Pengguna Jasa CV Bunga Wisata Malang

Abstract

In millennial times, tourism is now one of the trends that is followed by many people, both national and international. In line with the travel trend, there are now many tourism service agents who have established tour and travel agencies such as Tour and Travel, which are ready to serve the needs of tourists with a variety of tourist promos on offer. The problem of this study is whether there is a significant influence on Personal Selling, Service Quality and Customer Relationship Management variables on CV Bunga Wisata Malang User Satisfaction both partially and simultaneously. The research method consists of: The object of this research is the service users of Tour and Travel CV Bunga Wisata Malang. The population of this study were 100 service users of CV Bunga Wisata Malang and the sample used was 60 respondents. The sampling technique uses simple random sampling. The analysis technique used in this study is multiple linear regression analysis. The results showed that there was a significant effect on the variables of Personal Selling, Service Quality and Customer Relationship Management on the User Satisfaction of CV Bunga Wisata Malang both partially and simultaneously. The conclusion of the study is the variable Personal Selling, Service Quality and Customer Relationship Management show a significant influence on user satisfaction because the company's strategy in implementing Personal Selling, Service Quality and Customer Relationship Management runs optimally as planned.