Proceedings of the 1st Padjadjaran Communication Conference Series, PCCS 2019, 9 October 2019, Bandung, West Java, Indonesia

Research Article

Perception of Domestic Garuda Frequent Flyer Cardholders Toward Customer Relationship Management at PT. Garuda Indonesia Denpasar

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  • @INPROCEEDINGS{10.4108/eai.9-10-2019.2291145,
        author={Putu Ayu Aryasih and Made  Darmiati and M. Tanggap Sasmita},
        title={Perception of Domestic Garuda Frequent Flyer Cardholders Toward Customer Relationship Management at PT. Garuda Indonesia Denpasar},
        proceedings={Proceedings of the 1st Padjadjaran Communication Conference Series, PCCS 2019, 9 October 2019, Bandung, West Java, Indonesia},
        publisher={EAI},
        proceedings_a={PCCS},
        year={2020},
        month={1},
        keywords={customer relationship management customer perception likert scale},
        doi={10.4108/eai.9-10-2019.2291145}
    }
    
  • Putu Ayu Aryasih
    Made Darmiati
    M. Tanggap Sasmita
    Year: 2020
    Perception of Domestic Garuda Frequent Flyer Cardholders Toward Customer Relationship Management at PT. Garuda Indonesia Denpasar
    PCCS
    EAI
    DOI: 10.4108/eai.9-10-2019.2291145
Putu Ayu Aryasih1,*, Made Darmiati1, M. Tanggap Sasmita1
  • 1: Sekolah Tinggi Pariwisata Nusa Dua Bali, Jl. Dharmawangsa, Benoa, Kec. Kuta Sel., Kabupaten Badung, Bali, Indonesia
*Contact email: aryasih.ayu@gmail.com

Abstract

Customer Relationship Management is a management strategy approach in an effort to create, develop, and realize mutually beneficial relationships with customers in the long term, especially to potential customers, in an effort to maximize customer value and customer profitability. Customer Relationship Management concentrates on three main things: Acquire, Enhance, and Retain. This study discusses Garuda's Frequent Flyer of cardholders toward customer relationship management at PT. Garuda Indonesia Denpasar. Respondents are the population in GFF registered at the company, which are 100 respondents. Using likert scale, each variable is performed and then the average score for each question will be calculated.