Measuring Customer Satisfaction Using CRM Scorecard in Canteen FASILKOM UNSRI

Abstract

Fasilkom canteen as businesses can compete with other canteens on Sriwijaya University both in relation to gain or maintain customers. Problems faced by fasilkom canteen pertaining to customers can be overcome by Customer Relationship Management (CRM) model. This paper is written with objective of knowing the service has been accepted by students as one of the ultimate. Methods used is CRM Scorecard. That these findings it will give evaluation future for the fasilkom canteen in doing management of customers. The total number of respondents of the questionnaires about 59 people consisting of the students fasilkom 2013–2016. Customer satisfaction to canteen fasilkom worth less, well that needs to be improved concern for seating, courtesy and patience when serve their customers. Other perspective are seller performance 3.59 that is the greatest value of four perspective, 3.35 process, 3.48 customer and 3.26 infrastructure proven it has indicated good value. But must keep improved because of it is near from enough range.