The growing of many big retailer make Hero Supermarket must obtaining its existance in
retail business. Therefore, Hero Supermarket must form CRM (Customer Relationship
Management) in order to increase a new customer, increase profit and maintaining customer, and
pay attention to valuable customer. Data analysis done by searching procentage from many
questions and cartesius diagram. The conclusion, the highest suitable level there are 98,27% of
quality product and the lowest is the price of merchandise, which is 45,35%. Some atribute are
over the customers hope, that is good shopping place image, completeness, the comfortable and
easyness in shopping, and safetyness. There are five most important atribut, that is the price,
quality, completeness, the comfortable and easyness in shopping, and parking space. Those
atribute will determine wether the customer of Hero Supermarket will be loyal or not.
Liawatimena D. S, Amanda M, Handoko and Hendry. (2002). Evaluasi Customer Relationship Management pada Supermarket Hero di Jakarta Timur. The Winners, 3 (2), 112-133.