scholarly journals PENGARUH CUSTOMER ENGAGEMENT TERHADAP KEPUASAN PELANGGAN DAN KEPERCAYAAN MEREK SERTA DAMPAKNYA PADA LOYALITAS MEREK

2015 ◽  
Vol 15 (2) ◽  
pp. 246
Author(s):  
Evi Rahmawati ◽  
San Aji
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Brand Loyalty ◽  
Online Survey ◽  
Positive Influence ◽  
Customer Relationship ◽  
Customer Engagement ◽  
Brand Trust ◽  
Academic Literature ◽  
Survey Approach

ABSTRACT Customer engagement has recently emerged in both academic literature and practitioner discussions as a new prespective in customer relationship management that aims to build brand loyalty. It is encouraged the emergence of new interaction channels, namely social media and the growing popularity of the Internet, which allows the company to interact more intensively with its customers. However, empirical investigations about customer engagement is relatively limited. This study aims to examine the effect of customer engagement on brand loyalty that mediated by customer satisfaction and brand trust on the mobile phone operator services. Researchers used an online survey approach on a sample of 140 customers who become the followers of twitter companyaccount, namely @XL123 . Data were analyzed using path analysis. The results showed that customer engagement influence customer satisfaction and brand trustpositively, but has no effect on brand loyalty. Customer satisfaction has positive influence on brand trust, but has no effect on brand loyalty, and brand trust influence brand loyaltypositively. This study contributes to the literature on customer engagement in the context of mobile telecommunications, with empirical evidence significant influence of customer engagement to customer satisfaction.ABSTRAKSICustomer engagement baru-baru ini muncul dalam literatur akademis dan diskusi praktisi sebagai perspektif baru dalam penerapan customer relationship managementyang bertujuan membangun loyalitas merek. Hal ini didorong munculnya saluran interaksi baru, yaitu media sosial dan semakin populernya internet, yang memungkinkan perusahaan dapat berinteraksi lebih intensif dengan pelanggannya. Namun demikian, penyelidikan empiris tentang customer engagement masih relatif terbatas. Penelitian ini bertujuan menguji pengaruh customer engagement terhadap loyalitas merek yang dimediasi kepuasan pelanggan dan kepercayaan merek pada jasa operator telepon seluler. Peneliti menggunakan pendekatan survei online pada 140 sampel pelanggan yang menjadi followers akun twitter perusahaan, yaitu @XL123. Data dianalisis menggunakan analisis jalur. Hasil penelitian menunjukkan bahwa customer engagement berpengaruh positif terhadap kepuasan pelanggan dan kepercayaan merek, tetapi tidak berpengaruh terhadap loyalitas merek. Kepuasan pelanggan berpengaruh positif terhadap kepercayaan merek, tetapi tidak berpengaruh terhadap loyalitas merek. Kepercayaan merek berpengaruh positif terhadap loyalitas merek. Penelitian ini berkontribusi tentang literatur customer engagement dalam konteks telekomunikasi seluler, dengan pembuktian empiris pengaruh signifikan customer engagement terhadap kepuasan pelanggan.

The Role of Brand Loyalty on CRM Performance

2015 ◽  
pp. 413-446 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Brand Loyalty ◽  
Customer Value ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Performance ◽  
Business Goals ◽  
Positive Effect

This chapter introduces the framework and causal model of customer value, customer satisfaction, brand loyalty, and customer relationship management performance in terms of the innovative manufacturing and marketing solutions. It argues that dimensions of customer value, customer satisfaction, and brand loyalty have mediated positive effect on customer relationship management performance. Furthermore, brand loyalty positively mediates the relationships between customer value and customer relationship management performance and between customer satisfaction and customer relationship management performance. Customer value is positively correlated with customer satisfaction. Understanding the theoretical learning is beneficial for organizations aiming to increase customer relationship management performance and achieve business goals.

scholarly journals Antecedents Brand Trust and Private Universities Reputation

2017 ◽  
Vol 9 (8) ◽  
pp. 76
Author(s):  
Nur Elfi Husda ◽  
Tri Ratnawati ◽  
Amiartuti Kusumaningtyas
Keyword(s):  
Information System ◽  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Customer Value ◽  
Private Universities ◽  
Customer Relationship ◽  
Brand Trust ◽  
Management Information ◽  
Analysis Process ◽  
University Reputation

This study aims to analyze the brand trust and reputation of private universities from the influencing aspects of Management Information System (SIM), service quality (SERVAQUAL), customer response, Customer Relationship Management (CRM), customer value and customer satisfaction toward 360 students Management courses from 4 private universities in Riau Islands province that have used the information system as a service to students by using analytical methods that can provide a simultaneous analysis process associated with multi-variance research. The results of the research showed that SIM and SERVQUAL significantly influence consumer’s response, CRM, customer value and customer satisfaction, but did not affect brand trust and University reputation.

scholarly journals RERANGKAINTEGRASI NILAIPELANGGAN DAN KINERJA MANAJEMEN HUBUNGAN PELANGGAN BERDASARKAN PERSEPSI PELANGGAN KORPORAT

2010 ◽  
Vol 9 (1) ◽  
Author(s):  
Ellen Dwi Cahya ◽  
Siti Rahayu ◽  
Ema Andajani
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Brand Loyalty ◽  
Customer Value ◽  
Relationship Management ◽  
Customer Behavior ◽  
Customer Relationship ◽  
Management Performance ◽  
Behavior Based ◽  
The Impact

This research focuses on the influence of the dimensions of customer value to the customer satisfaction, brand loyalty, and customer behavior-based Customer Relationship Management performance; the influence of customer satisfaction on brand loyalty and customer behavior-based Customer Relationship Management performance; the influence of brand loyalty to customer behavior-based Customer Relationship Management performance. Based on samples taken the corporate customer Hotel Roditha Banjarmasin, then this research shows that customers value that includes emotional value, functional value has a significant impact on customer satisfaction, brand loyalty, and customer behavior-based Customer Relationship Management performance, while the other dimensions of customer value customer perceived sacrifices have no significant impact on customer satisfaction, brand loyalty, but the impact on customer behavior-based Customer Relationship Management performance and social values have a significant impact on customer satisfaction and brand loyalty; customer satisfaction has a significant impact on brand loyalty and customer behavior-based Customer Relationship Management performance ; and brand loyalty has a significant impact on customer behavior-based Customer Relationship Management performance

scholarly journals Study of Influence of Customer Relationship Management on Customer Satisfaction in CV Batik Semarang16

2017 ◽  
Vol 16 (1) ◽  
pp. 57
Author(s):  
Siti Shofiah ◽  
I Made Sukresna ◽  
Sugiono Sugiono
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Product Innovation ◽  
Customer Value ◽  
Structural Equation ◽  
Relationship Management ◽  
Positive Influence ◽  
Customer Relationship ◽  
Equation Modeling

This study aimed to examine the influence of customer relationship management on customer satisfaction, with product innovation  and customer value as mediating variables. The study conducted in Batik Semarang16.The samples were customers of Batik Semarang16, a total of 126 respondents. Structural Equation Modeling (SEM) run by AMOS software was used to analyze the data. The analysis showed that customer relationship management, product innovation and customer value had positive influence on customer satisfaction.The empirical findings indicated that customer relationship management positively influenced product innovation; customer relationship management positively influenced customer value; product innovation positively influenced customer satisfaction; and customer value influenced customer satisfaction.

scholarly journals ANALYSIS OF THE EFFECT OF ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM) AND BRAND TRUST ON CUSTOMER SATISFACTION AND LOYALTY IN PIXY COSMETIC PRODUCTS

2021 ◽  
Vol 2 (3) ◽  
pp. 467-483
Author(s):  
Tasya Nandya ◽  
Dudi Permana
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Survey Methods ◽  
Relationship Management ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Brand Trust ◽  
Cosmetic Products ◽  
Customer Satisfaction And Loyalty

The purpose of this study was to study the Analysis of the Effects Electronic Customer Relationship Management (E-CRM) and Brand Trust to Customer Satisfaction and Loyalty to Pixy Cosmetic Brand. by measuring indicators that influence the variables of E-CRM, Brand Trust, Customer Satisfaction and Loyalty. This research uses descriptive research design using survey methods. Sampling uses certain criteria where respondents have known Pixy Cosmetics products from Key Opinion Leader and have bought Pixy Cosmetic Products via E-commerce and Offline store as well, at least 1 time in as a sampling technique. This study discusses using the structural equation model (structural equation modeling) - Lisrel to discuss the significance of the overall model relationship and predetermined pathways. The findings show that the E-CRM  variable is positive and significant towards Customer Satisfaction, the Brand Trust is positive and significant towards Customer Satisfaction, and Customer Satisfaction is positive and significant towards the Loyalty.

scholarly journals Exploring Antecedents & Consequences Of Customer Satisfaction With Smartphones: Implications For CRM

2015 ◽  
Vol 13 (4) ◽  
pp. 215
Author(s):  
Arum Kim ◽  
Yoon C. Cho
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Online Survey ◽  
Brand Image ◽  
Electronic Devices ◽  
Relationship Management ◽  
Corporate Image ◽  
T Test ◽  
Customer Relationship ◽  
Regression Analyses

<p>Customers of smartphones spend most of their waking time using them, as they have become the most innovative electronic devices. As the time spent on smartphones increases, the customer’s dependence on smartphones also increases. Therefore smartphones are more than telecommunication devices to customers. This paper examines factors (i.e., antecedents) affecting smartphone customer satisfaction and factors (i.e., consequences) arising from smartphone customer satisfaction. In particular, this study explores how the level of customer satisfaction affects loyalty, brand image, corporate image and country of origin. This study involved an online survey and applied t-test, factor, and regression analyses. The results provide managerial and theoretical implications for satisfaction and customer relationship management. </p>

scholarly journals ANALISIS CUSTOMER ENGAGEMENT TERHADAP KAFE DI KOTA TEGAL

2021 ◽  
Vol 4 (1) ◽  
pp. 18-27
Author(s):  
Puput Dewi Anggraeni ◽  
Tantri Adithia Sabrina
Keyword(s):  
Customer Satisfaction ◽  
Brand Loyalty ◽  
Quantitative Research ◽  
Descriptive Analysis ◽  
Three Dimensions ◽  
Customer Engagement ◽  
Brand Trust ◽  
Tourist Attractions ◽  
Tourism Sector ◽  
Tourism And Hospitality

The development of the tourism sector in Indonesia is always accompanied by the development of the hotel industry, tourist attractions, restaurants and cafes, this is a complementary entity between tourist attractions, lodging places and places to eat. The rise of the cafe business in the city of Tegal has made many changes in various fields both social and economic, however it needs to be further investigated about customer engagement in various dimensions and indicators that greatly affect the sustainability and business development of a cafe from the perspective of tourism and hospitality. The purpose of this study was to determine the dimensions of customer engagement of cafes in Tegal City and measure the level of customer engagement based on the dimensions that have been formulated. This research is a quantitative research with descriptive analysis method. The population in this study is the cafe customers, amounting to 30 peoples. The instrument in this study used questionnaires. The results of this study indicate that customer engagement has three dimensions: customer satisfaction, brand trust and brand loyalty. The suggestions is to improve services, maintain product quality and good service. This step is expected to increase customer satisfaction so as to maintain brand trust and brand loyalty of the cafe itself in the future.

The Role of Brand Loyalty on CRM Performance

2014 ◽  
pp. 252-284 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Brand Loyalty ◽  
Customer Value ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Performance ◽  
Business Goals ◽  
Positive Effect

This chapter introduces the framework and causal model of customer value, customer satisfaction, brand loyalty, and customer relationship management performance in terms of the innovative manufacturing and marketing solutions. It argues that dimensions of customer value, customer satisfaction, and brand loyalty have mediated positive effect on customer relationship management performance. Furthermore, brand loyalty positively mediates the relationships between customer value and customer relationship management performance and between customer satisfaction and customer relationship management performance. Customer value is positively correlated with customer satisfaction. Understanding the theoretical learning is beneficial for organizations aiming to increase customer relationship management performance and achieve business goals.

scholarly journals MODEL LOYALITAS PELANGGAN BERBASIS CUSTOMER RELATIONSHIP MANAGEMENT (Studi Kasus pada Usaha Distro Districtsides dan Smith Semarang)

2017 ◽  
Vol 18 (2) ◽  
pp. 119
Author(s):  
Agustina Maulidatur Rika
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Test Results ◽  
Brand Trust ◽  
Validity And Reliability ◽  
Minimum Age

This study aimed to describe and analyze the effect of customer relationship managementon customer loyalty to the brand trust and customer satisfaction as an intervening variable.The population used is that consumers who buy at Distro Districtsides and Smith Semarang.By using purposive sampling technique, which specializes in consumer buying in distributionsDistrictsides and Smith Semarang minimum age of 20 years and above, then obtaineda sample size of 100 respondents. A tool of analysis is path analysis with SPSS, wherepreviously tested the validity and reliability and classic assumption test. The test results indicateCustomer Relationship Management positive and significant impact on brand trust. CustomerRelationship Management has a positive and significant impact on customer satisfaction. Thetrust has a positive and significant impact on customer satisfaction. Customer RelationshipManagement, brand trust and gratification of customers also have a positive and significantimpact on customer loyalty. The test results Sobel test shows that brand trust is able to becomean intervening variable between Customer Relationship Management to customer satisfaction.Customer satisfaction is able to become an intervening variable between brand trust andloyalty of customers. Brand trust is able to become an intervening variable between CustomerRelationship Management on customer loyalty. Customer satisfaction is able to be variableintervening between Customer Relationship Management on customer loyalty.Keywords: Customer Relationship Management, brand trust, customer satisfaction andcustomer loyalty

scholarly journals Global Online Entrepreneurship and the Impact of Innovation on Brands

2015 ◽  
Vol 5 (2) ◽  
pp. 90-101 ◽  
Author(s):  
Ipek Krom
Keyword(s):  
Customer Satisfaction ◽  
Brand Loyalty ◽  
Positive Relationship ◽  
Service Industry ◽  
Customer Relationship ◽  
Future Research ◽  
Brand Trust ◽  
Regression Analyses ◽  
The Impact ◽  
The Relationship

AbstractThe purpose of this paper is to evaluate the significance of innovation driven online entrepreneurship as well as the impact of innovation on brand trust, customer satisfaction and brand loyalty in the extent of service innovations.Global online entrepreneurship was explored on a theoretical basis and correlation and regression analyses were used in order to evaluate the impact of the innovations of Google on brand trust, customer satisfaction and brand loyalty. Furthermore correlation and regression analyses were used in order to find out the relationship between brand loyalty and brand trust and the relationship between brand loyalty and customer relationship in the extent of service industry. The results show a direct and positive relationship between innovation and brand loyalty, a direct and positive relationship between innovation and brand trust and a direct and positive relationship between innovation and customer satisfaction. Furthermore, according to the research findings brand trust and customer satisfaction have a direct and positive relationship with brand loyalty. This research is limited to Google users since it is the most popular search engine worldwide. In this article the impact of innovation on brand trust, customer satisfaction and brand loyalty was evaluated. For future research the impact of innovation on other variables of brand loyalty can be studied.The findings of this study inform the readers about the impact of brand trust, customer satisfaction and brand loyalty on innovation in the extent of service innovations driven by global online entrepreneurship. 

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