scholarly journals Pengaruh Customer Relationship Management dan Kepercayaan Merek Terhadap Loyalitas Pelanggan Telkomsel

Prologia ◽  
2019 ◽  
Vol 2 (2) ◽  
pp. 278
Author(s):  
Della Krissianty ◽  
Widayatmoko Widayatmoko
Keyword(s):  
Public Relations ◽  
Customer Relationship Management ◽  
Customer Relations ◽  
Relationship Management ◽  
Customer Relationship ◽  
Purposive Sampling

Penelitian ini bertujuan untuk mengetahui Customer Relationship Management dan kegiatan yang menciptakan kepercayaan merek sehingga munculnya loyalitas pelanggan. Teori yang digunakan dalam penelitian ini adalah teori Public Relations, Customer Relations, Customer Relationship Management, kepercayaan merek dan loyalitas pelanggan. Penelitian ini menggunakan metode penelitian kuantitatif dengan metode survey. Teknik penelitian yang digunakan adalah non probability dengan pendekatan purposive sampling, responden sebanyak 100 orang. Teknik pengumpulan data dengan menggunakan kuesioner dan studi kepustakaan. Uji persyaratan analisis menggunakan uji validitas, reliabilitas, multikolinearitas dan heteroskedastisitas. Analisis data menggunakan koefisien korelasi berganda, koefisien determinasi, analisis regresi linier berganda, uji t dan uji F. Hasil dari uji koefisien korelasi berganda sebesar 0,580 artinya memiliki hubungan antar variabel sedang, sedangkan pada koefisien determinasi didapatkan hasil sebesar 33,6% loyalitas pelanggan Telkomsel dipengaruhi oleh Customer Relationship Management dan kepercayaan merek. Hasil uji t kedua variabel diketahui bahwa Ha diterima, artinya kegiatan Customer Relationship Management dan kepercayaan merek secara parsial berpengaruh terhadap loyalitas pelanggan Telkomsel. Berdasarkan hasil uji F diketahui F tabel (3,09) < F hitung (24,538) maka Ha diterima, artinya variabel Customer Relationship Management dan kepercayaan merek secara bersama-sama berpengaruh terhadap loyalitas pelanggan Telkomsel.

Pengaruh Customer Relationship Management dan Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Nasabah pada Bank Konvensional

2021 ◽  
Vol 6 (5) ◽  
pp. 2551
Author(s):  
Unggul Raga Tua Sinaga ◽  
Gusti Noorlitaria Achmad ◽  
Yohanes Kuleh
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Purposive Sampling

Tujuan dalam penelitian ini adalah untuk membuktikan customer relationship management berpengaruh signifikan terhadap kepuasan, untuk membuktikan kualitas pelayanan berpengaruh signifikan terhadap kepuasan, untuk membuktikan kepuasan berpengaruh signifikan terhadap loyalitas nasabah, untuk membuktikan customer relationship management berpengaruh signifikan terhadap loyalitas nasabah melalui kepuasan, dan untuk membuktikan kualitas pelayanan berpengaruh signifikan terhadap loyalitas nasabah melalui kepuasan. Jenis penelitian ini menggunakan penelitian survei dengan pendekatan kausatif yang mana tujuannya untuk menjelaskan hubungan sebab akibat antara dua variabel atau lebih yang diamati melalui pengujian hipotesis sehingga dapat ditarik kesimpulan. Populasi dalam penelitian ini adalah konsumen pada Bank Umum Konvensional di Samarinda dengan menggunakan teknik purposive sampling dalam pengambilan sampel. Analisa data yang digunakan adalah SEM berbasis covariance dengan bantuan program IBM AMOS 26 dalam pengolahan data. Hasil penelitian ini menunjukkan bahwa customer relationship management berpengaruh negatif dan tidak signifikan terhadap kepuasan, kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan, kepuasan berpengaruh positif dan signifikan terhadap loyalitas nasabah, customer relationship management berpengruh positif dan signifikan terhadap loyalitas nasabah melalui kepuasan, dan kualitas pelayanan berpengaruh positif dan signifikan terhadap loyalitas nasabah melalui kepuasan.

scholarly journals PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT DAN KUALITAS PELAYANAN TERHADAP KEPUTUSAN PEMBELIAN PRODUK PT. NUSANTARA SURYA SAKTI SUMBAWA

2019 ◽  
Vol 2 (1) ◽  
Author(s):  
Dini Asraini
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Purposive Sampling ◽  
Convenience Sampling

Penelitian ini bertujuan untuk mengetahui pengaruh customer relationship management dan kualitas pelayanan terhadap keputusan pembelian. Penelitian ini menggunakan jenis penelitian Asosiatif Kuantitatif. Metode pengumpulan data dilakukan dengan membagikan kuesioner pada 100 responden yaitu konsumen PT. Nusantara Surya Sakti Sumbawa. Teknik pengambilan sampel menggunakan convenience sampling dan purposive sampling. Analisis data yang digunakan yaitu analisis regresi linear berganda. Berdasarkan hasil penelitian dapat disimpulkan bahwa kedua variabel bebas yaitu customer relationship management dan kualitas pelayanan mempunyai pengaruh positif dan signifikan terhadap keputusan pembelian.

The Impact of Customer Relationship Management and its Significant Relationship to Customers’ Satisfaction in Cooperative Banking (A Case Study of Kangra Central Co-operative Bank)

2017 ◽  
Vol 9 (2) ◽  
pp. 59 ◽  
Author(s):  
Manvinder Singh Tandon ◽  
Narender Nath Sharma ◽  
Vipan Kumar Bhulal
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
Traditional Method ◽  
Customer Relations ◽  
Relationship Management ◽  
Business Environment ◽  
Customer Relationship ◽  
Business Organization ◽  
The Impact

Customer relationship management is the durable and the most effective approach in maintaining and creating relationship with customers. Once this personal and emotional relationship is built, it is very easy for any organization to identify the actual needs of customer and help them to serve them in a better way. Business organization would not flourish until and unless their customers are happy; this is the reason, why Customer Relationship Management (CRM) is so important? In the present competitive business environment attracting and retaining customers is a challenging task for business organization. To grow, businesses do any only need to attract new customers but also to hold on to existing customers. CRM facilitates organization not only to gain customers but also to retain them. It focuses on improving sales and productivity by effectively catering to customer demands, queries and complaints. Though the traditional method of maintaining good customer relations is still being used yet the importance of CRM cannot be neglected. The more effectively a business can use information about its customer to meet their needs the more profitable it would be for the organization. Companies can provide excellent customer service if they are aware about their customers’ needs and react to those needs effectively. CRM helps you to understand, anticipate and respond to your customers’ needs and react in a consistent way. The paper analyses how organization use CRM as a technique to gain business distinction.

scholarly journals MERAIH LOYALITAS PELANGGAN DENGAN ETIKA KOMUNIKASI SALES DAN CUSTOMER RELATIONSHIP MANAGEMENT

2020 ◽  
Vol 4 (1) ◽  
pp. 134
Author(s):  
IWAN PRASETYO ◽  
TRI ENDANG YANI
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Purposive Sampling

Tujuan dari penelitian ini untuk mengetahui : 1) Pengaruh etika komunikasi terhadap loyalitas pelanggan; 2) Pengaruh customer relationship management terhadap loyalitas pelanggan; 3) Kepuasan pelanggan terhadap loyalitas pelanggan. Dan seberapa besar pengaruh dari variabel etika komunikasi, customer relationship management  dan kepuasan pelanggan terhadap loyalitas. Objek penelitian pada Rumah Batik Danar Hadi pada pelanggan metode purposive sampling sebanyak 96 responden. Pada penelitian ini menggunakan data primer yang bersumber dari jawaban responden terhadap kuesioner yang disebarkan yang berisi pertanyaan yang mewakili indikator setiap variabel dan data analisis menggunakan regresi linier. Hasil dari penelitian yang telah dilakukan dimana etika komunikasi, customer relationship management, kepuasan pelanggan berpengaruh positif signifikan terhadap variabel loyalitas pelanggan. Dari hasil uji regresi dapat ditarik kesimpulan jika ketiga variabel diatas yaitu etika komunikasi, customer relationship management dan kepuasan pelanggan sangatlah diperlukan untuk dapat meningkatkan loyalitas pelanggan.

scholarly journals Customer Relationship Management dalam Meningkatkan Loyalitas Nasabah Bank BNI UNPAD

2018 ◽  
Vol 9 (2) ◽  
pp. 1
Author(s):  
Puti Embun Sari
Keyword(s):  
Path Analysis ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Analysis Tool ◽  
Purposive Sampling ◽  
Branch Office

This study aimed to determine Customer Relationship Management at UNPAD Branch Office of BNI and also to recognize the influence of CRM exchange of emotions, exchange of knowledge, and exchange of acts through the customer loyalty at UNPAD Branch Office of BNI. The obtained data in this study are from the questioners-consisted of 16 questions that distributed among the 100 customers at UNPAD Branch Office of BNI. The sampling technique used is purposive sampling. Analysis tool that used to test the hypothesis is path analysis. The result of descriptive hypothesis shows that UNPAD Branch Office of BNI has leaving a satisfactory CRM exchange of emotions, exchange of knowledge, and exchange of acts. At the same time, The result of verification hypothesis shows that the customer loyalty at UNPAD Branch Office of  BNI are significantly influenced by CRM exchange of emotions and exchange of acts, both partially and simultaneously. But has no partially effect between exchange of knowledge through customer loyalty.

scholarly journals Analisis Implementasi Customer Relationship Management dan Marketing Public Relations terhadap Nilai Pelanggan dan Dampaknya terhadap Loyalitas Pelanggan: Studi Kasus Grand Tropic Suites’ Hotel

2012 ◽  
Vol 3 (1) ◽  
pp. 513
Author(s):  
Natalia Natalia ◽  
Cooky Tri Adhikara ◽  
Shirley Agusthina
Keyword(s):  
Public Relations ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Management Program ◽  
Customer Relationship ◽  
Business World ◽  
Customer's Loyalty ◽  
The Impact

The impact of the globalization resulted in the business world being colored by the increase of high competition. Because of that the perpetrators of the business must continue to maintain the continuity of his business and to try to look for the opportunity by making use of the superiority that was owned. One of the methods that could be followed was constructive the customer's loyalty by maintaining the available customer so as they were loyal and did not move to the other competitor. Therefore, it is important for the company to create the value of the superior for the customers. The case study was about Customer Relationship Management program (CRM) and Marketing Public Relations (MPR) that was carried out by Grand Tropic Suites’ Hotel to create the value of the superior of the customers where being expected with this superior value to be able to affect the customer to loyal to the Hotel. The aim of this research was to analyze the implementation of Customer Relationship Management programs (CRM) and Marketing Public Relations (MPR) towards the Perceived Value and it impact towards Customer Loyalty.

scholarly journals STRATEGI MENINGKATKAN LOYALITAS DENGAN PELAYANAN PRIMA, CUSTOMER RELATIONSHIP MANAGEMENT DAN KEPUASAN PELANGGAN

2020 ◽  
Vol 22 (1) ◽  
pp. 45
Author(s):  
Tri Endang Yani ◽  
Iwan Prasetyo
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Purposive Sampling

<span lang="IN">Adapun tujuan pada penelitian ini untuk mengetahui adanya keterkaitan antara variabel pelayanan prima, customer relationship management dan kepuasan pelanggan terhadap loyalitas pelanggan pada Rumah Baatik Danar Hadi Semarang. Populasi penelitian ini adalah pelanggan pada Rumah dengan sample sebesar 100 pelanggan, dengan metode penentuan sample menggunakan purposive sampling dengan alat analisis regresi linier berganda. Dari hasil penelitian yang telah dilakukan didapatkan hasil 1) Terdapat pengaruh positif 0,184 dan sig 0,041 variabel pelayanan prima terhadap loyalitas pelanggan 2) Terdapat pengaruh positif 0,531 sig 0,000 variabel <em>customer relationship management</em> terhadap loyalitas pelanggan 3) Terdapat pengaruh positif  0,214 sig 0,40 variabel kepuasan pelanggan terhadap loyalitas pelanggan. Dari hasil uji koefisien determinasi didapatkan nilai Adjust <em>R square</em> sebesar 0,742 berarti secara keseluruhan loyalitas dipengaruhi oleh variabel pelayanan prima, <em>customer relationship management</em> dan kepuasan kerja sebesar 74,2%.</span>

scholarly journals SISTEM INFORMASI MANAGEMEN COMPLAIN SERVICE CENTER DALAM MENINGKATKAN PELAYANAN TERHADAP CUSTOMER BERBASIS CRM DI GALLERY SMARTFREN KUNINGAN (Studi Kasus : Gallery Smartfren Kuningan)

2018 ◽  
Vol 12 (2) ◽  
Author(s):  
Meri Siti Maryam
Keyword(s):  
Customer Relationship Management ◽  
Management System ◽  
Customer Relations ◽  
Relationship Management ◽  
Customer Relationship ◽  
Service Center ◽  
Consumer Market ◽  
Business World ◽  
Telecommunication Companies ◽  
Management Method

The business world of the industry continues to grow to be part of one of the spearheads of telecommunication companies in an effort to realize the consumer market. Everyone present at the Kuningan Smartfren Gallery often happens to everyone who comes to the gallery to find people who want to access the hard service, in this case often in the gallery traversed by consumers who should be handled well by the smartfren while the number of waiters limited. The answer is that consumers often do complain to the party smartfren dikarnakan service dissatisfaction. To avoid these things then the management system will provide more effective complaints for every consumer who can access properly and on time. One form of method used to discuss the problem is the CRM method or known as Customer Relations Management. One of the implementation of CRM that fall into this category is in the form of sms gateway.Keywords: Customer Relationship Management Method, SMS GATEWAY

scholarly journals Pengaruh Costumer Relationship management (CRM) dan Word Of Mouth (WOM) Terhadap Kinerja Usaha Pada Usaha Kecil dan Menengah di Kota Kediri

2018 ◽  
Vol 3 (2) ◽  
pp. 105
Author(s):  
Afif Nur Rahmadi ◽  
Muhammad Dian Ruhamak
Keyword(s):  
Data Analysis ◽  
Customer Relationship Management ◽  
Business Performance ◽  
Word Of Mouth ◽  
Relationship Management ◽  
Customer Relationship ◽  
Purposive Sampling ◽  
The City

This study discusses Customer Relationship Management (CRM) and Word of Mouth (WOM) on business performance. Where the population and sample in this study are SMEs in the City of Kediri. Of the types of businesses that become respondents, most of them are processing, trading, transportation and services industries. While the sample of this study amounted to 100 respondents. The technique of determining the sample was purposive sampling where this study was not carried out by all objects but focused on the target. From the results of data analysis and conclusions can be drawn that Customer Relationship Management (CRM) and Word of Mouth (WOM) occur partially on business performance in SMEs in the City of Kediri. In addition, it was found that Customer Relationship Management (CRM) and simultaneously have a significant effect on business performance in SMEs in the City of Kediri. Penelitian ini membahas tentang pengaruh Customer Relationship Management (CRM) dan Word of Mouth (WOM) terhadap kinerja usaha. Dimana populasi dan sampel di penelitian ini adalah UKM di Kota Kediri. Dari jenis usaha yang menjadi responden disini sebagian besar adalah industri pengolahan, perdagangan, transportasi dan jasa-jasa. Sedangkan sampel penelitian ini sejumlah 100 responden. Teknik penentuan sampel digunakan adalah purposive sampling dimana penelitian ini tidak dilakukan seluruh populasi tapi terfokus pada target. Dari hasil analisis data dan pembahasan dapat ditarik kesimpulan bahwa Customer Relationship Management (CRM)  dan Word of Mouth (WOM)  berpengaruh secara parsial terhadap kinerja usaha pada UKM di Kota Kediri. Selain itu ditemukan bahwa Customer Relationship Management (CRM) dan secara simultan berpengaruh signifikan terhadap kinerja usaha pada UKM di Kota Kediri.

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