scholarly journals THE INFLUENCE OF MARKETING STRATEGY RELATIONSHIP AND SERVICE QUALITY TO CUSTOMER SATISFACTION IN TOYOTA AUTO SERVICE STATION

2016 ◽  
Vol 9 (2) ◽  
pp. 177
Author(s):  
Marietje Carolien Nanulaitta
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Marketing Strategy ◽  
Relationship Marketing ◽  
Customer Relationship ◽  
Customer Relationship Marketing ◽  
Marketing Activities ◽  
Marketing Principles ◽  
The Impact

The background of this research was Customer Relationship marketing and service quality of Firms have accepted that customer retention is even more profitable than customer attraction and we can observe the interest of firms in adopting relationship marketing principles and designing strategies to develop close and long-lasting relationships with the most profitable customers. The objective of The analysis of marketing activities and programs implemented in order to establish, develop, and maintain relationships with customers and the impact these activities have on the firm performance. The design of this research applies to Toyota Car Repair and the questionnaires were spreaded away to 110 respondents. Data analysis used in this research was Multiple Regression with SPSS program. The result of this research conclude that Relationship Marketing Strategy and Service Quality in Car Repair significantly affect to Customer Satisfaction

scholarly journals PENGARUH RELATIONSHIP MARKETING STRATEGY DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN BENGKEL MOBIL TOYOTA

2008 ◽  
Vol 1 (2) ◽  
pp. 01
Author(s):  
Marietje Carolien Nanulaitta
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Marketing Strategy ◽  
Relationship Marketing ◽  
Customer Relationship ◽  
Customer Relationship Marketing ◽  
Marketing Activities ◽  
Strongly Agree ◽  
Marketing Principles ◽  
The Impact

<p>The background of this research was customer relationship marketing and service quality of Firms have accepted that customer retention is even more profitable than customer attraction and we can observe the interest of firms in adopting relationship marketing principles and designing strategies to develop close and long-lasting relationships with the most profitable customers. The objective of the analysis of marketing activities and programs implemented in order to establish, develop, and maintain relationships with customers and the impact these activities have on the firm performance. The design of this research applies to Toyota Car Repair and the questionnaires were spreaded away to 110 respondents. The Likert-scale for the 5 point measurement which means strongly agree and 1 point is for strongly disagree. Data analysis used in this research was multiple regression. The result of this research concludes that relationship marketing strategy and service quality in car repair significantly affect to customer satisfaction.</p><p><strong>Keywords: Relationship marketing strategy, Service quality, Customer satisfaction</strong></p>

scholarly journals Marketing Strategy Analysis of Asin Asked MSMEs in The Covid-19 Pandemic Period in Kesenden, Cirebon

2020 ◽  
Vol 1 (2) ◽  
pp. 59-68
Author(s):  
Oriza Aditya
Keyword(s):  
Marketing Strategy ◽  
Relationship Marketing ◽  
Raw Materials ◽  
Marketing Strategies ◽  
Customer Relationship ◽  
Strategy Analysis ◽  
Customer Relationship Marketing ◽  
Quality Of Products ◽  
The Impact

The Covid-19 pandemic has changed many aspects of life, one of which is in the economy. This has animpact on economic instability, one of which is the impact of MSMEs, such as the occurrence of abnormalities in the supply of raw materials, consumer interest and marketing. This study aims to describe the marketing strategies that must be carried out by MSME actors so that they can survive and become more responsive to changes when Covid-19 occurs. In this study using qualitative methods with interview techniques in Kesenden, Cirebon. From the results of the research conducted, it can be concluded that the Covid-19 pandemic can provide opportunities and can also provide threats (Treath) to MSMEs, marketing strategies in the midst of the Covid-19 pandemic, namely by improving the quality of products and services, customer relationship marketing, and e-commerce

scholarly journals Pengaruh Service Quality dan CRM (Customer Relationship Marketing) terhadap Kepuasan Nasabah pada LPD Desa Pakraman Peraupan, Denpasar Utara

Widya Amrita ◽  
2021 ◽  
Vol 1 (1) ◽  
pp. 77-85
Author(s):  
Ni Putu Novia Arista Dewi ◽  
Putu Sri Hartati ◽  
Gusti Alit Suputra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship ◽  
Significant Positive Effect ◽  
Customer Complaints ◽  
Customer Relationship Marketing ◽  
Analysis Technique ◽  
The Face ◽  
Positive Effect

In the face of intense competition between financial institutions in the Pakraman Peraupan Village LPD, it is demanded to be able to satisfy its customers by providing good service so as to satisfy customers. The purpose of this study was to determine the effect of service quality and customer relationship management (CRM) on customer satisfaction partially and simultaneously. The sample in this study were 96 respondents from Pakraman Peraupan Village LPD customers with multiple linear regression as the analysis technique used. Based on the research results it can be seen that (1) service quality has a significant positive effect on customer satisfaction, (2) CRM has a significant positive effect on customer satisfaction, and (3) simultaneously service quality and CRM have a significant effect on customer satisfaction. Suggestions that can be given in this research are the LPD Pakraman Peraupan Village, North Denpasar, which is expected to be faster and more responsive in resolving customer complaints, providing training for employees who are still lacking in providing services and providing maximum quality of service and CRM.

scholarly journals Pengaruh Customer Relationship Marketing dan Kualitas Layanan Terhadap Kepuasan : Studi Konsumen McDonald’s Kediri

2020 ◽  
Vol 5 (2) ◽  
pp. 224
Author(s):  
Nur Laely ◽  
Djunaedi Djunaedi ◽  
Dea Rosita
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Fast Food ◽  
High School Education ◽  
Customer Relationship ◽  
Fast Food Restaurant ◽  
Independent Variables ◽  
Customer Relationship Marketing

McDonald's is a fast food restaurant that has a branch in Kediri. The restaurant currently has competitors that can reduce customer satisfaction. Therefore, the research conducted aims to determine the partial and simultaneous effects of using the independent variables Customer Relatioship Management and Service Quality and the dependent variable Customer Satisfaction. The sample used in this study was 93 respondents using the Slovin formula. Based on the results of the study, the characteristics of the dominant respondents at the age <20 years are female, the level of students whose income is <1 million in high school education and equivalent. Partially and simultaneously Customer Relationship Management and Service Quality, each of which has a significant influence on Customer Satisfaction. McDonald’s merupakan salah satu restoran cepat saji yang memiliki cabang di Kota Kediri. Restoran tersebut saat ini memiliki kompetitor yang dapat memberikan dampak penurunan kepuasan bagi para pelanggannya. Oleh sebab itu, dari penelitian yang dilakukan bertujuan untuk mengetahui pengaruh parsial dan pengaruh simultan dengan penggunaan variabel bebas Customer Relatioship Management dan Kualitas Layanan serta variabel terikat Kepuasan Pelanggan. Sampel yang digunakan pada penelitian ini sejumlah 93 responden menggunakan formula Slovin. Berdasarkan hasil penelitian, karakteristik responden dominan pada usia <20 tahun berjenis kelamin perempuan, tingkat pelajar/mahasiswa yang pendapatannya <1 juta pada pendidikan SMA sederajat. Secara parsial dan simultan Customer Relatioship Management dan Kualitas Layanan, masing – masing memiliki pengaruh signifikan terhadap Kepuasan Pelanggan.

scholarly journals Impact of customer relationship management on customer satisfaction in hoteling industry

2014 ◽  
Vol 2 (2) ◽  
pp. 8-12
Author(s):  
Sanaullah Nazir ◽  
Sheraz Khan ◽  
Raja Ahmed Jamil ◽  
Qazi Shujaat Mehmood
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Positive Impact ◽  
Relationship Management ◽  
Success For All ◽  
Customer Relationship ◽  
Management Service ◽  
Access To Services ◽  
The Impact

Customer satisfaction is an imperative element of the success for all businesses. One of the biggest challenges of a marketer is how to satisfy and retain the customers. The purpose of this study is to find the impact of customer relationship management on customer satisfaction.  A total of 130 participants was selected through purposive sampling from the different hotels of Islamabad city. Data was collected from the participants by using standardized questionnaires. Results revealed that there is a significant positive impact of different elements of customer relationship management (service quality, access to services and service features) on customer satisfaction and businesses cannot succeed without focusing on customer relationship management in this era.

scholarly journals The Antecedent of Customer Satisfaction and Its Impact on Customer Retention in Tourism as Hospitality Industry

2020 ◽  
Author(s):  
Andala Rama Putra Barusman ◽  
Evelin Putri Rulian ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Customer Retention ◽  
Equation Model ◽  
Customer Relationship ◽  
Global Changes ◽  
The Government ◽  
The Impact

Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention. Moreover, the impact of service quality on customer satisfaction and the one of customer satisfaction on customer retention are also significant. Relying on the findings, we recommend some strategies for the government of Lampung Province, e.g. training local people to behave more friendly in welcoming domestic or international tourists, fixing all lodging facilities, creating more souvenirs with Lampung’s ornaments and developing management system adopting global changes in technology, communication and trend.

scholarly journals IMPACT OF SERVICE QUALITY, TRUST, AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN PT MEGA MANUNGGAL PROPERTY TBK

2019 ◽  
Vol 6 (1) ◽  
pp. 33-42
Author(s):  
Maria Anna Stefanie ◽  
Badikenita Sitepu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Primary Data ◽  
Distribution Method ◽  
Good Reputation ◽  
Customer Trust ◽  
The Impact

In order to compete, survive, and grow the company is required to provide a good quality services to meet the needs and desires of its customers. Companies must be able to maintain a good reputation in the eyes of its customers. A good quality services will tend to give more satisfaction to the customers who use the services of the company. With emphasis on good service it will build a long-term profitable relationships with customers while also achieving customer loyalty. Therefore, this study is aiming to determine the importance of the impact of service quality, trust and customer satisfaction at PT Mega Manunggal Tbk Property in an effort to improve customer loyalty which will affect the company's survival. A questionnaire distribution method chosen in this study is to collect primary data. Completed questionnaires designed and distributed or disseminated to all customers. SPSS for windows has been used to process the primary data.Thefindings showed that there is a significant relationship between service quality and customer loyalty, meaning that if the quality of service increases, customer loyalty will also increase.There is a significant influence between customer trust and customerloyalty,meaning that if the customer trust increases, customer loyalty will also increase.

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