scholarly journals EXPLOIRING CUSTOMER RELATIONSHIP MANAGEMENT AND CUSTOMER’S VALUE ON CUSTOMER’S LOYALTY OF GO-JEK ONLINE SERVICES

2021 ◽  
Vol 5 (1) ◽  
Author(s):  
Santi Wiji Astuti ◽  
Herning Indriastuti
Keyword(s):  
Customer Relationship Management ◽  
Linear Regression Analysis ◽  
Relationship Management ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Customer Relationship ◽  
Online Service ◽  
Analysis Technique ◽  
Customer's Loyalty ◽  
Data Collection Technique

The purpose of this research is to understand the influence of Customer Relationship Management (CRM) and customer’s value on costumer’s loyalty of Go-Jek online service users in Samarinda. The sample is concluded by purposive sampling technique, with 140 respondents. Data collection technique used is quesionare (inquiry). Analysis technique used in this research is multiple linear regression analysis by using SPSS 26 progam. The result of the study prove that customer relationship management has a positive and insignificant effect on customer’s loyalty, while the customer’s value has a positive and significant on customer’s loyalty.

scholarly journals PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP LOYALITAS PELANGGAN INDOSAT BENGKULU

2017 ◽  
Vol 5 (2) ◽  
Author(s):  
Ade Tiara Yulinda
Keyword(s):  
Customer Relationship Management ◽  
Linear Regression Analysis ◽  
Relationship Management ◽  
Multiple Linear Regression Analysis ◽  
Customer Relationship ◽  
Process Knowledge ◽  
Analysis Techniques ◽  
Management Technology ◽  
Customer's Loyalty ◽  
Research Analysis

Ade Tiara Yulinda: The objectives of this research is to analyze the influence of customer relationship management (technology, people, process and knowledge) on customer’s loyalty at PT. Indosat Bengkulu. Using survey research, analysis techniques using a likert scale and using multiple linear regression analysis. Samples used were 100 respondents. The result of this research, can be concluded that the customer relationship management in the variable of technology, people, process, knowledge influenced the loyalty tothe company, and partially the knowledge influenced the loyalty of the customers, while toward the technology, people, process didn’t influence the loyalty of the customers significantly.Key Words : Customer Relationship Management, Technology, People, Process, Knowledge.

scholarly journals PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT DAN KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH KREDIT KOMERSIL PADA BANK NAGARI SUMATERA BARAT CABANG PAINAN

2020 ◽  
Author(s):  
Lira Anggraini ◽  
Alfian
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Relationship Management ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Customer Relationship ◽  
Positive Effect

This study aims to determine the effect of customer relationship management and service quality to loyalty of commercial credit customers at Nagari Bank West Sumatera Painan Branch. The sample used counted 95 respondents, sampling technique using accidental sampling method. Data were collected using questionnaire, while data analysis technique was done by using multiple linear regression analysis. The results showed that based on Persial Test (t test) obtained: a) service quality variable has a positive effect 0,805 < 1,985 and not significant 0,423 > 0,05 to customer loyalty. b) customer satisfaction variables have a positive effect of 0,218 < 1,985 and not significant 0,828 > 0,05 to customer loyalty. c) variable of reliability have positive effect 2,254 > 1,985 and significant 0,027 < 0,05 to customer loyalty. d) Responsiveness variable has positive effect 8.173 > 1.985 and significant 0.000 < 0,05 to customer loyalty. e) the assurance variable has a positive effect 0,983 < 1,985 and not significant 0,328 > 0,05 to customer loyalty. f) empathy variables have negative effect -2,615 > 1,985 and significant 0,011 < 0,05 to customer loyalty. g) tangible variable has a positive effect of 2,791 > 1,985 and significant 0,006 < 0,05 to customer loyalty. From this research, the value of R² is 0,598, it means that 59,8% influenced by service quality variable, customer satisfaction, reliability, responsiveness, assurance, empathy, tangible and the rest influenced by other variables.

scholarly journals PENGARUH MANAJEMEN MUTU DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN RAWAT INAP DI RSUD KABUPATEN KARANGANYAR

2019 ◽  
Vol 3 (01) ◽  
Author(s):  
Eko Sutopo ◽  
Sudarwati Sudarwati ◽  
Istiqomah Istiqomah
Keyword(s):  
Quality Management ◽  
District Hospital ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Literature Study ◽  
Analysis Technique ◽  
Data Collection Technique ◽  
Questionnaire Method

The purpose of this study was to find out: the effect of service quality, reliability, responsiveness, and empathy both jointly and partially on the satisfaction of inpatients in the Karanganyar District Hospital. Judging from the type or type, this research is explanatory research (explanation). The population in this study were 1006 patients hospitalized in Karanganyar Hospital. As a sample 100 people were taken using proportional random sampling technique. The data collection technique used is by questionnaire method, documentation and literature study. The data analysis technique in this study is the classic assumption test, multiple linear regression analysis, t test, F test and coefficient of determination. Based on the results of the tests that have been carried out it can be concluded as follows: (1) There is a positive and significant effect simultaneously management of quality, reliability, responsiveness, and empathy on the satisfaction of inpatients in Karanganyar District Hospital. (2) There is a positive and significant effect of partial quality management on the satisfaction of inpatients in the RSUD. (3) There is a positive and significant partial effect of reliability on the satisfaction of inpatients in the RSUD. (4) There is a positive and significant influence partially on responsiveness to the satisfaction of inpatients in the RSUD. (5) There is a positive and significant partial effect of empathy on the satisfaction of inpatients in the RSUD. Keywords: quality management, reliability, responsiveness, empathy, patient satisfaction

scholarly journals THE EFFECT OF BUSINESS DEVELOPMENT AND TAXATION KNOWLEDGE ON TAXPAYER COMPLIANCE (MSME CASE STUDY IN JAKARTA)

2021 ◽  
Vol 5 (1) ◽  
pp. 51
Author(s):  
Saprudin Saprudin ◽  
Anton Zulkarnain Sianipar ◽  
Riyanto Wujarso
Keyword(s):  
Random Sampling ◽  
Small And Medium Enterprises ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Business Development ◽  
Analysis Technique ◽  
Data Collection Technique ◽  
Medium Enterprises

Penelitian ini bertujuan untuk mengetahui pengaruh perkembangan usaha dan pengetahuan perpajakan terhadap kepatuhan wajib pajak Usaha Mikro Kecil dan Menengah. Sehingga akan diperoleh informasi mengenai kepatuhan wajib pajak dalam menjalankan kewajibannya dilihat dari faktor perkembangan usaha dan pengetahuan perpajakan wajib pajak tersebut. Populasi dalam penelitian ini adalah pelaku Usaha Mikro Kecil dan Menengah yang ada di Jakarta. Teknik pengambilan sampel dalam penelitian ini menggunakan random sampling dan jumlah sampel yang diperoleh sebanyak 60 wajib pajak. Teknik pengumpulan data menggunakan kuesioner. Teknik analisis data yang digunakan dalam penelitian ini adalah analisis regresi linier berganda. Hasil pada penelitian ini menunjukkan bahwa secara parsial perkembangan usaha berpengaruh terhadap kepatuhan wajib pajak dan pengetahuan perpajakan tidak beroengaruh terhadap kepatuhan wajib pajak. Namun secara simultan perkembangan usaha dan pengetahuan perpajakan berpengaruh terhadap kepatuhan wajib pajak. This study aims to determine the effect of business development and tax knowledge on taxpayer compliance of Micro, Small and Medium Enterprises. So that information will be obtained regarding taxpayer compliance in carrying out its obligations seen from the business development factors and tax knowledge of the taxpayer. The population in this study were the actors of Micro, Small and Medium Enterprises in Jakarta. The sampling technique in this study used random sampling and the number of samples obtained was 60 taxpayers. The data collection technique used a questionnaire. The data analysis technique used in this study is multiple linear regression analysis. The results of this study indicate that partially business development has an effect on taxpayer compliance and knowledge of taxation has no effect on taxpayer compliance. However, simultaneously, business development and tax knowledge affect taxpayer compliance.

scholarly journals PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP LOYALITAS NASABAH TABUNGAN PADA BANK NAGARI CABANG AUR KUNING KOTA BUKITTINGGI

Jurnal Ecogen ◽  
2018 ◽  
Vol 1 (4) ◽  
pp. 97
Author(s):  
Winda Octaviani ◽  
Yulhendri Yulhendri ◽  
Rose Rahmidani
Keyword(s):  
Regression Analysis ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Relationship Management ◽  
Secondary Data ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Primary Data ◽  
Analysis Technique

This study aims to know and prove how much influence Customer Relationship Management (CRM) on customer loyalty at Bank Nagari Branch Aur Kuning in Bukittinggi City.This type of research is causative. The population in this study were customers of Bank Nagari Branch Aur Kuning. The samples were taken using Slovin formula with 100 respondents. This sampling technique is based on accidental sampling method. The type of data used in this study is primary data and secondary data. Data analysis technique used multiple regression analysis technique using SPSS version 15.00. The results of this study indicate that: 1) Trust has a positive significant effect on customer loyalty, 2) Commitment has a negative and not significant impact on customer loyalty, 3) Communication has a positive significant effect on customer loyalty. Keywords: Trust, Commitment, Communication and Loyalty

scholarly journals Pengaruh Program Gopay Payday Sebagai Customer Relationship Management Terhadap Brand Equity Gojek (PT. Aplikasi Karya Anak Bangsa)

2020 ◽  
Vol 4 (1) ◽  
pp. 27-34
Author(s):  
Viana Eka Wardani ◽  
Euis Komalawati ◽  
Alfirahmi Alfirahmi
Keyword(s):  
Data Analysis ◽  
Customer Relationship Management ◽  
Brand Equity ◽  
Significant Influence ◽  
Computer Software ◽  
Relationship Management ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Analysis Technique ◽  
Quantitative Descriptive

Customer Relationship Management (CRM) is an approach to identifying, attracting, and improving relationships between companies and customers. Karya Anak Bangsa Inc. (Gojek) with its application Gopay, gave rise "Gopay Payday" program as a customer relationship management to decide the brand equity level of Gopay application users. Brand Equity plays an important role because brand equity forms the name of the company's image and reputation, even as determining to make company goals. The purpose of this research analyzes the influence of the Gopay Payday program as a customer relationship management on Gojek brand equity (Karya Anak Bangsa Inc.). This research uses quantitative descriptive, and the method is a purposive sampling technique within 100 respondents as the sample. The data analysis technique used SPSS 25.0 for Windows computer software tools. The results of this study show that there is a significant influence on customer relationship management by 24.2% against brand equity. It means the better the Customer Relationship Management, the Brand Equity of the company will increase.

scholarly journals PENGARUH MANAJEMEN HUBUNGAN PELANGGAN TERHADAP KEPUASAN KONSUMEN

2019 ◽  
Vol 6 (3) ◽  
Author(s):  
Ellena Nurfazria Handayani ◽  
Edwin Yudha Pratama
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Linear Regression Analysis ◽  
Relationship Management ◽  
Multiple Linear Regression Analysis ◽  
Customer Relationship ◽  
Survey Method ◽  
Independent Variables

The purpose of this research is to know the influence of customer relationship management (CRM) consists of three independent variables: communication, commitment and quality of service towards customers' satisfaction at PT Indomobil Trada (Nissan) Radin Inten. This research is associative research with quantitative approach is done by using survey method through the distribution of a questionnaire to 120 respondents were selected using a non-probability sampling techniques. Data analysis technique used is multiple linear regression analysis with stepwise method. The research results showed that all the independent variables of the customer relationship management (CRM) have a positive and significant influence towards customer satisfaction. From the results of this research are expected to increase the company's customer relationship management with increasing commitment, communication and quality of service, so that it can increase customer satisfaction.

scholarly journals PENGARUH RELATIONSHIP MARKETING DAN KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH TABUNGAN SIKOCI PADA BANK NAGARI CABANG SIMPANG EMPAT

2020 ◽  
Author(s):  
Lola Satri ◽  
Alfian
Keyword(s):  
Regression Analysis ◽  
Relationship Marketing ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Positive Influence ◽  
Research Use ◽  
Independent Variables ◽  
Analysis Technique ◽  
Positive Effect

This research has a purpose to know whether relationship marketing and service quality have positive influence to loyalty of customer of saving sikoci at Bank of Nagari branch of Simpang Empat either partially or simultaneously and know which variable is more dominant. The data collection techniques used in this study is a questionnaire. The sample used is 100 customer, with sampling technique using accidental sampling technique. Data analysis technique in this research use multiple linear regression analysis. The results obtained in this study are as follows: (1) Trust has positive effect (944) <(1,984) and not significant (0,348)> (0,05) to loyalty. (2)) Commitment has positive (8,218)> (1,984) and significant (0,000) <(0,05) effect on loyalty. (3) Tangibles has negative (-2,430)> (1,984) and significant (0,017) <(0,05) effect on loyalty. (4) Reliability negatively (-1.570) <(1,984) and insignificant 0, 120> 0.05 to loyalty. (5) Responsiveness has positive effect (5,922)> t table (1,984) and significant (0,000) <(0,05) to loyalty. (6) Warranty has positive effect (1,199) <(1,984) and insignificant 0, 234> 0,05 to loyalty. (7) Empathy has positive effect (186) <(1,984) and insignificant 0, 853> 0,05 to loyalty. From the value of Adjusted R Squere simultaneously produced 566. It means that 56.6% of loyalty variables are influenced by independent variables and the remaining 43.4% is influenced by othervariables.

scholarly journals THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) ON MUZAKI LOYALTY

2020 ◽  
Vol 5 (2) ◽  
pp. 90
Author(s):  
Nihayatu Aslamatis Sholihah ◽  
A'rasy Fahrullah
Keyword(s):  
Human Resources ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Sampling Technique ◽  
Quantitative Approach ◽  
Customer Relationship ◽  
Coefficient Of Determination ◽  
Research Use ◽  
Test Result

The aim of this research is to test the effect of customer relationship management (data and information, human resources, process, and technology) towards muzakki loyalty case study Yatim Mandiri Surabaya. this research was conducted with an associative quantitative approach. Number of samples that used in this research is 100 peoples who is active muzakki ini Yatim mandiri Surbaya and use purposive sampling technique. This research use a questionnare that calculates with Likert scale and analyzed with SPSS 23 version. The result of this research indicated that customer relationship management varible has significant effect and positive of muzakki loyalty. Based on the partial test result indicated that customer relationship management has partial effect of muzakki loyalty, and �based on the coefficient of determination test result, indicated that customer relationship management variable has a big impact as 33,7% of muzakki loyalty.

scholarly journals THE INFLUENCE OF STORE ATMOSPHERE AND LOCATION ON PURCHASE DECISION AT PUSRI MART SEMARANG AREA

2019 ◽  
Vol 20 (1) ◽  
pp. 61
Author(s):  
Ayu Sa’idah ◽  
Suryadi Poerbo ◽  
Fatchun Hasyim
Keyword(s):  
Significant Influence ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Purchase Decision ◽  
Analysis Model ◽  
Literature Study ◽  
Data Collection Technique ◽  
Feasibility Test

<em><span lang="EN-US">The purpose of this study areanalize the influence of store atmosphere and location on purchase decision at Pusri Mart area Semarang. The data collection technique are questionnaires, interview, observation, and literature study method. The number of samples in this study were 75 respondents and it was selected by incidental sampling technique. The data analysis technique is carried out by using classic assumption test (Normality test, Multicolinearity test, and Heteroscedasticity test),  multiple linear regression analysis, model feasibility test, hypothesis test, Coefficient Correlation R, and Multiple Determination Coefficient (R2). The result of the research shows that: (1) store atmosphere (X<sub>1</sub>) has significant influence to the purchase decision on Pusri Mart area Semarang; (2) Location (X<sub>2</sub>) has significant influence to the purchasie decision on Pusri Mart area Semarang; (3) Store atmosphere is the variable which has the most dominant influence to the purchase decision on Pusri Mart area Semarang</span></em>

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