The Influence of Customer Relationship Management on Customer Satisfaction, and Customer Loyalty at PT. Len Industri (Persero) (Case Study on National E-KTP Retail Equipment Sales)

2020 ◽  
Vol 11 (1) ◽  
pp. 366-376
Author(s):  
Herdik Sodikin ◽  
Maya Ariyanti
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Customer Relationship

scholarly journals THE ANTECEDENT OF CUSTOMER SATISFACTION

2020 ◽  
Author(s):  
Andala Rama Putra Barusman ◽  
Evelin Putri Rulian ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Relationship Management ◽  
Customer Retention ◽  
Equation Model ◽  
Customer Relationship

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.

scholarly journals THE INFLUENCE OF CUSTOMER RELATIONSHIP MANAGEMENT, CUSTOMER SATISFACTION QUALITY OF SERVICE AND CUSTOMER LOYALTY (Empirical Study On Corporate Travel Organizers Umrah and Hajj PT. Travel Albadriyah)

2019 ◽  
Vol 1 (2) ◽  
pp. 114-125
Author(s):  
Subaebasni ◽  
Henny Rinawati ◽  
Anoesyirwan Moeins
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Customer Relationship ◽  
Survey Method ◽  
Management Service ◽  
Corporate Travel

Every company should be able to understand the behavior of consumers in the target market because the survival of the company as an organization that seeks to meet the needs and desires of consumers rely heavily on the behavior of consumers. Through an understanding of consumer behavior, the management company can develop appropriate strategies and programs to take advantage of existing opportunities and outperform their competitors. Therefore, the quality of good service and build relationships with customers able to accomplish the goals of the company. It certainly needs to be an active part of all employees and those involved in the provision of services. (MORA, 2017). Based on the analysis and discussion that has been described on the effect of customer relationship management, service quality, and customer satisfaction to customer loyalty in Corporate Travel Organizers Umrah and Hajj PT. Travel Albadriyah, it can be concluded that customer relationship management, service quality, and customer satisfaction proved to influence jointly on customer loyalty Corporate Travel Organizers Umrah and Hajj PT. Travel Albadriyah. As this study is descriptive and verification, using the survey method.

scholarly journals Relationship Management of Cafe Customers around Universitas Sebelas Maret Surakarta - Indonesia

2019 ◽  
Vol 4 (1) ◽  
pp. 72-78
Author(s):  
Edi Wibowo ◽  
Marjam Desma Rahadhini ◽  
Julina Julina
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Relationship Management ◽  
Factor Loading ◽  
Customer Relationship ◽  
Primary Data ◽  
Final Conclusion ◽  
P Value

Objective - This aim of this research is to analyze the influence of Customer Relationship Management (CRM) dimensions on customer satisfaction and loyalty for cafés around Universitas Sebelas Maret (UNS) Surakarta. Methodology/Technique - Convenience sampling method was used to collect the primary data. 140 respondents participated in this research and the data is analyzed using Structural Equation Modelling with AMOS software. Validity testing is conducted using CFA with a factor loading of > 0.05, whilst the reliability testing is conducted using a Cronbach alpha of > 0.07. Findings - The results of the hypothesis testing show that the influence of CRM on customer satisfaction is positive and significant with a CR value of 2.133 and a p-value of 0.033. In addition, CRM is also found to have an effect on customer loyalty with a CR value of 2.160 and a p-value of 0.031. The findings also demonstrate that the effect of customer satisfaction on loyalty is positive and significant with a CR value of 2.248 and a p-value of 0.025. The final conclusion in this study shows that CRM affects customer loyalty through customer satisfaction, with a value of 0.295. Novelty - this research departs from previous research and in its application to the restaurant industry, which has not been done before. Type of Paper: Empirical. Keywords: Customer Relationship Management; Customer Satisfaction; Customer Loyalty. JEL Classification: M30, M39.

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