scholarly journals Investigasi Niat Belanja Ulang Ke Toko Pakaian: Peran CRM, Kepuasan Dan Loyalitas Pelanggan

2018 ◽  
Vol 6 (2) ◽  
pp. 76
Author(s):  
Aidha Savitri ◽  
Usep Suhud
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Public Awareness ◽  
Relationship Management ◽  
Equation Model ◽  
Customer Relationship ◽  
Repurchase Intention ◽  
Fashion Industry

In this era of globalization the fashion industry in Indonesia is growing rapidly because public awareness for personal appearance is increasing. From many fashion brands, companies must have a strategy to stay afloat in business. Companies from various fashion industries must stay in touch with customers, through CRM or Customer Relationship Management in order to increase customer satisfaction that will make loyal customers that can affect repurchase intention. This study was conducted to find information from Customer Relationship Management to customer satisfaction and customer loyalty and how it impacts repurchase intention in a clothing store. This research was conducted by spreading questionnaires to 200 respondents using nonprobability sampling, convenience sampling. This research uses Exploratory Factor Analysis to test its validity and cronbach alpha to test the reliability. This research also uses a Structural Equation Model to test the hypothesis by using AMOS. From 5 hypotheses, in this research, 4 hypotheses have a positive and significant influence.Keywords:  customer relationship management, customer satisfaction, customer loyalty, repurchase intention.

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 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.

scholarly journals ANALYSIS OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) INFLUENCE ON SATISFACTION AND ITS IMPACT ON CONSUMER LOYALTY OF PT. RAHARJA DUTA SOLUSINDO

2020 ◽  
Vol 1 (4) ◽  
pp. 437-447
Author(s):  
Ratih Dewi Sumantri ◽  
Moch. Mukti Ali ◽  
Arissetyanto Nugroho
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Survey Methods ◽  
Relationship Management ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Relationship Of

The purpose of this study was to study the Analysis of the Influence of Customer Relationship Management  (CRM) on Satisfaction and Its Impact on Customer Loyalty of PT. Raharja Duta Solusindo by measuring indicators that influence the Customer Relationship Management (CRM) variable, Customer Satisfaction and Loyalty. This research uses descriptive research design using survey methods. Sampling uses certain criteria where respondents have attended at least 1 training at PT. Raharja Duta Solusindo as a sampling technique. This study discusses using structural equation modeling (SEM) - Lisrel to discuss the significance of the relationship of the overall model and predetermined pathway. The findings show that the variable Customer Relationship Management (CRM) shows a positive and significant impact on Satisfaction, Customer Relationship Management (CRM) has a positive and significant effect on Customer Loyalty and customer satisfaction shows positive and significant impact on customer loyalty.

scholarly journals Pengaruh Kualitas Layanan, dan Customer Relationship Management Terhadap Kepuasan Pasien dan Loyalitas Pasien di Rumah Sakit Tingkat II Tentara Nasional Indonesia

2016 ◽  
Vol 2 (02) ◽  
Author(s):  
Sutrisno Sutrisno
Keyword(s):  
Customer Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Financial Management ◽  
Structural Equation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Maximum Likelihood Estimates

Indonesian National Army Hospitals (RS TNIs) is one of hospitals that servicing the Indonesian National Army (TNI) big family and public community. In the competitive and dinamics situation like today’s era, RS TNIs need to watch the change happened due to the policy change of health services in hospital. In 2014 there was happened the fundamental change of the health services in hospital related to the entry of National Health Insurance (JKN) into force that guarantes all Indonesian people. This change concerned to financial management, funding, membership, treatment procedures, types of services covered and not covered, referral system, pattern rates, claim, supervisory and evaluation. The number of regulatory changes in the new era of health care in Indonesia have trigered other changes, in particular hospital customer behavior. This case is interesting to study. Population in this research was the customers in 15 TNI’s hospitals in Indonesia, who have been treated twice or more in the TNI level two hospitals, at class 1, class 2 and class 3 treatment rooms. From the testing result on models in this research, by the Maximum Likelihood Estimates (ML), the analysis structural equation (SEM) model, the proportional random sampling method and the assistance of software Amos 22, on 200 respondents. The model testing (fit) of research data may viewed from GFI, AGFI, TLI, CFI, and RMSEA values, which respectively were 0.902, 0.904, 0.921, 0.952 and 0.0690. that all of those in the expected value range thus the model can be accepted. The research results indicated that: 1). Service quality is influential on customer satisfaction. 2). Service quality is influential on customer loyalty. 3). Customer relationship management is influential on customer satisfaction. 4). Customer relationship management is insignificantly influential on customer loyalty. 5). Customer satisfaction is influential on customer loyalty. Key words:      Service quality, CRM, Customer satisfaction, Customer loyalty.

scholarly journals Measuring Customer Loyalty and Satisfaction of Bank Bantul Using CRM and Service Quality

2021 ◽  
Vol 12 (3) ◽  
pp. 172-183
Author(s):  
Heri Sutanto ◽  
Siti Dyah Handayani ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Equation Modelling ◽  
Customer Satisfaction And Loyalty

This study aims to analyze and describe the effects of the service quality and customer relationship management at PD BPR Bank Bantul on the customer satisfaction and loyalty. The object of this study is PD BPR Bank Bantul, while the subjects of the study are customers taking the SMEs credit offered by the Bank. Method of analysis used in this study was Structural Equation Modelling (SEM) with the help of the AMOS program. The number of respondents was 170, taken using purposive sampling. The criteria for the sampling are as follows: the respondents are taking the SME’s credit at PD BPR Bank Bantul, residents in Bantul Regency, who are individual customers, who have been 2 years or more customer and have done 2 or more credit transactions. Data was collected through questionnaires distributed directly to the respondents and through the google form. Based on the results of the analysis, show that service quality  has no significant effect on customer satisfaction, customer relationship management  has a positive and significant effect on customer satisfaction, service quality  has no a positive and significant effect on customer loyalty, customer relationship management  has a positive and significant effect on customer loyalty  and customer satisfaction  has a positive and significant effect on customer loyalty. In conclusion this study accepts 3 hypotheses and rejects 2 hypotheses.

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

scholarly journals ANALISIS STRATEGI CUSTOMER RELATIONSHIP MANAGEMENT (CRM) PADA PEGADAIAN SYARIAH (Studi Kasus Pada Pegadaian Syariah Di Provinsi Jambi)

2019 ◽  
Vol 6 (1) ◽  
pp. 57-80
Author(s):  
Busriadi Busriadi ◽  
Muhammad Yasir Nasution ◽  
Saparuddin Siregar
Keyword(s):  
Structural Equation Model ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Relationship Management ◽  
Equation Model ◽  
Customer Relationship

Penelitian ini menganalisis perilaku nasabah berdasarkan kinerja Customer Relationship Management. Permasalahan penelitian merujuk pada fenomena bisnis PT. Pegadaian Syariah  (Persero) Tbk. Di Provinsi Jambi. permasalahan penelitian ini adalah bagaimana membangun kepuasan nasabah, sehingga loyalitas nasabah dapat tercapai sesuai harapan. Tujuan penelitian dirumuskan untuk mencari jawaban atas alur kinerja Customer Relationship Management. Permodelan yang dirumuskan pada penelitian ini bertujuan memberikan pemahaman yang kritis dalam konsep dan pengukuran manajemen hubungan pelanggan. Peneliti memasukan unsur kompetensi sumber daya manusia, mutu pelayanan, teknologi, dan kepuasan nasabah sebagai anteseden dan memiliki konsekuensi yang signifikan terhadap loyalitas nasabah. Penelitian ini mempergunakan 110 responden dan keseluruhan responden adalah nasabah PT. Pegadaian Syariah  (Persero) Tbk. Di Provinsi Jambi. Analisis data mempergunakan Structural Equation Model (SEM) dengan program komputer Amos 22. Hasil penelitian ini menunjukkan bahwa kompetensi sumber daya manusia tidak berdampak positip dan signifikan  terhadap kepuasan nasabah. Sementara itu Mutu pelayanan dan Teknologi berdampak positip dan signifikan terhadap kepuasan nasabah. Pengaruh kepuasan nasabah terhadap loyalitas juga berakibat positip. Masukan bagi manajemen yang bisa diambil dari penelitian customer relationship management ini adalah pendekatan yang berkaitan dengan dimensi mutu pelayanan dapat membantu manajer meningkatkan kepuasan nasabah dan loyalitas nasabah berbasis kinerja Customer Relationship Management.   Kata Kunci: Kompetensi Sumber Daya Manusia, Mutu Pelayanan, Teknologi, Kepuasan Nasabah, dan Loyalitas Nasabah Berdasarkan Kinerja Customer Relationship Management.

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