scholarly journals Pengaruh Customer Relationship Management (CRM), Customer Value serta Kepercayaan terhadap Loyalitas Kepuasan Nasabah

2019 ◽  
Vol 2 (2) ◽  
pp. 281-291
Author(s):  
Imam Fatoni ◽  
Nyoman Sockarini
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Customer Value ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Data Processing Method ◽  
Customer Purchases ◽  
Determining Factor

Customer satisfaction can be a determining factor in increasing customer purchases of a product and service. This study aims to determine the effect of variable customer relationship management, customer value, trust and customer satisfaction on customer loyalty PT.Adira Finance Jember. The data used in this study is primary data. Data processing method uses path analysis method with the help of SPSS 24 analysis tools.. The results showed that the variable customer relationship management, customer value, trust and customer satisfaction influence the customer loyalty of PT.Adira Finance Jember either directly or indirectly Keywords: CRM, Customer Value, Trust, Customer Satisfaction, Customer Loyalty

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 The Impact of Customer Relationship Management Quality and Company Reputation toward the Antecedent of Customer Loyalty during COVID-19 Pandemic

2021 ◽  
Vol 3 (2) ◽  
pp. 236-259
Author(s):  
Victor Gunawan ◽  
Rifelly Dewi Astuti ◽  
Yosman Bustaman
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Customer Value ◽  
Relationship Management ◽  
Mediating Effect ◽  
Customer Relationship ◽  
Heavy Equipment ◽  
Company Reputation

This study objective was found the interrelationships among service evaluation, that is service quality, customer satisfaction, and customer value, with customer loyalty through mediating roles of customer relationship management (CRM) quality, and moderating roles of company reputation in the heavy equipment industry in the middle of COVID-19 pandemic. Also investigate the most critical domains of service quality, customer satisfaction and customer value considered by customers in the heavy equipment and the connection among service quality, customer value and customer satisfaction toward customer loyalty by interlinking customer relationship management (CRM) quality and moderating effect of company reputation variable. In this research, there are several variables correlated with customer loyalty, CRM Quality and Company Reputation. Data were gathered from 259 customer, had transaction unit heavy equipment and its product support in the time of COVID-19 pandemic, by using SPSS and SmartPLS. The data is processed and analyze through structural equation model (SEM). The research found service quality and customer satisfaction variables were not influenced customer loyalty and the mediating effect of CRM quality on relationship between service quality toward customer loyalty were not supported too. Although, customer satisfaction has strong correlation to customer loyalty and the mediating effect is supported in the middle of COVID-19 pandemic. In addition, this research also found moderating effect of company reputation is significance on relationship service quality, customer value, and customer satisfaction toward CRM quality, even if the correlation is reverse relationship. The research discusses important implications considering the effect of service quality, customer satisfaction and mediated by CRM quality toward customer loyalty and improving company reputation as moderated effect to strengthen customer relationship management quality. 

scholarly journals PENGARUH KUALITAS LAYANAN, NILAI PELANGGAN, CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (STUDI PADA PT. BPR PRIMA MULTI MAKMUR)

2021 ◽  
Vol 11 (2) ◽  
pp. 152
Author(s):  
Mochammad Faisal Fadli
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Customer Value ◽  
Census Data ◽  
Relationship Management ◽  
Customer Relationship ◽  
Significant Positive Effect ◽  
Positive Effect

This study aims to determine the effect of Service Quality, Customer Value, Customer Relationship Management (CRM) on Customer Satisfaction and Customer Loyalty of PT. BPR Prima Multi Makmur. The population is 88 customers with the sampling technique used is the census. Data obtained by using a questionnaire and documentation. The data analysis technique uses path analysis. The results showed that the Customer Value Variable (X2) had a significant and positive influence on the Customer Satisfaction variable (Y1). The Service Quality variable (X1) has a significant positive effect on the Customer Loyalty variable (Y2). The Customer Value variable (X2) has a significant positive effect on the Customer Loyalty variable (Y2). The CRM variable (X3) has a significant positive effect on the Customer Loyalty variable (Y2). The Customer Satisfaction variable (Y1) has a significant positive effect on the Customer Loyalty variable (Y2). Based on the research conclusions, it can be suggested the following: The company, in this case PT. BPR Prima Multi Makmur, must pay attention to the significant pathways in this research in order to add and retain customers better

scholarly journals Customer Relationship Management In Banking Sector Case Study Of Conventional Banks

2021 ◽  
Vol 2 (6) ◽  
pp. 2136-2142
Author(s):  
Dennis Rydarto Tambunan ◽  
Heru Kreshna Reza ◽  
Melly Susanti ◽  
Sabri
Keyword(s):  
Customer Relationship Management ◽  
Financial Services ◽  
Customer Value ◽  
Banking Sector ◽  
Relationship Management ◽  
Secondary Data ◽  
Customer Relationship ◽  
Primary Data ◽  
Public Sector Banks ◽  
Conventional Banks

The importance of Customer Relationship Management (CRM) to help businesses acquire new customers, retain existing ones and maximize their lifetime value. This paper discusses the role of Customer Relationship Management in 4 bank units and the need for Customer Relationship Management to increase customer value by using several analytical methods in CRM applications. This paper attempts to identify the technological revolution witnessed by commercial banks and to what extent it has benefited banks to build better customer relationship management (CRM) services between public sector banks and private sector banks. The purpose of this study is 1) to analyze customer opinions about bank CRM in relation to service quality management. 2) To find out the customer's opinion about the bank's CRM on customer relationship management. This study uses primary and secondary data. Primary data will be collected by distributing structured questionnaires to conventional banks (Private and Government). Secondary data will be collected from records published by the financial services authority (OJS), standard textbooks and published research papers, and through web information. The primary data required will be collected from 6 banks in Bengkulu. In addition to collecting information from banks, it also collects information from the general public who have bank accounts.  

The Role of Brand Loyalty on CRM Performance

2015 ◽  
pp. 413-446 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Brand Loyalty ◽  
Customer Value ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Performance ◽  
Business Goals ◽  
Positive Effect

This chapter introduces the framework and causal model of customer value, customer satisfaction, brand loyalty, and customer relationship management performance in terms of the innovative manufacturing and marketing solutions. It argues that dimensions of customer value, customer satisfaction, and brand loyalty have mediated positive effect on customer relationship management performance. Furthermore, brand loyalty positively mediates the relationships between customer value and customer relationship management performance and between customer satisfaction and customer relationship management performance. Customer value is positively correlated with customer satisfaction. Understanding the theoretical learning is beneficial for organizations aiming to increase customer relationship management performance and achieve business goals.

scholarly journals The Influence of Service Quality, Brand Image and Customer Relationship Management (CRM) on Customer Loyalty of Mini Market Customers in East Bekasi

2021 ◽  
Vol 58 (1) ◽  
pp. 236-246
Author(s):  
Resti Hardini Et al.
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Brand Image ◽  
Relationship Management ◽  
Positive Influence ◽  
Customer Relationship ◽  
Primary Data ◽  
Test Results ◽  
Regression Methods

The Influence of Service Quality, Brand Image and Customer Relationship Management on Indomaret mini market customer loyalty in Pedurenan, East Bekasi areobjectives of this study. In this study using primary data by distributing questionnairessample used was 100 respondents. Results of calculations using multiple regression methods obtained byresults of a standardized regression, namely Y = 3.316 + 0.338X1 + 0.298X2 + 0.222X3. Service Quality variable (X1) gavelargest contribution of 0.338 andBrand Image variable contributed 0.928 and CRM contributed 0.222 to Loyalty. F test results showed thatindependent variables used in this study were able to explainvariation ofdependent variable changes namely Loyalty soit can be stated thatmodel developed in this study was feasible. Independent variables have a significant and positive influence on loyalty. R square value shows thatpercentage ofindependent variables on Loyalty with R square value obtained by 50.2%.

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