scholarly journals PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN PADA PT PELABUHAN INDONESIA IV (Persero) CABANG AMBON

2021 ◽  
Vol 3 (1) ◽  
pp. 66-70
Author(s):  
Thasya Safira ◽  
Muhammad Yusuf Saleh ◽  
Hasanuddin Remmang
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Indirect Effect ◽  
Relationship Management ◽  
Regression Equation ◽  
Customer Relationship ◽  
Coefficient Of Determination ◽  
Test Results ◽  
Marketing Activities

Persaingan bisnis semakin ketat mengakibatkan banyak perusahaan harus mampu mengetahui dan memenuhi keinginan atau kebutuhan para pelanggan dengan tepat. Tingkat persaingan yang begitu ketat mengakibatkan banyak perusahaan tidak lagi memfokuskan aktifitas pemasaran semata-semata pada pencarian pembeli/pelanggan baru, namun sudah pada bagaimana mempertahankan serta meningkatkan kesetiaan pelanggan. strategi yang mampu menjembatani antara pelanggan dan perusahaan terutama dalam hal kepuasan dan loyalitas adalah dengan menerapkan konsep yang disebut dengan Customer Relationship Management (CRM). Penelitian ini bertujuan untuk mengetahui pengaruhnya CRM baik terhadap kepuasan maupun loyalitas secara parsial serta mengetahui pengaruhnya CRM secara tidak langsung terhadap loyalitas melalui kepuasan pelanggan sebagai variable intervening dengan penarikan sampel sebanyak 60 orang atau pelanggan. Berdasarkan hasil pengujian koefisien determinasi diketahui adanya pengaruh CRM terhadap kepuasan pelanggan sebesar 20,5% dan 79,5% sisanya di pengaruhi variable lain yang tidak diangkat dalam penelitian ini. Sedangkan hasli pengujian koefisien determinasi pada persamaan regresi ke dua bahwa variable CRM dan kepuasan pelanggan mempengaruhi tingkat loyalitas pelanggan sebesar 44,8% dan sisanya 55,2% dipengaruhi oleh variable lain yang tidak diangkat dalam penelitian ini. Namun hasil pengujian variable intervening menunjukkan bahwa kepuasan pelanggan tidak menjadi variable intervening diantara CRM dan loyalitas pelanggan. Business competition is getting tighter, so that many companies must be able to know and fulfill the wants or needs of their customers precisely. The level of competition is so tight that many companies no longer focus their marketing activities solely on finding new buyers / customers, but on how to maintain and increase customer loyalty. The strategy that is able to bridge between customers and companies, especially in terms of satisfaction and loyalty, is to apply a concept called Customer Relationship Management (CRM). This study aims to determine the effect of CRM both on satisfaction and loyalty partially and to know the indirect effect of CRM on loyalty through customer satisfaction as an intervening variable by drawing a sample of 60 people or customers. Based on the results of testing the coefficient of determination, it is known that the effect of CRM on customer satisfaction is 20.5% and the remaining 79.5% is influenced by other variables which are not addressed in this study. While the test results of the coefficient of determination in the second regression equation show that the CRM variable and customer satisfaction affect the level of customer loyalty by 44.8% and the remaining 55.2% is influenced by other variables which are not raised in this study. However, the results of testing the intervening variable show that customer satisfaction is not an intervening variable between CRM and customer loyalt.

scholarly journals MODEL LOYALITAS PELANGGAN BERBASIS CUSTOMER RELATIONSHIP MANAGEMENT (Studi Kasus pada Usaha Distro Districtsides dan Smith Semarang)

2017 ◽  
Vol 18 (2) ◽  
pp. 119
Author(s):  
Agustina Maulidatur Rika
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Test Results ◽  
Brand Trust ◽  
Validity And Reliability ◽  
Minimum Age

This study aimed to describe and analyze the effect of customer relationship managementon customer loyalty to the brand trust and customer satisfaction as an intervening variable.The population used is that consumers who buy at Distro Districtsides and Smith Semarang.By using purposive sampling technique, which specializes in consumer buying in distributionsDistrictsides and Smith Semarang minimum age of 20 years and above, then obtaineda sample size of 100 respondents. A tool of analysis is path analysis with SPSS, wherepreviously tested the validity and reliability and classic assumption test. The test results indicateCustomer Relationship Management positive and significant impact on brand trust. CustomerRelationship Management has a positive and significant impact on customer satisfaction. Thetrust has a positive and significant impact on customer satisfaction. Customer RelationshipManagement, brand trust and gratification of customers also have a positive and significantimpact on customer loyalty. The test results Sobel test shows that brand trust is able to becomean intervening variable between Customer Relationship Management to customer satisfaction.Customer satisfaction is able to become an intervening variable between brand trust andloyalty of customers. Brand trust is able to become an intervening variable between CustomerRelationship Management on customer loyalty. Customer satisfaction is able to be variableintervening between Customer Relationship Management on customer loyalty.Keywords: Customer Relationship Management, brand trust, customer satisfaction andcustomer loyalty

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%.

Mobile Customer Relationship Management

2017 ◽  
pp. 309-321
Author(s):  
Tolga Dursun ◽  
Süleyman Çelik
Keyword(s):  
Customer Satisfaction ◽  
Communication Technology ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Marketing Activities ◽  
Management Concept

Electronic platforms provide many advantages both customers and companies due to development of communication technology. Today almost every people have smartphones and tablets. Thus mobile customer relationship management became an significant concept for generating long-term relationships and increasing customer satisfaction, retention and loyalty. In addition companies use mobile CRM to facilitate salespeople for better performance in marketing activities. M-CRM offers interactive relationships between firms and companies. In this study, we define what is customer relationship management and origins of CRM. After that we stated electronic customer relationship management concept and finally we mentioned about mobile CRM especially benefits and characteristics of it.

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.

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