scholarly journals The Effect of Service Quality and Customer Relationship Management Towards Customer Loyalty

2021 ◽  
Vol 1 (2) ◽  
pp. 339-345
Author(s):  
Lorenzo Yauwerissa ◽  
Jushua Sutanto Putra
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Likert Scale ◽  
Customer Relationship ◽  
Independent Variables ◽  
Sample Set ◽  
Research Analysis

This study aims to determine the effect of service quality and customer relationship management on customer loyalty at GTT Café Mojokerto. The population used is all consumers of GTT Café Mojokerto who have visited more than once, while the sample set by the researcher is 124 consumers who have visited at least twice. Data collection techniques in this study were taken by distributing questionnaires to customers who were there and measured based on a Likert scale. The variables used are service quality and customer relationship management as independent variables and customer loyalty as the dependent variable. Furthermore, the researcher processed the data using the SPSS 25 program to obtain significant results in the study. Based on the results of the research analysis, it is obtained the hypothesis that service quality has an effect on customer loyalty and customer relationship management has an effect on customer loyalty and the two variables simultaneously influence customer loyalty so that it can be said that all independent variables influence the dependent variable partially or simultaneously.

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%.

scholarly journals Pengaruh Brand Image, Service Quality, dan Customer Relationship Management Terhadap Customer Loyalty

2019 ◽  
Vol 3 (5) ◽  
pp. 56
Author(s):  
Samuel Hendy ◽  
Keni Keni
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Brand Image ◽  
Positive Impact ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Online Questionnaire ◽  
Coffee Shops

This research is being shown in order to learn how brand image, service quality and customer relationship management can affect customer loyalty one of these coffee shops in Jakarta. This research can be classified as quantitative and descriptive research which consist of primary data that being gather by online questionnaire, in other word survey. These coffee shops customer that located in Jakarta are the sample in this research. The data that has been gathered are being collected from 150 customers. As the result, this research shown from these coffee shops customer in Jakarta are 1) Brand image affect the customer loyalty in positive way. 2) Service quality give positive impact toward customer loyalty. 3) There are positive clout that customer relationship management give toward customer loyalty

scholarly journals Pengaruh Kualitas Pelayanan Dan Customer Relationship Management Terhadap Loyalitas Nasabah Pada Bank BRI

2020 ◽  
Vol 4 (02) ◽  
pp. 26-38
Author(s):  
Erline Erline ◽  
Boby Saputra
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Relationship Management ◽  
Positive Influence ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Branch Office

This study aims to determine whether service quality affects customer loyalty at BRI Bank Muara Teweh Branch. Does Customer Relationship Management affect customer loyalty at BRI Bank Muara Teweh Branch Office This research method uses the data analysis technique used, namely the analysis of Structural Equation Modeling from the IBM SPSS Statistics Amos version 20 program AMOS (Analysis of Moment Structures) analysis program Structural Equation Modeling (SEM) a covariance-based The results of this test show significant results with a CR value of 3.848> 1.96 and the p number is 0.000, this number is far below 0.05 so that H0 is rejected and H1 is accepted, which means that there is an influence between service quality on customer loyalty This test shows significant results with a CR value of 2.322> 1.96 and the p number is 0.006, this figure is far below 0.05 so that H0 is rejected and H1 is accepted, which means that there is an influence between customer relationship management on customer loyalty The results of the study concluded that service quality variables have a significant and positive influence on customer loyalty variables customer relationship management have a significant and positive influence on customer loyalty. For further researchers, it is suggested that the Muara Teweh branch of BRI bank improve the quality of their services to increase customer loyalty.  

scholarly journals Analisis pengaruh kualitas layanan, corporate image, dan customer relationship management terhadap loyalitas nasabah dengan kepuasan nasabah sebagai variabel intervening

2021 ◽  
Vol 1 (1) ◽  
pp. 37-51
Author(s):  
Krisna Issri Kuswandarini ◽  
Arna Asna Annisa
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Corporate Image ◽  
Customer Relationship ◽  
Primary Data ◽  
Branch Office ◽  
Positive Effect

This study aims to determine and analyze the influence of service quality, corporate image, and customer relationship management (CRM) on customer loyalty with customer satisfaction as an intervening variable (study at Bank Syariah Indonesia branch office Semarang). This research is a quantitative research using primary data. The analysis method uses a path analysis approach. The test results show that service quality, customer relationship management, and satisfaction positively affect loyalty. The corporate image does not affect loyalty. Service quality and corporate image have no positive effect on satisfaction. Customer relationship management has a positive effect on satisfaction. Path analysis test shows that the satisfaction variable acts as a mediation between the influence of service quality, corporate image, customer relationship management on customer loyalty at bank BSI branch office Semarang.

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 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 Customer Relationship Management dan Kualitas Layanan Terhadap Kepuasan dan Loyalitas Pelanggan Media Advertising di Samarinda

2020 ◽  
Vol 7 (2) ◽  
pp. 114
Author(s):  
Ade Saputri ◽  
Syarifah Hudayah ◽  
Zainal Abidin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Customer Relationship ◽  
Media Companies ◽  
Customer Satisfaction And Loyalty

The purpose of this study was to analyze the effect of customer relationship management and service quality on customer satisfaction and loyalty of advertising media companies in Samarinda. The population in this study were customers of advertising media companies in Samarinda. Using accidental sampling, the sample in this study was 100 respondents. The analysis in this study is path analysis with the SPSS program. The results showed that CRM has a positive and significant effect on customer satisfaction, CRM has a positive and significant effect on customer loyalty, service quality has a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer loyalty in advertising media in Samarinda city.

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.

Sign in / Sign up

Export Citation Format

Share Document