THE INFLUENCE OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM), DIMENSION OF SERVICE QUALITY, CUSTOMER VALUE ON CUSTOMER LOYALTY WITH CUSTOMER SATISFACTION AS INTERVENING VARIABLES

Anggun Nirwana; Imanda Firmantyas Putri Pertiwi

doi:10.18326/jiem.v2i2.74-82

ScienceGate Book Chapters

JOURNAL ARTICLE

THE INFLUENCE OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM), DIMENSION OF SERVICE QUALITY, CUSTOMER VALUE ON CUSTOMER LOYALTY WITH CUSTOMER SATISFACTION AS INTERVENING VARIABLES

Anggun Nirwana Imanda Firmantyas Putri Pertiwi

Year: 2022 Journal: Journal of Islamic enterpreneurship and Management Vol: 2 (2)Pages: 74-82

DOI: 10.18326/jiem.v2i2.74-82

Get Full-Text PDF Get Analytical Report

Abstract

Penelitian ini bertujuan mengetahui pengaruh Customer Relationship Management (CRM), Dimensi Of Service Quality, dan Customer Value terhadap Customer Loyalty dengan Customer Satisfaction sebgai Variabel Intervening. Pengumpulan data dilakukan dengan cara amneyebar kuisioner kepada nasabah BSI KC Salatiga sebanyak 100 responden penenlitian ini menggunakan metode kuantitatfi dengan teknik accident sampling yang merupakan salah satu teknik pengumpulan data. Data yang diperoleh lalu diolah dengan cara alat bantu berupa IBM SPSS Staistic 25. Adapun tekknik analisis ini meliputi uji reliabilitas, uji validitas, uji asumsi klasik, uji statistik dan uji ipath analisis.

Keywords:

Business Service quality Loyalty business model Customer satisfaction Customer retention Customer advocacy Customer delight Customer equity Marketing Customer intelligence Service (business)

Metrics

Cited By

0.00

FWCI (Field Weighted Citation Impact)

Refs

0.24

Citation Normalized Percentile

Is in top 1%

Is in top 10%

Topics

Customer Service Quality and Loyalty

Social Sciences → Business, Management and Accounting → Organizational Behavior and Human Resource Management

Consumer Behavior and Marketing Influence

Social Sciences → Business, Management and Accounting → Marketing

Employee Performance and Motivation

Social Sciences → Business, Management and Accounting → Organizational Behavior and Human Resource Management

THE INFLUENCE OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM), DIMENSION OF SERVICE QUALITY, CUSTOMER VALUE ON CUSTOMER LOYALTY WITH CUSTOMER SATISFACTION AS INTERVENING VARIABLES

Abstract

Metrics

Topics

Related Documents

Pengaruh Service Quality dan Customer Relationship Management (CRM) terhadap Customer Loyalty yang dimediasi Customer Satisfaction

Pengaruh Customer Relationship Management (CRM) dan Service Quality terhadap Customer Loyalty Melalui Customer Satisfaction Pelanggan Indomaret

Pengaruh Service Quality, Customer Relationship Management, dan Customer Satisfaction terhadap Customer Loyalty

Analisis Pengaruh Customer Relationship Management (CRM) Terhadap Customer Satisfaction dan Customer Loyalty

Customer relationship management, customer satisfaction and customer loyalty: Basis for CRM consolidated framework