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

Authors

  • Ratih Dewi Sumantri Master of Management, Universitas Mercubuana, Jakarta, Indonesia
  • Moch. Mukti Ali Master of Management, Universitas Mercubuana, Jakarta, Indonesia
  • Arissetyanto Nugroho Master of Management, Universitas Mercubuana, Jakarta, Indonesia

DOI:

https://doi.org/10.31933/dijemss.v1i4.209

Keywords:

Customer Relationship Management (CRM), Satisfaction, Loyalty

Abstract

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.

References

Dominici, G., & Guzzo, R. (2010).Customer Satisfaction in the hotel Industry-A case study of Sicily. International Journal of Marketing Studies, 2(2), 3-12
Kincaid, Judith W. (2003), Customer relationship Management dalam menjalin hubungan dengan pelanggan. Prentice Hall
Kristina L. Anderson (2002), “ Customer Relationship Managemeent”, Mc, Graw Hill
Lukas (2001), Customer Relationship Management & Loyalitas Pelanggan, Semarang, Univ. Diponegoro
Widjaja (2008) “ Pengertian Customer Loyalty “www.Google.com. Kementerian ketenaga kerjaan “ Bankir yang bekerja di sektor perbankan di Indonesia, 2018, Jakarta

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Published

2020-04-09

How to Cite

Dewi Sumantri, R., Mukti Ali, M. ., & Nugroho, A. . (2020). ANALYSIS OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) INFLUENCE ON SATISFACTION AND ITS IMPACT ON CONSUMER LOYALTY OF PT. RAHARJA DUTA SOLUSINDO. Dinasti International Journal of Education Management And Social Science, 1(4), 437–447. https://doi.org/10.31933/dijemss.v1i4.209

Issue

Vol. 1 No. 4 (2020): Dinasti International Journal of Education Management and Social Science (April - May 2020)

Section

Articles

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