The Influence of Service Quality, Brand Image and Customer Relationship Management (CRM) on Customer Loyalty of Mini Market Customers in East Bekasi
| Autor: | Haris Maupa, Nurdjannah Hamid, Muhammad Lutfi Rizaldi, Dian Parawansa, Resti Hardini |
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| Rok vydání: | 2021 |
| Předmět: |
Service quality
Variables business.industry media_common.quotation_subject Business administration Customer relationship management Education Loyalty business model Variable (computer science) Linear regression Loyalty Value (economics) Developmental and Educational Psychology Business General Psychology media_common |
| Zdroj: | Psychology and Education Journal. 58:236-246 |
| ISSN: | 0033-3077 |
| Popis: | 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%. |
| Databáze: | OpenAIRE |
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