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

Autor:	Arissetyanto Nugroho, Ratih Dewi Sumantri, Moch. Mukti Ali
Rok vydání:	2020
Předmět:	Survey methodology business.industry Consumer loyalty media_common.quotation_subject Business administration Loyalty Customer satisfaction Customer relationship management business Structural equation modeling LISREL Loyalty business model media_common
Zdroj:	Dinasti International Journal of Education Management And Social Science. 1:437-447
ISSN:	2686-6331 2686-6358
DOI:	10.31933/dijemss.v1i4.209
Popis:	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.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::f050a070cdbbc3fe4e3940b9b89cb1b5 https://doi.org/10.31933/dijemss.v1i4.209 Zobrazit plný text záznamu