The Effect of Customer Relationship Management on Customer Satisfaction and Customer Loyalty

Haryandika, Dewa Made; Santra, I Ketut

doi:10.17358/ijbe.7.2.139

Cited by 17 publications

(20 citation statements)

References 3 publications

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“…Penelitian menggunakan metode analisis path. Menurut Sugiyono (2015) dalam Haryandika & Santra (2021), Analisis path (analisis jalur) diperlukan untuk menguji dan mendeskripsikan kesepadanan matriks korelasi menggunakan dua model hubungan atau lebih sebab akibat hipotesis yang telah ditetapkan sebelumnya. Sedangkan menurut Ghozali (2014) analisis jalur merupakan perluasan dari analisis regresi linier berganda dalam memperkirakan hubungan antar variabel yang telah ditentukan sebelumnya.…”

Section: Teknik Analisis Dataunclassified

“…Sedangkan menurut Ghozali (2014) analisis jalur merupakan perluasan dari analisis regresi linier berganda dalam memperkirakan hubungan antar variabel yang telah ditentukan sebelumnya. Analisis jalur digunakan untuk mengetahui hubungan antara tiga variabel atau lebih dalam menyetujui atau menolak hipotesis (Haryandika & Santra, 2021). Berdasarkan output validitas dapat dilihat bahwa nilai alpha cronbach seluruh variable bernilai > 0.60, sehingga layak disimpulkan bahwa kuesioner yang dipakai tiap-tiap item pernyataan variabel dinyatakan reliabel.…”

Section: Teknik Analisis Dataunclassified

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Analisis Faktor-Faktor Yang Memengaruhi Customer Loyalty

Effendi¹,

Yenita

2023

WidyaCipta

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Peningkatan jumlah penumpang Terminal Jatijajar Depok hanya terjadi pada peak season seperti: perayaan Natal, pergantian tahun, dan hari raya besar, namun di bulan-bulan lainnya nampak fluktuatif dan cenderung turun. Penelitian bertujuan untuk mengkaji faktor-faktor yang memengaruhi customer loyalty Terminal Jatijajar Depok. Penelitian termasuk dalam deskriptif kuantitatif. Data dianalisis menggunakan path analysis. Hasil membuktikan service quality tidak memengaruhi customer satisfaction and loyalty, tetapi berpengaruh pada customer trust. Customer experience tidak memengaruhi customer satisfaction and trust, tetapi mampu memengaruhi customer loyalty. Satisfaction tidak mampu memengaruhi customer loyalty. Trust memengaruhi customer loyalty. Service quality tidak memengaruhi loyalty dimediasi customer trust and satisfaction, tetapi customer experience mampu memengaruhi. The increase in passengers at the Jatijajar Depok Terminal only occurred during the peak season such as: Christmas celebrations, New Year's Eve, and major holidays, but in other months it seemed fluctuating and tended to decrease. The research will aim to examine the factors that influence loyalty. Research is included in the quantitative descriptive. Data analysis using path analysis. The results prove that service quality does not affect customer satisfaction and loyalty, but does affect customer trust. Customer experience does not affect customer trust and satisfaction, but can influence customer loyalty. Satisfaction is not able to influence customer loyalty. Trust affects customer loyalty. Service quality does not affect loyalty mediated by customer trust and satisfaction, but customer experience can influence it.

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Section: Teknik Analisis Dataunclassified

Analisis Faktor-Faktor Yang Memengaruhi Customer Loyalty

Effendi¹,

Yenita

2023

WidyaCipta

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“…According to Haryandika & Santra (2021); Bin-nashwan (2017); Sota et al (2018); Rahimi & Kozak (2017) the benefits of customer relationship management include the following the first one is building client loyalty Utilizing information from all client interactions including those made via the internet, through call centers, and with marketing and customer service representatives in the field is made possible by customer relationship management for businesses. The second one is the organization can consistently give clients with superior service because to the consistency and accessibility of information regarding consumer situations in the field, reducing expenses Through a targeted and focused marketing program strategy that is delivered to the right customer at the right time, the use of technology in customer relationship management can help reduce some costs for businesses.…”

Section: Customer Relationship Management (Crm)mentioning

confidence: 99%

The Influence Of Insurance Service Reputation, Customer Relationship Management, And Price Attractiveness On Insurance Service Customer Customer Experience: A Literature Review

Sukmawan

Zulganef

2023

ijbesd

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In the service industry, a positive company reputation will influence customers' decisions to choose that business for their insurance needs. This reputation is systematically built by upholding the importance of responsibility and engaging in open dialogue with clients to foster a sense of client loyalty to insurance services. Customer loyalty is significantly influenced by customer relationship management. The most crucial thing for management to do is to uphold trust and service standards so that clients are satisfied with the products and services the business offers. Price is not only significant to customer service but also a key indicator of service quality. Client experience can influence a customer's trust in a company. The purpose of this literature review is to provide an overview of previous research on the impact of insurance service reputation, customer relationship management, and price attractiveness on insurance service customers' experiences. The method used is a literature review, which is a study that collects, comprehends, analyzes, and then concludes national and international journals. The findings of this literature review show that there is a relationship between customer loyalty and customer experience and the reputation of insurance services. Additionally, there is a relationship between customer relationship management and price attractiveness on customer loyalty and customer experience.

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“…Based on the research gap mentioned above, the purpose of this study is to examine the effect of Employee Engagement on Innovative Work Behavior, which requires Creativity as a mediator, and the effect of Remote Working as a moderator in the Tourism Service Industry. It is hoped that this study can contribute to organizational management science and provide positive managerial implications for innovative human resource management in organizations (Haryandika & Santra, 2021).…”

Section: Introductionmentioning

confidence: 95%

Fostering innovative work behavior of employees in the tourism industry: Strategies for successful remote tourism during the COVID-19 pandemic

Rachman

Anindita

Izmi

et al. 2022

manaj. pemasar. jasa.

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Due to the COVID-19 Pandemic, in September 2020, the number of domestic and foreign tourists visiting Indonesia decreased by 88.9% to 153,498 people from 1.38 million people in the same period in 2019. The Research Objective is to examine the effect of Employee Engagement on Innovative Work Behavior, which requires Creativity as a mediator, and the effect of Remote Working as a moderator in the Tourism Service Industry. The study was carried out with the survey method using online questionnaires distributed from January 2022 to February 2022. The participants in this study are practitioners in the tourism service industry who are also members of the Indonesian Tourism Industry Association (GIPI). The participants came from 55 cities in Indonesia and worked remotely during the pandemic. First, this study shows good engagement with the employee does not increase innovative work behavior directly. Second, good employee engagement can increase creativity from the employee. Third, good employee creativity can foster innovative work behavior. Fourth, remote working does not moderate the correlation between employee engagement and creativity. Fifth, employee creativity mediates the correlation between employee engagement and innovative work behavior.

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The Effect of Customer Relationship Management on Customer Satisfaction and Customer Loyalty

Cited by 17 publications

References 3 publications

Analisis Faktor-Faktor Yang Memengaruhi Customer Loyalty

Analisis Faktor-Faktor Yang Memengaruhi Customer Loyalty

The Influence Of Insurance Service Reputation, Customer Relationship Management, And Price Attractiveness On Insurance Service Customer Customer Experience: A Literature Review

Fostering innovative work behavior of employees in the tourism industry: Strategies for successful remote tourism during the COVID-19 pandemic

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