SURYANI, SURYANI (2016) PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM), KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN TERHADAP LOYALITAS KONSUMEN (Studi Kasus: PT. SUMATRACO). S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
This study aims to determine the effect of customer relationship management, service quality, and customer satisfaction on customer loyalty at PT. Sumatraco. The research method used is descriptive and causal. This study uses observation and questionnaire. Research respondents were 71 samples to consumers of PT. Sumatraco as the respondent. The sampling technique is using the retrieval technique using stratified random sampling. For analysis using multiple regression analysis. The results showed that Customer Relationship Management has a significant positive effect on Customer Loyalty. Quality of service significantly influence Customer Loyalty. Consumer satisfaction has a significant positive effect on Consumer Loyalty. The results showed that together Customer Relationship Management, Service Quality and Customer Satisfaction have a significant positive effect on Consumer Loyalty. The results showed that simultaneously Customer Relationship Management, Service Quality, and Customer Satisfaction have a positive influence on Consumer Loyalty. This means that 13.9% consumer loyalty can be explained by CRM variables, service quality, and customer satisfaction together Keywords: Customer Relationship Management (CRM), Service Quality, Customer satisfaction, customer loyalty. Penelitian ini bertujuan untuk mengetahui pengaruh customer relationship management, kualitas pelayanan, dan kepuasan konsumen terhadap loyalitas konsumen pada PT. Sumatraco. Metode penelitian yang digunakan adalah deskriptif dan kausal. Penelitian ini menggunakan observasi dan kuesioner. Responden penelitian sebanyak 71 sampel pada konsumen PT. Sumatraco sebagai responden. Teknik pengambilan sampel menggunakan teknik pengambilan dengan menggunakan stratified random sampling. Untuk analisis menggunakan analisis regresi berganda. Hasil penelitian menunjukkan bahwa Customer Relationship Management berpengaruh positif signifikan terhadap Loyalitas Pelanggan. Kualitas pelayanan berpengaruh signifkan terhadap Loyalitas Pelanggan. Kepuasan konsumen berpengaruh positif signifikan terhadap Loyalitas Konsumen. Hasil penelitian menunjukkan bahwa secara bersama-sama Customer Relationship Management, Kualitas Pelayanan dan Kepuasan konsumen berpengaruh positif signifikan terhadap Loyalitas Konsumen. Hasil penelitian menunjukkan bahwa secara bersama-sama (simultan) Customer Relationship Management, Kualitas Pelayanan, dan Kepuasan konsumen berpengaruh positif ignifikan terhadap Loyalitas Konsumen. Hal ini berarti 13,9% loyalitas konsumen dapat dijelaskan oleh variabel CRM, kualitas pelayanan, dan kepuasan konsumen secara bersama-sama. Kata kunci: Customer Relationship Management (CRM), Kualitas Pelayanan, kepuasan Konsumen, Loyalitas konsumen .
| Item Type: | Thesis (S2) |
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| Call Number CD: | CDT-553-16-038 |
| NIM/NIDN Creators: | 55314120011 |
| Uncontrolled Keywords: | Customer Relationship Management (CRM), Kualitas Pelayanan, kepuasan Konsumen, Loyalitas konsumen , Customer Relationship Management (CRM), Service Quality, Customer satisfaction, customer loyalty. MTI, MAGISTER TEKNIK INDUSTRI |
| Subjects: | 600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik |
| Divisions: | Pascasarjana > Magister Teknik Industri |
| Depositing User: | ORYZA LUVITA |
| Date Deposited: | 18 Mar 2022 03:05 |
| Last Modified: | 07 Jul 2022 04:00 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/58278 |
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