PENGARUH LOKASI DAN CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA PENGGUNAAN UANG ELEKTRONIK GOPAY (Studi Kasus Pelanggan Gopay, PT Dompet Anak Bangsa Regional Pasar Rebo, Jakarta Timur)

KURNIAWAN, WAWAN (2021) PENGARUH LOKASI DAN CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA PENGGUNAAN UANG ELEKTRONIK GOPAY (Studi Kasus Pelanggan Gopay, PT Dompet Anak Bangsa Regional Pasar Rebo, Jakarta Timur). S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to determine and analyze the effect of location and customer relationship management (CRM) on customer loyalty with customer satisfaction as an intervening variable in the use of Gopay electronic money (a case study of Gopay customers, PT Dompet Anak Bangsa regional Pasar Rebo, East Jakarta). The object of this research is Gopay users who use Gopay as a means of payment using electronic money. The method used in this research is descriptive and verification methods using 100 samples of respondents. The results of data processing were carried out using the PLS-SEM method with SmartPLS 3.0 software. The results showed that location, customer relationship management (CRM) and customer satisfaction have a positive and significant effect on customer loyalty. Where the highest t statistic is customer relationship management (CRM) of 7.502. Location variables and customer relationship management (CRM) indirectly have a positive and significant effect on customer loyalty through customer satisfaction as an intervening variable. Keyword : location, customer relationship management (CRM), customer satisfaction, customer loyalty, electronic money Penelitian ini bertujuan mengetahui dan menganalisis pengaruh lokasi dan customer relationship management (CRM) terhadap loyalitas pelanggan dengan kepuasan pelanggan sebagai variabel intervening pada penggunaan uang elektronik Gopay (studi kasus pelanggan Gopay, PT Dompet Anak Bangsa regional Pasar Rebo, Jakarta Timur). Objek pada penelitian yaitu pengguna Gopay yang menggunakan Gopay sebagai alat pembayaran menggunakan uang elektronik. Metode yang digunakan pada penelitian ini adalah metode deskriptif dan analisis jalur dengan menggunakan 100 sampel responden. Hasil dari olah data dilakukan dengan menggunakan metode PLS-SEM dengan bantuan software smartPLS 3.0. Hasil penelitian menunjukkan bahwa lokasi, customer relationship management (CRM) dan kepuasan pelanggan memiliki pengaruh positif dan signifikan terhadap loyalitas pelanggan. Yang mana t statistik tertinggi yaitu customer relationship management (CRM) sebesar 7.502. Variabel lokasi dan customer relationship management (CRM) scara tidak langsung memiliki pengaruh positif dan signifikan terhadap loyalitas pelanggan melalui kepuasan pelanggan sebagai variable intervening. Kata kunci : lokasi, customer relationship management (CRM), kepuasan pelanggan, loyalitas pelanggan, uang elektronik

Item Type: Thesis (S2)
NIM/NIDN Creators: 55118320030
Uncontrolled Keywords: lokasi, customer relationship management (CRM), kepuasan pelanggan, loyalitas pelanggan, uang elektronik
Subjects: 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 651 Office Services/Layanan Kantor
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.3 Personnel Management/Manajemen Personalia, Manajemen Sumber Daya Manusia, Manajemen SDM
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.5 Management of Production/Manajemen Produksi
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.7 Management of Supplies/Manajemen Persediaan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.8 Marketing, Management of Distribution/Marketing, Manajemen Distribusi
Divisions: Pascasarjana > Magister Manajemen
Depositing User: Dede Muksin Lubis
Date Deposited: 19 Feb 2022 08:23
Last Modified: 16 Jul 2024 03:27
URI: http://repository.mercubuana.ac.id/id/eprint/56042

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