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All Journal Income Journal of Economics Development
Aziyah Miftakhatun Jannah
Universitas Bina Sarana Informatika
Economics, Econometrics & Finance

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Pengaruh Customer Relationship Management dan Kualitas Pelayanan terhadap Loyalitas Pelanggan pada PT Sinar Biru Sentosa, Jakarta Aziyah Miftakhatun Jannah; Mahmud Syarif; Desy Tri Anggarini
Income Journal Of Economics Development Vol. 6 No. 2 (2026): July 2026
Publisher : Pustaka Digital Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54065/ijed.6.2.2026.880

Abstract

This study aims to examine the influence of Customer Relationship Management and service quality on customer loyalty at PT Sinar Biru Sentosa, Jakarta, both partially and simultaneously. The study was motivated by the phenomenon of fluctuating customer loyalty, evidenced by a decline in repeat purchase frequency and an increase in customer complaints regarding delivery delays and suboptimal service responsiveness. A quantitative approach was employed using multiple linear regression analysis assisted by SPSS 26 software. The study population comprised all 133 active customers of PT Sinar Biru Sentosa, Jakarta, with a sample of 100 respondents determined using Slovin's formula via simple random sampling. The findings indicate that Customer Relationship Management has a positive and significant effect on customer loyalty, with a significance value of 0.000 (< 0.05). Conversely, service quality does not show a significant effect on customer loyalty, with a significance value of 0.498 (> 0.05). Simultaneously, Customer Relationship Management and service quality significantly influence customer loyalty, contributing 15.6%, while the remainder is influenced by factors outside the scope of this study model.
Co-Authors Desy Tri Anggarini Mahmud Syarif