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All Journal Jurnal MEKANIKAL Equator Journal of Management and Entrepreneurship Jurnal Ekonomi, Bisnis dan Kewirausahaan (JEBIK) EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Alhadharah: Jurnal Ilmu Dakwah JMM (Jurnal Masyarakat Mandiri) Journal Of Management Science (JMAS) International Journal of Economics, Business and Accounting Research (IJEBAR) eCo-Buss Journal of Enterprise and Development (JED) Jurnal Kajian Gender dan Anak Enrichment : Journal of Management Community Development Journal: Jurnal Pengabdian Masyarakat Jurnal Al-Irsyad: Jurnal Bimbingan Konseling Islam Studi Ilmu Manajemen dan Organisasi MANAJERIAL: Jurnal Inovasi Manajemen dan Supervisi Pendidikan Alhadharah: Jurnal Ilmu Dakwah JUANGA: Jurnal Agama dan Ilmu Pengetahuan eCo-Fin Jurnal Ilmiah Manajemen, Bisnis dan Kewirausahaan JAMBURA: JURNAL ILMIAH MANAJEMEN DAN BISNIS Journal of Management and Digital Business Jurnal Ilmu Manajemen Mulawarman (JIMM) JIM: Jurnal Ilmiah Mahasiswa Pendidikan Sejarah Jurnal Bisnis dan Kewirausahaan AGROTEKBIS: Jurnal Ilmu Pertanian Jurnal Multidisiplin Indonesian Journal of Electronics, Electromedical Engineering, and Medical Informatics Jurnal Ilmu Kesehatan dan Psikologi Journal of Primary Education Ulil Albab Primary Journal of Multidisciplinary Research
Heriyadi, Heriyadi
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Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Materials Science & Nanotechnology Mathematics Mechanical Engineering Medicine & Pharmacology Nursing Public Health Social Sciences Other

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Journal : Jurnal Multidisiplin

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The Influence Of Customer Relationship Management On Customer Satisfaction And Loyalty At Pusat Cantik, Pontianak City Priskila, Priskila; Pebrianti, Wenny; Heriyadi, Heriyadi
Jurnal Multidisiplin Vol. 1 No. 4 (2025): June
Publisher : CV. Utami

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70963/jm.v1i4.263

Abstract

This study aims to analyze the influence of Customer Relationship Management (CRM) on customer loyalty with customer satisfaction as a mediating variable at Pusat Cantik Store in Pontianak. The study employs a quantitative approach using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method and involves 100 respondents who are active customers of the store. The analysis results indicate that CRM has a significant influence on both customer satisfaction and customer loyalty. Furthermore, customer satisfaction is proven to have a significant impact on customer loyalty. The mediation test reveals that customer satisfaction acts as a partial mediator in the relationship between CRM and customer loyalty. This research provides a theoretical contribution to the development of customer loyalty models and practical implications for retail business actors in building and maintaining long-term relationships with customers through enhanced satisfaction.
Co-Authors Ahmad Salahuddin Ahmad Shalahuddin, Ahmad Ahmad Suriansyah AHMADI Al Vayyed Shalatar Barqah Djus Al-Idrus, Fatimah Azzhara Amelia, Fadillah Rizky Ana Fitriana Anwar Azazi Ardiansyah, Fito Astrella Callista Putri Raharjo Astuti, Rindi Aulia Suhesty Azhar Baras, Theresa Putri Yunita Barkah, Barkah Cahyadi, Muhammad Byan Farreldipo Daniel Happy Putra Daud, Ilzar Endah Mayasari Erna Listiana Giriati, Giriati Goyovi, Julia Hamzan Wadi Hamzanwadi Handayani, Sri Hanifah Rahmi Fajrin, Hanifah Rahmi Helma Malini Helma Malini, Helma Ikram Yakin Iqbal*, Muhammad Juliani, Harisa Juniwati Juniwati Kalis, Maria Christiana Iman Kamaaluddin, Kamaaluddin Karsim, Karsim Khairil Anwar Kusmiran, Ari Hardi Lay, Nico Yudhinata M. Irfani Hendri Maria Christiana Iman Kalis Maria Magdalena Meliani, Azzalia Miranti Rasyid Moch. Iqbal, Moch. Muchsin Muchsin Muh Ali Bagas Muhammad Afif Muhammad Iqbal Mustika, Uray Ndaru Mu`az, Lalu Nur Alam Nur Ikhsanida, Zhackya Oktavianto, Angga Pamungkas, Angga Suda Pane, Gina Sonya Pardede, Kaleb El Nusa Pramana Saputra Pricilla, Maria Olivia Priskila, Priskila Purmono, Bintoro Bagus Putri, Yuliani Alfiani Villye Adriani Rahmi, Indriati Ramadania Ramadania, Ramadania Rizani Ramadhan Riztika, Dheanisa Tri Robiansyah, Robiansyah Saputra, Egi Septian Palma Ariany Sulistiawan, Edi Sulistiowati Sulistiowati Syahbandi Syahbandi Syahputri, Anggraini Titik Rosnani Trisnawati, Weni Vanessa, Vivian Wendy Wenny Pebrianti Wisnu Kartika, Wisnu Wulansari, Dinda Marsela ZA, Saida Zainurossalamia