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All Journal CENDEKIA : Jurnal Ilmu Pengetahuan
Maria Magdalena Bate’e
Program Studi Manajemen, Fakultas Ekonomi, Universitas Nias
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PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP LOYALITAS PELANGGAN DI BENGKEL MOBIL UD. GLEN MOTOR KOTA GUNUNGSITOLI Syukur Haryaman Telaumbanua; Maria Magdalena Bate’e; Jeliswan Berkat Iman Jaya Gea; Robin Markus Putra Waruwu
CENDEKIA: Jurnal Ilmu Pengetahuan Vol. 6 No. 4 (2026)
Publisher : Pusat Pengembangan Pendidikan dan Penelitian Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51878/cendekia.v6i4.15662

Abstract

ABSTRACT Customer relationship management is an important aspect for automotive repair businesses seeking to retain customers amid increasing competition in the service industry. This study aims to analyze the effect of Customer Relationship Management (CRM) on customer loyalty at UD. Glen Motor Auto Repair Shop in Gunungsitoli City. The study employed a quantitative approach, with primary data collected through a questionnaire using a Likert scale. The study population consisted of 862 customers who used the workshop’s services throughout 2024. A total of 90 respondents were selected using purposive sampling based on predetermined criteria. The data were analyzed using simple linear regression with the assistance of IBM SPSS Statistics software, following normality and linearity tests. The regression analysis yielded the equation Y = 29.314 + 0.624X, indicating a positive relationship between CRM and customer loyalty. The coefficient of determination (R²) of 0.447 indicates that CRM explains 44.7% of the variation in customer loyalty, while the remaining variation is associated with factors outside the research model. The hypothesis test produced a calculated t-value of 8.426, exceeding the critical t-value of 1.987, with a p-value of less than 0.001. These findings support the conclusion that CRM has a positive and statistically significant effect on customer loyalty in the context of this study. Therefore, the workshop is advised to strengthen customer data management, service communication, and complaint follow-up consistently. ABSTRAK Pengelolaan hubungan pelanggan menjadi salah satu aspek yang perlu diperhatikan oleh usaha jasa bengkel mobil untuk mempertahankan pelanggan di tengah persaingan layanan otomotif. Penelitian ini bertujuan menganalisis pengaruh Customer Relationship Management (CRM) terhadap loyalitas pelanggan di Bengkel Mobil UD. Glen Motor Kota Gunungsitoli. Penelitian menggunakan pendekatan kuantitatif dengan pengumpulan data primer melalui kuesioner berskala Likert. Populasi penelitian mencakup 862 pelanggan yang menggunakan jasa bengkel sepanjang tahun 2024. Sebanyak 90 responden dipilih menggunakan teknik purposive sampling berdasarkan kriteria yang telah ditetapkan. Data dianalisis melalui regresi linear sederhana dengan bantuan perangkat lunak IBM SPSS Statistics, setelah dilakukan pengujian asumsi normalitas dan linearitas. Hasil analisis menghasilkan persamaan regresi Y = 29,314 + 0,624X, yang menunjukkan hubungan positif antara CRM dan loyalitas pelanggan. Nilai koefisien determinasi sebesar 0,447 mengindikasikan bahwa CRM menjelaskan 44,7% variasi loyalitas pelanggan, sedangkan sisanya berkaitan dengan faktor di luar model penelitian. Uji hipotesis menghasilkan nilai t hitung sebesar 8,426, lebih besar daripada t tabel sebesar 1,987, dengan nilai p < 0,001. Hasil tersebut mendukung kesimpulan bahwa CRM berpengaruh positif dan signifikan terhadap loyalitas pelanggan dalam konteks penelitian ini. Oleh karena itu, bengkel disarankan memperkuat pengelolaan data pelanggan, komunikasi layanan, dan tindak lanjut keluhan secara konsisten.
ANALISIS PENGARUH KINERJA KEUANGAN TERHADAP HARGA SAHAM PERUSAHAAN SEKTOR CONSUMER NON-CYCLICALS YANG TERCATAT DI BURSA EFEK INDONESIA PERIODE TAHUN 2022–2024 Berlian Giawa; Fakta Solala Zebua; Maria Magdalena Bate’e; Serniati Zebua
CENDEKIA: Jurnal Ilmu Pengetahuan Vol. 6 No. 4 (2026)
Publisher : Pusat Pengembangan Pendidikan dan Penelitian Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51878/cendekia.v6i4.15663

Abstract

ABSTRACT Stock prices reflect investors’ assessments of a company’s financial condition and future prospects, including its ability to manage liquidity, capital structure, and profitability. This study aims to examine the effects of the Current Ratio (CR), Debt to Equity Ratio (DER), and Return on Equity (ROE) on the stock prices of companies in the consumer non-cyclicals sector listed on the Indonesia Stock Exchange during the 2022–2024 period. A quantitative approach was employed using secondary data obtained from companies’ annual financial statements. The sample was selected using purposive sampling, yielding a total of 133 observations. The data were analyzed using multiple linear regression with IBM SPSS Statistics. The partial test results indicate that CR has a positive but statistically insignificant effect on stock prices, with a significance value of 0.974. DER exhibits a negative and statistically insignificant effect, with a significance value of 0.927. In contrast, ROE has a positive and statistically significant effect on stock prices, with a reported significance value of 0.000. Simultaneously, CR, DER, and ROE have a statistically significant effect on stock prices, with an F-statistic of 16.400 and a significance value of 0.000. The Adjusted R Square of 25.9% indicates that the model has limited explanatory power. These findings highlight profitability as a relevant indicator for explaining stock prices within the study sample. ABSTRAK Harga saham mencerminkan penilaian investor terhadap kondisi dan prospek perusahaan, termasuk kemampuan perusahaan dalam mengelola likuiditas, struktur pendanaan, dan profitabilitas. Penelitian ini bertujuan menganalisis pengaruh Current Ratio (CR), Debt to Equity Ratio (DER), dan Return on Equity (ROE) terhadap harga saham perusahaan sektor consumer non-cyclicals yang terdaftar di Bursa Efek Indonesia selama periode 2022–2024. Penelitian menggunakan pendekatan kuantitatif dengan memanfaatkan data sekunder dari laporan keuangan tahunan perusahaan. Sampel ditentukan melalui teknik purposive sampling, dengan total 133 observasi, sedangkan pengujian dilakukan menggunakan regresi linear berganda melalui perangkat lunak IBM SPSS Statistics. Hasil pengujian parsial menunjukkan bahwa CR memiliki arah pengaruh positif, tetapi tidak signifikan terhadap harga saham dengan nilai signifikansi 0,974. DER menunjukkan arah pengaruh negatif dan tidak signifikan dengan nilai signifikansi 0,927. Sebaliknya, ROE berpengaruh positif dan signifikan terhadap harga saham dengan nilai signifikansi yang dilaporkan sebesar 0,000. Secara simultan, CR, DER, dan ROE berpengaruh signifikan terhadap harga saham, dengan nilai F sebesar 16,400 dan signifikansi 0,000. Nilai Adjusted R Square sebesar 25,9% menunjukkan bahwa kemampuan penjelasan model masih terbatas. Temuan ini menegaskan bahwa profitabilitas merupakan indikator yang relevan dalam menjelaskan harga saham pada sampel penelitian.
Co-Authors Berlian Giawa Fakta Solala Zebua Jeliswan Berkat Iman Jaya Gea Robin Markus Putra Waruwu Serniati Zebua Syukur Haryaman Telaumbanua