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All Journal Dinasti International Journal of Management Science
Subaebasni, Subaebasni
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Other

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THE INFLUENCE OF CUSTOMER RELATIONSHIP MANAGEMENT, CUSTOMER SATISFACTION QUALITY OF SERVICE AND CUSTOMER LOYALTY (Empirical Study On Corporate Travel Organizers Umrah and Hajj PT. Travel Albadriyah) Subaebasni, Subaebasni; Risnawati, Henny; Anoesyirwan Moeins
Dinasti International Journal of Management Science Vol. 1 No. 2 (2019): Dinasti International Journal of Management Science (November - December 2019)
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31933/dijms.v1i2.39

Abstract

Every company should be able to understand the behavior of consumers in the target market because the survival of the company as an organization that seeks to meet the needs and desires of consumers rely heavily on the behavior of consumers. Through an understanding of consumer behavior, the management company can develop appropriate strategies and programs to take advantage of existing opportunities and outperform their competitors. Therefore, the quality of good service and build relationships with customers able to accomplish the goals of the company. It certainly needs to be an active part of all employees and those involved in the provision of services. (MORA, 2017). Based on the analysis and discussion that has been described on the effect of customer relationship management, service quality, and customer satisfaction to customer loyalty in Corporate Travel Organizers Umrah and Hajj PT. Travel Albadriyah, it can be concluded that customer relationship management, service quality, and customer satisfaction proved to influence jointly on customer loyalty Corporate Travel Organizers Umrah and Hajj PT. Travel Albadriyah. As this study is descriptive and verification, using the survey method.
ANALYSIS OF THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER LOYALTY AT E-COMMERCE SHOPEE IN THE COVID-19 PANDEMIC Salamun, Suyono; Kurniastuti, Cahyani; Subaebasni, Subaebasni
Dinasti International Journal of Management Science Vol. 2 No. 3 (2021): Dinasti International Journal of Management Science (January - February 2021)
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31933/dijms.v2i3.707

Abstract

The purpose of this study is to analyze of the Influence of reliability, assurance, tangibles, empathy, and responsiveness on Customer Loyalty at E-commerce Shopee in the COVID-19 Pandemic. The research methodology is a quantitative method with cross-section data and primary data obtained from questionnaire distribution. Sampling technique using purposive sampling method with data in 2020. The data analysis technique is multiple linear regression by conducting validity test, reliability test, model stability test, linearity test, normality test, classical assumption test (multicollinearity test, heteroscedasticity test) and test of t-statistic hypothesis and f-statistic on test significance of impact together with 5% significance level The results of this study indicate in partial variables of reliability, assurance, tangibles, empathy, and responsiveness have a positive impact and significant on Customer Loyalty at E-Commerce Shopee. Meanwhile, the independent variables of reliability, assurance, tangibles, empathy, and responsiveness collectively have a significant relationship with the dependent variable of Costumer Loyalty at E-Commerce Shopee. The Coefficient of determination of this research equally to 84,42%, it means variation of the independent variables of reliability, assurance, tangibles, empathy, and responsiveness can explain the variations of the rise and fall of the dependent variable of Customer Loyalty on E-Commerce Shopee by 84,42%, while the rest of 15,58%, is influenced by other independent variables.
Co-Authors Anoesyirwan Moeins Kurniastuti, Cahyani Risnawati, Henny Salamun, Suyono