Article Per Year (5 Year)
p-Index From 2021 - 2026
0.408
P-Index
This Author published in this journals
All Journal Lokawati: Jurnal Penelitian Manajemen dan Inovasi Riset Serat Acitya
Sudirja, Frans
Unknown Affiliation
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Published : 2 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 2 Documents
Search

 1 
Eksplorasi Hubungan Customer Experience dan Kepercayaan dengan Loyalitas Mahasiswa Pengguna Gojek Wardani, Mia; Sulistiyani, Sulistiyani; Sudirja, Frans; Musprihadi, Ribut
Serat Acitya Vol. 15 No. 1 (2026): April Jurnal Ilmiah Serat Acitya
Publisher : Universitas 17 Agustus 1945

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56444/q012j372

Abstract

Abstraksi Penelitian ini mengevaluasi bagaimana pengalaman pelanggan serta faktor kepercayaan memengaruhi loyalitas mahasiswa di Universitas 17 Agustus 1945 Semarang saat menggunakan aplikasi Gojek. Dengan desain survei kuantitatif dan instrumen skala Likert, data diolah menggunakan metode regresi linier berganda. Temuan riset mengonfirmasi bahwa interaksi layanan yang berkualitas dan kepercayaan terhadap sistem keamanan serta reliabilitas aplikasi menjadi pendorong utama komitmen penggunaan jangka panjang di kalangan mahasiswa. Penelitian ini melalui paradigma kuantitatif, mengumpulkan data dari responden terpilih melalui kuesioner. Analisis regresi berganda kemudian diterapkan untuk membedah pola hubungan sebab-akibat antara variabel yang diteliti. Hasil analisis menunjukkan bahwa kualitas pengalaman pelanggan berkontribusi secara positif terhadap pembentukan loyalitas. Selain itu, tingkat kepercayaan pengguna terhadap keamanan, konsistensi, dan keandalan layanan juga memperkuat komitmen penggunaan secara berkelanjutan. Temuan ini menegaskan bahwa interaksi layanan yang konsisten dan persepsi keandalan sistem menjadi determinan utama dalam mempertahankan loyalitas mahasiswa di tengah persaingan industri transportasi berbasis aplikasi. Implikasi penelitian ini menekankan pentingnya strategi peningkatan kualitas pengalaman layanan dan penguatan kepercayaan pengguna sebagai upaya membangun hubungan jangka panjang dengan pelanggan.
Analisis Customer Relationship Management (CRM) terhadap Loyalitas Pengguna Jasa Pelayaran Domestik di Kota Semarang Suprayogi, Yudis; Sudirja, Frans; Juniarto, Galuh; Riyanto, Joko
Lokawati : Jurnal Penelitian Manajemen dan Inovasi Riset Vol. 4 No. 5 (2026): September: Jurnal Penelitian Manajemen dan Inovasi Riset
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/lokawati.v4i5.2732

Abstract

This study aims to analyze the effect of Customer Relationship Management (CRM) on customer loyalty among domestic shipping service users in Semarang City. The variables examined include contact quality, service personalization, and trust as predictors of customer loyalty. This study employed a quantitative approach using a survey method. Data were collected from 100 respondents through a Likert-scale questionnaire and analyzed using multiple linear regression with the assistance of JASP software. The results showed that the majority of respondents gave positive assessments of contact quality, service personalization, and the reliability of the trust provided by the company. Inferential analysis indicated that service personalization and trust had a significant effect on customer loyalty, while contact quality served as a supporting factor in building relationships with service users. These findings reinforce relationship marketing theory, which emphasizes trust and personalization as key mechanisms for developing long-term relationships and customer commitment. The study provides managerial implications for shipping companies to integrate data-driven CRM, improve service personalization, strengthen customer trust, and optimize contact quality as part of customer retention strategies. These efforts are expected to increase customer satisfaction, strengthen long-term relationships, and enhance customer loyalty in the domestic shipping service sector.  
Co-Authors Joko Riyanto Juniarto, Galuh Musprihadi, Ribut SULISTIYANI SULISTIYANI Suprayogi, Yudis Wardani, Mia