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All Journal Lontar : Jurnal Ilmu Komunikasi Al-Irsyad: Jurnal Pendidikan dan Konseling Jambura Journal of Educational Management Jurnal Humaniora : Jurnal Ilmu Sosial, Ekonomi dan Hukum Social, Humanities, and Educational Studies (SHEs): Conference Series Maker: Jurnal Manajemen Tourism Scientific Journal Jurnal Akademi Pariwisata Medan Jurnal Kepariwisataan dan Hospitalitas JEKPEND Jurnal Ekonomi dan Pendidikan Jurnal Darma Agung Journal La Bisecoman Jurnal Dharma Bhakti Ekuitas Jurnal Gastronomi Indonesia Journal of Applied Sciences in Travel and Hospitality Pusaka : Journal of Tourism, Hospitality, Travel and Business Event Journal of International Conference Proceedings Journal of Management and Administration Provision Journal of Artificial Intelligence and Digital Business International Journal of Sustainable Competitiveness on Tourism Tourism Economics, Hospitality, and Business Management Journal Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan
Pelliyezer Karo Karo
Politeknik Pariwisata Palembang
Religion Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Social Sciences Other

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Journal : Journal of Management and Administration Provision

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Relationship Marketing and Customer Retention at Event Organizer Palembang Wati, Indah; Karo, Pelliyezer Karo; Azizah, Syahna Nur; Morena, Mochammad Rian Ahdian
Journal of Management and Administration Provision Vol. 3 No. 3 (2023): Journal of Management and Administration Provision
Publisher : Pusat Studi Pembangunan dan Pemberdayaan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55885/jmap.v3i3.401

Abstract

This study aims to identify the effect of relationship marketing on customer retention, with the locus being CV MS. The study used a quantitative method with multiple linear regression analysis. The sampling technique used the proportionate stratified random sampling method. Primary data collected through questionnaires to 91 samples. Relationship marketing variables were examined through four dimensions: trust, commitment, communication, and complaint handling. The study results showed that all four relationship marketing variables together influenced customer retention by 52.5 percent. If examined partially, the trust variable is the only variable that significantly influences customer retention. A strong correlation between the trust variable and customer retention also supports this. Thus, the success of building trust in CV MS with government clients is the main factor in fostering long-term relationships with consumers.
The Effect of Service Quality and Trust on Customer Loyalty with Satisfaction as an Intervening Variable in Three Star Hotels, Palembang Tania, Luthfia Renalda; Rahmanita, Myrza; Ingkadijaya, Rahmat; Karo, Pelliyezer Karo
Journal of Management and Administration Provision Vol. 4 No. 2 (2024): Journal of Management and Administration Provision
Publisher : Pusat Studi Pembangunan dan Pemberdayaan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55885/jmap.v4i2.361

Abstract

This research aims to analyze the direct and indirect influence of the variables Service Quality, Trust, Satisfaction and Customer Loyalty. The method used in this research is a quantitative method with primary andsecondary data collection techniques, including observation, questionnaires and literature study. The number of respondents involved in this research was 115 people, and data collection was carried out using instruments that focused on the variables studied. Data analysis was carried out using Smart-PLS software. Based on the results showed that satisfaction has a significant influence on customer loyalty Apart from that, trust also has a significant influence on satisfaction, and the influence of trust on customer loyalty through satisfaction shows significant results. Trust and satisfaction are important factors that influence customer loyalty in three-star hotels in Palembang City. The results of this research also show that the other four variables, namely the direct influence of service quality on customer loyalty, as well as the influence of service quality on trust and satisfaction, have an insignificant influence. Therefore, to increase customer loyalty to three-star hotels in Palembang, it is necessary to look for other factors that have a stronger and more significant influence.
Co-Authors Abdul Aziz Adhi Trirachmadi Mumin Agus Setiawan Ahmad MAULANA Amalia, Meyke Amrulah, Amrulah Andi Ade Zulkifli Annis Sabilla Firstyana Az Zahra, Fatma Azizah, Syahna Nur Darminiyanti, Darminiyanti Deyto Honggoriansyah Djohan, Muhammad Iqbal Fetty Asmaniati Gaol, Riki Nelson Lumban Hamonangan, Samuel Hanif Hasan Hasan, Hanif Indra Syahputra, Muhammad Halfi Khadijah Khadijah Lesmana, Andhika Chandra Lumban Gaol, Rikki Nelson M. Algi Fachri Akbar M. Ihdal Karomi Meisya Anggraini Meyke Amalia Morena, Mochammad Rian Ahdian Muh. Zainuddin Badollahi Muhammad Halfi Indra Syahputra Muhammad Iqbal Djohan Mustika Permatasari Myrza Rahmanita Nurbaeti Nurbaeti Nurwijayanti Permatasari , Mustika Permatasari, Mustika Rahmania, Trisna Rahmat Ingkadijaya Rahmat Ingkadijaya Risman Jaya Rona Meilysa Pasaribu Samuel Hamonangan Samuel Hamonangan Simangunsong, Kartika Thersia Sulastri Sulastri Tania, Luthfia Renalda Taslim, M. Wati, Indah Yuniarti, Rizka Zulkifli Harahap