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All Journal Humano: Research Journal International Journal of Artificial Intelligence Research SEIKO : Journal of Management & Business YUME : Journal of Management Jurnal Administrasi dan Manajemen JURNAL LENTERA BISNIS Value: Jurnal Manajemen dan Akuntansi POINT Jurnal Pengabdian Masyarakat : Pemberdayaan, Inovasi dan Perubahan Jurnal Pengabdian Mandiri Journal Online Manajemen ELPEI (JOMEL) Innovative: Journal Of Social Science Research Sahabat Sosial: Jurnal Pengabdian Masyarakat Lokawati: Jurnal Penelitian Manajemen dan Inovasi Riset Jurnal Ekonomi Prioritas (JEKO) Ebisnis Manajemen JER Jurnal Ekonomi Manajemen dan Kewirausahaan
Andi Irfan
Sekolah Tinggi Ilmu Manajemen Lembaga Pendidikan Indonesia
Religion Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Nursing Public Health Social Sciences Other

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PENGARUH CUSTOMER RELATIONSHIP MARKETING, KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN PADA PT. HADJI KALLA DI MAKASSAR Arham Arham; Andi Irfan; Yusram Adi
JURNAL LENTERA BISNIS Vol. 14 No. 2 (2025): JURNAL LENTERA BISNIS, MEI 2025
Publisher : POLITEKNIK LP3I JAKARTA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34127/jrlab.v14i2.1512

Abstract

This study aims to determine and analyze the influence of Customer relationship marketing and service quality on customer satisfaction, the influence of Customer relationship marketing, service quality and satisfaction on customer loyalty, the influence of Customer relationship marketing and service quality on customer loyalty through satisfaction at PT. Hadji Kalla in Makassar. This study uses a quantitative approach, with data collection techniques through questionnaires, the population taken is customers of PT. Hadji Kalla in Makassar which is determined as many as 95 respondents using path analysis. The results of the study found that customer relationship management and service quality have a positive and significant effect on customer satisfaction at PT. Hadji Kalla in Makassar, then customer relationship management, service quality and satisfaction have a positive and significant effect on customer loyalty at PT. Hadji Kalla in Makassar. The results of the mediation test obtained findings that customer satisfaction can mediate the influence of customer relationship management and service quality on customer loyalty at PT. Hadji Kalla in Makassar.
Co-Authors Abdul Sadiqin Sadiq Abdullah Abdullah Ahmad Ismail Alfian, Yusri Izha Mahendra Aminah Amiruddin Andi Alim, Andi Andi Fajriansyah Andi Hendra Syam Andi Herman Tellu Andi Irfan Andi Irwan Andi Irwan Andi Irwan Kasim Andi Nuryadin Andi Nuryadin Andi Nuryadin Andi Nuryadin Andi Syahrul Andi Syahrul Makkuradde Ansar Ansar Ansar Ansar H ’ Mulkin Arham Arham Ashari Ismail Asriani Minarti S Baharuddin Baharuddin Elisabeth Ambalele Hafipah, Hafipah Hasnianti Hasnianti Ibrahim Ismail, Azhary Jumaidah Jumaidah Jumaidah Jumaidah Jumaidah Kamaruddin Latif, Nurdin Meldianus Nabas J. Lenas Meldilianus Nabas J. Lenas Muh. Rum Muh. Rum Nini Karlina Nuryadin, Andi Pahmi Pahmi Pahmi Pasulu, Milka Pirman Pirman, Pirman risma risma Risnawati Risnawati sangtutu, savitri saraswati Suhenrik P Yusram adi Yusram Adi Yusram Adi