Article Per Year (5 Year)
p-Index From 2021 - 2026
5.107
P-Index
This Author published in this journals
All Journal jurnal niara JKBM (JURNAL KONSEP BISNIS DAN MANAJEMEN) Journal of Economic, Bussines and Accounting (COSTING) IRJE (Indonesian Research Journal in Education) SEIKO : Journal of Management & Business SULTANIST: Jurnal Manajemen dan Keuangan Jurnal STEI Ekonomi Jurnal Ilmiah Manajemen Kesatuan International Journal Of Science, Technology & Management (IJSTM) Journal of Economics and Business UBS Journal of Social Research Golden Ratio of Mapping Idea and Literature Format Husnayain Business Review Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Journal Research of Social Science, Economics, and Management The Eastasouth Management and Business eProceedings of Management Enrichment: Journal of Multidisciplinary Research and Development International Journal of Management and Digital Business Digital Innovation : International Journal Of Management Green Inflation: International Journal of Management And Strategic Business Leadership International Journal of Economics, Business and Innovation Research Advance Sustainable Science, Engineering and Technology (ASSET) Journal of Multidisciplinary Academic Business Studies International Journal of Accounting and Management Information Systems
Maria Apsari Sugiat
Universitas Telkom
Aerospace Engineering Agriculture, Biological Sciences & Forestry Humanities Automotive Engineering Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Library & Information Science Mechanical Engineering Social Sciences Transportation

Published : 41 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search
Journal : Journal of Social Research

 1 
The Relationship Between Customer Relationship Management and Customer Loyalty and the Moderation of Customer Trust Setiawan, Ade; Yuldinawati, Lia; Sugiat, Maria Apsari
Journal of Social Research Vol. 4 No. 9 (2025): Journal of Social Research
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/josr.v4i8.2688

Abstract

Customer trust and loyalty are things that help businesses grow. Factors that influence customer trust and loyalty are evidenced by customer satisfaction with the services provided by the company. Companies observe Customer Relationship Management (CRM) not only to increase company revenue, but also believe that Customer Relationship Management (CRM) should be at the heart of all business strategies. Customer Relationship Management (CRM) is used by companies to understand customers and aspects that affect customer satisfaction and loyalty. This study aims to determine how much influence the moderating role, namely customer trust with the customer relationship management (CRM) component and its relationship with customer loyalty at PLN UP3 Kupang. This research applies quantitative methods with a causal approach. A total of 300 respondents who are potential customers or the B2B segment of PLN UP3 Kupang were sampled. The data obtained were analyzed using the Structural Equation Modeling (SEM) method to evaluate the relationship between variables and test the mediation and moderation effects in the conceptual model developed. The results showed that of the five components of Customer Relationship Management which include customer knowledge, customer orientation, customer advocacy, customer engagement, and technological capability, only three variables were proven to have a positive and significant influence on customer loyalty. The three variables are customer knowledge, customer advocacy, and customer trust.
Co-Authors Abdan A. Kuncoro Ade Setiawan Adi Susantyo, Ignatius Agus Achmad Suhendra Amay, Duta Anggardajaya, Moh. Ramadhan Anton Mulyono Azis Anwar, Nadila Sandrina Athilayusa, Avania Dedi Iskamto Dimas Hermawan, Dimas Fachrizal, Fiqhi Fadillah Sutrisno Fahlevi, Agam Aulia Fahmirakhman Abdullah, Reyhan Felix, Modefica Adelina Fiqhi Fachrizal Hariwibowo, Fatnan Setyo Heni Muthia Utami Hidayah , Riski Taufik Hidayati, Eva Laela Ibrahim Hanif Irawan, Roni Irni Yunita Ismail, Muhammad Ravi Kustiawan, Isce Lia Yuldinawati Made Wirawan, Made Marieski, Tikki Capriati Maya Ariyanti Maya Aryanti Muslim Amin Panji Addakhil Bangsa Pratama, Christophorus Aditya Sunu Putro, Christophorus Bagus Ratnanto Rashad, Feroz Dinu Riski Taufik Hidayah RM, Andi Ade Rufiani Septian, Enjar Dwi Setyowati, Devi Sucma, Fahrizal Alfaridzi vika, anindya Yuda Pramana Yunanto, Wahyu Yunishafira, Affiya