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Krisna Mutiara Wati
Universitas Jenderal Achmad Yani Yogyakarta
Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Social Sciences Transportation Other

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Journal : Ekomania

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PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING: (Studi Pada Konsumen Mixue di Daerah Istimewa Yogyakarta) Nur Najmi; Krisna Mutiara Wati
Ekomania Vol. 11 No. 1 (2024): Agustus 2024
Publisher : Ekomania

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29062/ekomania.v11i1.86

Abstract

This study is to determine the effect of customer relationship management on customer loyalty with customer satisfaction as an intervening variable (study on mixue consumers in Special Region of Yogyakarta). With many Mixue outlets spread across the Special Region of Yogyakarta. Hopefully, it can maintain relationships with their customers. In this case Mixue must be able to build and maintain customer relationships well and profitably. As well as creating and maintaining customer loyalty. This type of quantitative research with purposive sampling method and a sample size of 100 respondents distributed via google form. Data analysis using smartPLS software version 4.0. It is concluded that customer relationship management has a significant influence on customer satisfaction, and customer satisfaction plays a good role as a mediating influence of customer relationship management on customer loyalty. However, there is no influence between customer relationship management on customer loyalty.
Co-Authors Akbar Mubarok, Akbar Arif Himawan, Arif Aryani, Aulia Baehaqi Chanief Budi Setiawan Dewi, Novia Candra Egi Prawita Eka Suci Rarastiwi Pitaloka Febiasari, Tasya Dewi Indri Mustika Rahmawati Lakshitya Putri, Shafira Cindy Hapsari Latifah, Siti Rubaiatul Muhammad Arif Faisal Niken Wahyuning Retno Mumpuni Niken Widyastuti Niken Widyastuti Nur Najmi Pradana, Wina Driyan Pusvitasari, Putri Shiffa Rizky Aulia Sisilia Dika Virginia Valentia Eka Ardani veronicha, shinta aulia