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All Journal Jurnal Ekonomi, Bisnis dan Kewirausahaan (JEBIK) JDM (Jurnal Dinamika Manajemen) JURNAL ILMU EKONOMI & SOSIAL EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Jurnal Manajemen & Keuangan JBMP (Jurnal Bisnis, Manajemen dan Perbankan) Jurnal Ilmu Manajemen dan Akuntansi Terapan LOYALITAS: Jurnal Pengabdian Kepada Masyarakat Journal Of Management Science (JMAS) International Journal of Economics, Business and Accounting Research (IJEBAR) eCo-Buss Ilomata International Journal of Management Enrichment : Journal of Management RESLAJ: RELIGION EDUCATION SOCIAL LAA ROIBA JOURNAL Ilomata International Journal of Management Nobel Management Review Studi Ilmu Manajemen dan Organisasi Jurnal Ekonomi Jurnal Akutansi Manajemen Ekonomi Kewirausahaan (JAMEK) Empowerment Society eCo-Fin Jurnal Ilmiah Manajemen, Bisnis dan Kewirausahaan Journal of Management and Digital Business Tanjungpura International Journal on Dynamics Economics, Social Sciences, and Agribusiness (TIJDESSA) Jurnal Manajemen, Akuntansi, Ekonomi Madani: Multidisciplinary Scientific Journal JIM: Jurnal Ilmiah Mahasiswa Pendidikan Sejarah Mutiara : Jurnal Ilmiah Multidisiplin Indonesia Jurnal Bisnis dan Kewirausahaan El-Mujtama: Jurnal Pengabdian Masyarakat JEMBA: Journal of Economics, Management, Business, and Accounting Jurnal Multidisiplin Jurnal Riset Multidisiplin Edukasi Ulil Albab Joong-Ki Menulis: Jurnal Penelitian Nusantara Primary Journal of Multidisciplinary Research Jurnal Pengabdian Kepada Masyarakat Indonesia
Wenny Pebrianti
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Religion Agriculture, Biological Sciences & Forestry Arts Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Education Energy Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Physics Public Health Social Sciences Other

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Journal : Jurnal Multidisiplin

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The Influence Of Customer Relationship Management On Customer Satisfaction And Loyalty At Pusat Cantik, Pontianak City Priskila, Priskila; Pebrianti, Wenny; Heriyadi, Heriyadi
Jurnal Multidisiplin Vol. 1 No. 4 (2025): June
Publisher : CV. Utami

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70963/jm.v1i4.263

Abstract

This study aims to analyze the influence of Customer Relationship Management (CRM) on customer loyalty with customer satisfaction as a mediating variable at Pusat Cantik Store in Pontianak. The study employs a quantitative approach using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method and involves 100 respondents who are active customers of the store. The analysis results indicate that CRM has a significant influence on both customer satisfaction and customer loyalty. Furthermore, customer satisfaction is proven to have a significant impact on customer loyalty. The mediation test reveals that customer satisfaction acts as a partial mediator in the relationship between CRM and customer loyalty. This research provides a theoretical contribution to the development of customer loyalty models and practical implications for retail business actors in building and maintaining long-term relationships with customers through enhanced satisfaction.
Co-Authors Ahmad Salahuddin Ahmad Shalahuddin, Ahmad AHMADI Akbar, Muhammad Tareq Al Vayyed Shalatar Barqah Djus Alfiyyah Zalfa Salsabillah Almira , Andrea Marsha Ana Fitriana Anggriani, Yeni Annisa, Sitti Nabilah Anwar Azazi Aqsa, Daffa Fernanda Ardiansyah, Fito Arman Jaya Arweni, Arweni Aryanti, Ririn Astrella Callista Putri Raharjo Augusta Genta Buwana Aulia, Mujahida Baras, Theresa Putri Yunita Barkah Barkah Barkah Barkah, Barkah Bintoro Bagus Purmono Cahyadi, Muhammad Byan Farreldipo Daud, Ilzar Desi Nurhalita Deva, salsabilla Dewi Ediansyah, Ediansyah Erna Listiana Erna Listiana Fahruna, Yulyanti Fauzan, Rizky Fiola Okta Ningtias Fitriandy, Rizki Fitriani, Adelia Fransiska, Helen Giriati, Giriati Gita, Leiya H, Heriyadi Hamsyi, Nur Fitriana Helma Malini, Helma Heriyadi Heriyadi, Heriyadi I. K, Maria Christiana Ikram Yakin Indra Safari Iwan Setiawan J, Junaidi Juliani, Harisa Juniwati Juniwati Juniwati Kamaaluddin, Kamaaluddin Kamesywara, Saskia Farrasdita Kautsar, Gandhy Muhamad Levina, Widya Listyanti, Anindita Ayu Lonika, Tesa M. Irfani Hendri Maghribi, Rizqi Maria Christiana Iman Kalis, Maria Christiana Mazayatul Mufrihah B11212091 Meydiawati, Meydiawati Miranda, Fina Mochammad Imron Awalludin Muhammad Afif Muhammad Awal Muharani Mustarudin, Mustarudin Nur Kholis Farhan Nursabilla, Resti Pamungkas, Angga Suda Pardede, Kaleb El Nusa Pricilla, Maria Olivia Priskila, Priskila Puput Lestari Purmono, Bintoro Bagus Purnomo, Bintoro Bagus Putri, Laeli Rahayu, Ratna Bhanuwati Rahmadi, Nizar Ramadania Ramadania Ramadania, Ramadania Ratnawati Ratnawati Ricky Martin Romanisti, Shemma Anggia Rusik, Magdalena Polonia S, Syahbandi Saputra, Egi Sartika, Fiona Sigit Ardi Saputra Suci Wulandari Suwandi, Della Syahbandi Syahbandi Syaifullah, Muhammad Hasan Syarif Riezieq Tiara Nur Salsabila Tiara Wati Titik Rosnani Trisnawati, Weni Tyas*, Heni Mulyaning Uray Ndaru Mustika Vanessa, Vivian Yuwinda, Risa