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All Journal EKONOMIS : Journal of Economics and Business Martabe : Jurnal Pengabdian Kepada Masyarakat Journal on Education Referensi : Jurnal Ilmu Manajemen dan Akuntansi Abdimas Umtas : Jurnal Pengabdian kepada Masyarakat GERVASI: Jurnal Pengabdian kepada Masyarakat Jurnal Administrasi dan Manajemen JPEK (Jurnal Pendidikan Ekonomi dan Kewirausahaan) Jurnal Review Pendidikan dan Pengajaran (JRPP) Value: Jurnal Manajemen dan Akuntansi Jurnal EK dan BI Darmabakti : Junal Pengabdian dan Pemberdayaan Masyarakat Jurnal Alwatzikhoebillah : Kajian Islam, Pendidikan, Ekonomi, Humaniora Jurnal Altifani Penelitian dan Pengabdian kepada Masyarakat Journal of Management Studies and Development Innovative: Journal Of Social Science Research Jurnal Manajemen dan Penelitian Akuntansi (JUMPA) Economica: Journal of Economic and Economic Education Jurnal Pengabdian Masyarakat dan Riset Pendidikan Tax and Finance
Dwi Irnawati
Universitas Bojonegoro
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Nursing Public Health Social Sciences Other

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Customer Relationship Management (CRM) Strategies and Service Quality in Building Customer Loyalty: A Case Study of the Grab Application in Bojonegoro, East Java, Indonesia Esti Nur Fadila; Reza Anggapratama; Dwi Irnawati
Journal of Management Studies and Development Vol. 5 No. 01 (2026): Journal of Management Studies and Development
Publisher : The Indonesian Institute of Science and Technology Research

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56741/IISTR.jmsd.001675

Abstract

The expansion of application-based online transportation services has intensified competition across platforms at national and global levels, compelling companies to adopt strategies that foster long-term customer loyalty. This study examines the effects of CRM and service quality on customer loyalty toward Grab in Bojonegoro Regency, Indonesia. This study employs a quantitative approach using a survey method, in which data were collected through questionnaires distributed to Grab customers. The data analysis techniques included validity and reliability tests, classical assumption tests, multiple linear regression analysis, and hypothesis testing using the t-test, F-test, and the coefficient of determination (R²). The results indicate that CRM has a positive and significant effect on customer loyalty. Service quality is also found to have a positive and significant effect on customer loyalty. Furthermore, CRM and service quality simultaneously have a significant effect on Grab customer loyalty. The coefficient of determination indicates that CRM and service quality explain part of the variation in customer loyalty, while the remaining variation is influenced by other factors outside the research model. These findings underscore the importance of integrating CRM strategies and enhancing service quality in fostering customer loyalty within the online transportation industry. This study is expected to provide an empirical contribution to the development of service marketing management literature and serve as a practical reference for online transportation companies in designing sustainable customer retention strategies within both regional and global market contexts.
ANALYSIS OF THE INFLUENCE OF FINANCIAL LITERACY AND LIFESTYLE ON THE PERSONAL FINANCIAL MANAGEMENT OF BOJONEGORO UNIVERSITY STUDENTS Reza Anggapratama; Dwi Irnawati; Kustaji Kustaji; Muhammad Rizqi Agustino; Fauzian Noor; Shofie Shalzabilla Meta Firanka
JURNAL ECONOMICA : Research of Economic And Economic Education Vol 13, No 2 (2025): Economica: Journal Of Economic And Economic Education
Publisher : Economic Education Faculty of Economics and Business Universitas PGRI Sumatera Barat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22202/economica.2025.v13.i2.9581

Abstract

This study aims to determine the effect of financial literacy and lifestyle on the personal financial management of Bojonegoro University students, given the low level of financial literacy in Indonesia and the importance of adequate understanding of finance to support economic growth and financial well-being. This study also aims to determine whether financial literacy and lifestyle jointly affect the personal financial management of these students. The research method used is a mixed-method approach using a sample of 100 Bojonegoro University students. Data were collected through the use of questionnaires and interviews. Quantitative data were analyzed using validity, reliability, normality, multicollinearity, heteroscedasticity, t-test, F test, and R test with the help of the SPSS version 21 application. The results showed that financial literacy had a significant effect on the personal financial management of Bojonegoro University students, while lifestyle had no significant effect. In addition, financial literacy and lifestyle together have a significant effect on the personal financial management of these students simultaneously. Financial literacy and lifestyle variables together contribute 34.92% to the personal financial management of Bojonegoro University students.
Co-Authors Agus Sulistiawan Agustino, Muhammad Rizqi Amelia Ivoka Junea Anggapratama Anshori, Mohammad Ariffudin, Iza Arifuddin, Iza Azhari Azhari Azhari, Azhari Budianto Budianto Cahya, Kevin Dwi Nur Cahyadi Supyansuri Danang Ananda Yudha Eka Prasetya, Geraldi Esa Septian Esti Nur Fadila Esti Nur Fadila Fadila, Esti Nur Fajar Kurniawan Fera Nurlaila Safitri Geraldi Eka Prasetya Ivoka Junea, Amelia Iza Ariffudin Juniar Al Kadhafie, Khafia Khafia Juniar Al Kadhafie Kustaji M. Nurcholis, M. Mei Anggraeni Mugito Mugito Muhamad Risal Tawil Muhammad Yoga Aditya Saputra Mula Agung Barata Muntahana, Farida Niswah, Syifa’un Noor, Fauzian Nur Karismah, Adita Nurul Cholifah Prasetya, Geraldi Eka Pratama, Reza Angga Putri, Irga Ayu Kartika Reza Anggapratama Rini Nuraini, Rini Rizki Febrianti, Ayunda Rizki Febrianti, Melinda Salsabila Amin, Shaloma Saputra, Muhammad Yoga Aditya Saputri, Firly Nanda Selviana, Sova Shalzabilla Meta Firanka, Sofie Shofie Shalzabilla Meta Firanka Sofie Shalzabilla Meta Firanka Sova Selviana Syifa’un Niswah Taufik, Deni Ahmad Vicky Eka Prasetya Vio Lugianto, Wendy