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All Journal Jurnal Reviu Akuntansi dan Keuangan JURNAL AKUNTANSI DAN AUDITING Gadjah Mada International Journal of Business Journal of Accounting and Investment Jurnal Al-Qardh Jurnal Kajian Akuntansi International Research Journal of Business Studies (E-Journal) Jurnal AKSI (Akuntansi dan Sistem Informasi) Owner : Riset dan Jurnal Akuntansi PengabdianMu: Jurnal Ilmiah Pengabdian kepada Masyarakat EKUITAS (Jurnal Ekonomi dan Keuangan) Jurnal Riset Akuntansi Kontemporer Accounting Analysis Journal
Isnalita Isnalita, Isnalita
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Religion Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Law, Crime, Criminology & Criminal Justice Public Health Social Sciences

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Journal : Jurnal AKSI (Akuntansi dan Sistem Informasi)

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The Effect of Customer Relationship Management (CRM) To Customers’ Loyalty and Customers’ Satisfaction as Mediator Variables Emaluta, Fikriya Hanim Kardiya; Isnalita, Isnalita; Soewarno, Noorlailie
Jurnal AKSI (Akuntansi dan Sistem Informasi) Vol 4, No 2 (2019)
Publisher : Politeknik Negeri Madiun

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (392.31 KB) | DOI: 10.32486/aksi.v4i2.352

Abstract

This research aims at exploring the effect of customer relationship management (CRM) which based of several indicators, such as information and data, process, technology, human resource; focused on customers’ loyalty and customers’ satisfaction as the mediator variable of PT Gojek Indonesia. The analysis uses structural equation modelling (SEM) with warp PLS version 5.00 program to examine the hypothesis. There are 216 respondents in this research. The respondents are the Gojek Indonesia’s customers. The result of the research shows that there positive effect and significance between the CRM of Gojek Indonesia’s service provided and costumers’ satisfaction and loyalty. It also indicates that the result of the research is consistent with the previous CRM research findings and the findings of the current research, where the CRM of Gojek Indonesia’s service gives indirect positive effect to the costumers’ loyalty through costumers’ satisfaction that shows supportive mediator relation between CRM, customers’ satisfaction, and customers’ loyalty.Keywords: customer relationship management, customers’ satisfaction, customers’ loyalty
Co-Authors Annisa, Tapi Omas Basuki , Bermawi, Bastiana Budastra, Made Aditya Dian Agustia Eko Budi Santoso Emaluta, Fikriya Hanim Kardiya Etik Wahyuningsih Farida Ifadotunnikmah Febrianti, Winanda Rizki Ichsanto, Farhan Hanang IRENE NATALIA Junaidi Junaidi Juni Ekowati Lasmana, Mienati Somnya Mochammad Yuwono Muhammad Faris Adrianto, Muhammad Faris Noorlailie Soewarno Nor Hasan Nuryaddin , Zayyan Ahmad Pratama, Adam Purwitasari, Neny Puspita Sari Rahmatika, Armizha Renna Magdalena Rianti, Dian Ratna Romadhon, Fitri Satia Utama, Anak Agung Gde Setiawan, Albertus Aditya Yanti, Putri Dwi