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All Journal Indikator: Jurnal Ilmiah Manajemen & Bisnis Jurnal Ilmiah Manajemen Kesatuan
Warsiki, A. Y. N.
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Journal : Jurnal Ilmiah Manajemen Kesatuan

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Pengaruh Service Quality dan Customer Relationship Management (CRM) terhadap Customer Loyalty yang dimediasi Customer Satisfaction Nur Aini, Aifa Savira; Darpito, Surpiko Hapsoro; Warsiki, A. Y. N.
Jurnal Ilmiah Manajemen Kesatuan Vol. 10 No. 3 (2022): JIMKES Edisi Desember 2022
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v11i1.1533

Abstract

This study aims to determine and analyze the effect of service quality and customer relationship management on customer loyalty mediated through customer satisfaction. This research was a survey research with the data collection is a questionnaire. The population in this study are customers who use IndiHome fixed broadband services in the Special Region of Yogyakarta. The data used in this study is primary data obtained from the answers of 130 respondents with purposive sampling method. The data analysis method used is PLS (Partial Least Square) with the help of the SmartPLS for Windows application version 4. The results showed that: 1) Service Quality has a positive and significant effect on Customer Satisfaction, 2) Customer Relationship Management has a positive and significant effect on Customer Satisfaction , 3) Service Quality has a positive and significant effect on Customer Loyalty, 4) Customer Relationship Management has a positive and significant effect on Customer Loyalty, 5) Customer Satisfaction has a positive and significant effect on Customer Loyalty, 6) Customer Satisfaction mediates a positive and significant influence on service relationships Quality on Customer Loyalty, 7) Customer Satisfaction mediates a positive and significant influence on the relationship between Customer Relationship Management and Customer Loyalty.
Co-Authors Nur Aini, Aifa Savira Nurananda, Prisa Surpiko Hapsoro Darpito Tri Mardiana, Tri