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All Journal Dinasti International Journal of Economics, Finance & Accounting (DIJEFA)
Salsabilah Wahyuni, Ratna
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Economics, Econometrics & Finance

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The Influence of Customer Relationship Management and Service Quality on Consumer Loyalty through Consumer Satisfaction Salsabilah Wahyuni, Ratna; Rachbini, Widarto
Dinasti International Journal of Economics, Finance & Accounting Vol. 5 No. 3 (2024): Dinasti International Journal of Economics, Finance & Accounting (July - August
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijefa.v5i3.3081

Abstract

The development of the times has made companies providing online shopping services move to improve their services to be able to compete with competing companies. This research was conducted to find out whether there is an influence of customer relationship management and service quality on consumer satisfaction and consumer loyalty. This research uses data obtained from distributing questionnaires to 457 internet user respondents. The results of this research are that customer relationship management does not have a significant influence on consumer satisfaction and loyalty, while service quality has a significant influence on consumer satisfaction but has no effect on consumer loyalty.
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