Article Per Year (5 Year)
p-Index From 2020 - 2025
0.23
P-Index
This Author published in this journals
All Journal Jurnal Kajian Ilmu Manajamen
Pradanis, Muhammad Nandito
Unknown Affiliation
Economics, Econometrics & Finance

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Peran Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada Pt.Pegadaian Cabang Mojokerto Pradanis, Muhammad Nandito; Andriani, Nurita
Jurnal Kajian Ilmu Manajemen (JKIM) Vol 4, No 4 (2024): Desember
Publisher : Management Department of Economics and Business Of Trunojoyo Madura University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21107/jkim.v4i4.26878

Abstract

Many people consider that marketing and sales have the same meaning, but in reality, these two aspects are different parts that are not separate from a company. Marketing emphasizes how a company strives to find potential customers and retain them from switching to competitors. This study aims to examine the effect of Customer Relationship Management (CRM) on customer loyalty by considering the role of customer satisfaction as a mediating variable. The method used in this research is quantitative with a survey approach. Data was collected through questionnaires distributed to customers of PT. Pegadaian Mojokerto Branch and analyzed using Structural Equation Modeling Partial Least Squares (SEM-PLS). The results of the study show that CRM has a significant positive effect on customer satisfaction, and customer satisfaction has a significant positive effect on customer loyalty. Additionally, customer satisfaction mediates the effect of CRM on customer loyalty. The conclusion of this study is that effective CRM implementation can increase customer loyalty through improved customer satisfaction.
Co-Authors Nurita Andriani