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All Journal IIJSE Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Alimuddin Rizal Rivai
Universitas Stikubank, Semarang, Indonesia
Agriculture, Biological Sciences & Forestry Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

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The Effect of CRM and Price Perception on Loyalty with Satisfaction as a Mediation Variable (A Study on Deposit Customers of PT. BPR BKK Blora (Perseroda) Risma Setyani; Alimuddin Rizal Rivai
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 8 No 3 (2025): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v8i3.8249

Abstract

Customer loyalty is one of the foundations for assessing bank performance; loyal customers reflect loyalty to continue using bank products and services. In order to achieve customer loyalty, it is necessary to analyze several things, including customer relationship management, price perception, and customer satisfaction. The population used is PT BPR BKK Blora (Perseroda). The number of samples in this study includes 100 respondents taken using the Slovin formula. In this study, several tests were used, namely the description of respondents and variables, instrument tests on validity tests (KMO> 0.5 and component matrix> 0.4), and reliability tests (Cronbach alpha> 0.7), then in the regression test using the coefficient of determination test, F test (sig <0.05) and t test (sig <0.5). In the mediation test, the Sobel test was used (sig <0.05). Based on the results of the data analysis, a positive and significant influence was obtained between variables with a sig value <0.05 on: 1) CRM on satisfaction. 2) Price perception on satisfaction. 3) CRM on loyalty, 4) Price perception on loyalty, and 5) satisfaction on loyalty. The Sobel test also shows a similar result, with a sig value of <0.05, indicating that satisfaction mediates the influence of CRM and price perception on loyalty.
Pengaruh Kualitas Produk dan Persepsi Harga Terhadap Kepuasan Pelanggan dan Dampaknya Pada Minat Beli Ulang : Studi pada Konsumen Skincare Hanasui Vika Nafia Zakiana; Alimuddin Rizal Rivai
Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol. 7 No. 9 (2025): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/alkharaj.v7i9.8694

Abstract

This study aims to test and analyze the effect of product quality and price perceptions on customer satisfaction and its impact on repurchase interest using quantitative data where the results of this study will be in the form of numbers processed using IBM SPSS 22 software. The population in this study are consumers of Hanasui skincare products and have the intention to repurchase Hanasui skincare products. The sampling method in this study uses non-probability sampling with purposive sampling technique where the sample is taken based on certain criteria. The data collection method used is a questionnaire with a Likert measurement scale of 1 - 7, so that the data obtained is 100 respondents. Data analysis in this study used multiple linear regression. The results showed that product quality has a positive and significant effect on customer satisfaction, price perception has a positive and significant effect on customer satisfaction and customer satisfaction has a positive and significant effect on repurchase intention.
Co-Authors Risma Setyani Vika Nafia Zakiana