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All Journal Jurnal Pemberdayaan Masyarakat Madani (JPMM) JURNAL DINAMIKA MANAJEMEN DAN BISNIS Journal of Business and Behavioural Entrepreneurship Jurnal Masharif al-Syariah: Jurnal Ekonomi dan Perbankan Syariah Abdimas Talenta : Jurnal Pengabdian Kepada Masyarakat JRMSI - Jurnal Riset Manajemen Sains Indonesia Kinestetik : Jurnal Ilmiah Pendidikan Jasmani JMM (Jurnal Masyarakat Mandiri) NUSANTARA : Jurnal Ilmu Pengetahuan Sosial GEMA EKONOMI Sarwahita : Jurnal Pengabdian Kepada Masyarakat JURNAL PEMASARAN KOMPETITIF Jurnal Scientia JURNAL CAPITAL : Kebijakan Ekonomi, Manajemen dan Akuntansi Journal of Applied Data Sciences Indonesian Journal of Economy, Business, Entrepreneuship and Finance (IJEBEF) International Journal of Engagement and Empowerment (IJE2) International Journal of Education, Social Studies, And Management (IJESSM) JELAJAH: Journal of Tourism and Hospitality Nautical: Jurnal Ilmiah Multidisiplin Indonesia Sinomika Journal: Publikasi Ilmiah Bidang Ekonomi dan Akuntansi Jurnal Pengabdian Masyarakat Bestari (JPMB) Prosiding Seminar Nasional Pengabdian Kepada Masyarakat Rahmatan Lil’alamin Journal of Community Services (RLA) Journal of Social And Economics Research Journal of Management, Economic and Accounting (JMEA) Jurnal Comparative : Ekonomi Dan Bisnis Digital Bisnis: Jurnal Publikasi Ilmu Manajemen Dan E-commerce Innovative: Journal Of Social Science Research Jurnal Bisnis, Manajemen, dan Keuangan Neraca: Jurnal Ekonomi, Manajemen dan Akuntansi JIM: Jurnal Ilmiah Mahasiswa Pendidikan Sejarah journal of social and economic research J-CEKI Jurnal Ekonomi, Manajemen, Akuntansi Neraca: Jurnal Ekonomi, Manajemen dan Akuntansi
Ika Febrilia
Universitas Negeri Jakarta
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Engineering Environmental Science Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Mathematics Public Health Social Sciences Other

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Journal : Jurnal Scientia

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Influence of Customer Relationship Management and Service Quality on Customer Loyalty Mediated by Customer Satisfaction A'am Ar Rosyad; Ika Febrilia; Rahmi
Jurnal Scientia Vol. 12 No. 03 (2023): Education, Sosial science and Planning technique, 2023 (June-August)
Publisher : Sean Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58471/scientia.v12i03.1634

Abstract

This study aims to determine the effect of customer relationship management and service quality on loyalty mediated by customer satisfaction with case studies on e-commerce Shopee users in Jabodetabek. The variables measured in this study are customer relationship management (CRM), service quality, customer loyalty, and customer satisfaction. The population in this study is Jabodetabek people who use e-commerce Shopee. This study uses a quantitative type using a probability sampling technique. The selected sample in the Jabodetabek study is people who actively use e-commerce Shopee by making at least 5 purchases in the last 3 months with an age range of 17-39 years old. This study uses SEM data analysis model on AMOS version 21. The results of this study indicate that there is an influence between CRM and customer loyalty. CRM influences customer satisfaction. And service quality influences customer loyalty. Service quality affects customer satisfaction. Likewise, service quality can mediate customer loyalty and customer satisfaction. CRM can mediate customer loyalty and customer satisfaction. Likewise, service quality can mediate customer loyalty and customer satisfaction. CRM can mediate customer loyalty and customer satisfaction. Likewise, service quality can mediate customer loyalty and customer satisfaction. CRM can mediate customer loyalty and customer satisfaction.
Co-Authors -, Suneni A'am Ar Rosyad Ade, Anindya Dala Agung Kresnamurti Rivai Prabumenang Agung Kresnamurti Rivai Prabumenang Agung Wahyu Handaru Ahmad, Siti Noor Bayaah Akbar, Muhammad Luthfi Aldrian Alyssa Anindya Putri Andi Muhammad Sadat Andi Muhammad Sadat Andi Muhammad Sadat Andi Muhammad Sadat Anggraeni, Adjeng Laksmi Anisya Tiara Isnaini Annisa Lutfia Ardhiyanto, Wira Arianto Hanief Alfarisi Ati Sumiati Ati Sumiati ATI SUMIATI, ATI Ayu Siti Ayu Fauziah Azizi, Muhammad Abid Azzahrah Putri Haykal Basrah Saidani Basrah Saidani Berutu, Meta Bara Chusnanik Mufidah Cindy, Vera Deyana Dalimunthe, Sholatia Delina, Salsa Destria Kurnianti Dewi Agustin Pratama Sari Dewi Agustin Pratama Sari Dewi Agustin Pratama Sari Dewi Agustin Pratama Sari Dewi Agustin Pratama Sari Dewi Nurmalasari, Dewi Dianta A, Karuniana Dwi Handarini Elena Puspita Candra Ervina Kusuma Wardani Fadhilah, Jihan Fahmy Fachrezzy FAHRIZAL Farah Fauziah* Fauziah*, Farah Fidhyallah, Nadya Fadillah Griselda, Griselda Hafizh, Nirwana Herlitah Hidayah, Nanda Sari I Gusti Ketut Agung Ulupui Indra Pahala Irianto Djatikusumo Kaffah, Wafa Silmy Khoirunnisa Miftahul Jannah Kiagus Azhar Ansori Krissanya, Nofriska M. Edo Suryawan Maharani, Diva Marleene Ratu Fiorentina Marsellisa Nindito, Marsellisa Mega Sri Wahyuningrum Melisa Lutfi Nur Andini1 Mita Oktaviani Mohamad Rizan Mohammad Rizan Monoarfa, Terrylina Arvinta Mufidah, Chusnanik Muhamad Akbar Fauzan Muhamad Fathurohman Muhamad Suharjo Muhammad Dimas Aditya Muhammad Zafiar Janety Mundiharno Nandika, Thania Sanique Nasution, Hafifah Nofriska Krissanya Nur Faizi Oktavian, Sandy Oman Uju Subandi Osly Usman Pratama Sari, Dewi Agustin Pratiwi Wulandari Puji Wahono Purwana E.S., Dedi Putri, Nadira Regita Rahmi Rahmi Rahmi Rahmi Rahmi Rahmi Rahmi Rahmi Rahmi Raihanisa Dara Dhinanty Rani Wulandari Ratna Anggraini Ratna Anggraini Rd. Tuty Sariwulan Rian, Muhammad Rian Ardianto Riansyah, Raisan Agus Rida Prihatni Ridho Pratama Refdi Rismadhani, Nanda Talia Rivai P, Agung Kresnamurti Rizal Syarief Rizki Fajar, Mohammad Ryna Parlina Ryna Parlina Ryna Parlyna S. Siregar, M. Edo Sadat, Andi Muhammad Saidani, Basrah Sari, Dewi Agustin Pratama Seilatu, Novan Yonatan Septamasurya, Rafli Setyo Aji Wibowo Setyo Ferry Wibowo Shandy Aditya Shandy Aditya, Shandy Shela Puspita Pratiwi Sholikhah Sholikhah Sholikhah Sholikhah, Sholikhah Sholikhah, Sholikhah Sifra Oppin Paulima sifra Siregar, M. Edo Suryawan Siregar, Riyadi Hamzah Sofhia Nurul Azizah Sri Novalia Sri Zulaihati, Sri Suherdi Suherman SUSAN FEBRIANTINA, SUSAN Syalsabila, Anis Taufik, Muhamad Syamsul Terrylina Arvinta Monoarfa Ujang Sumarwan Usep Suhud Vira Kurniasih Vydiamanta, Vanya Wahono, Puji Wardani, Novia Ayu Widyanda Hendratno, Reyhan Zahida, Hana