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All Journal Flight Attendant Kedirgantaraan: Jurnal Public Relation, Pelayanan, Pariwisata
Rangkasari, Lalu Muhammad Yunan Sangupati
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Aerospace Engineering Decision Sciences, Operations Research & Management Social Sciences Transportation Other

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Dampak Customer Relationship Management terhadap Loyalitas Pelanggan pada Industri Logistik Rangkasari, Lalu Muhammad Yunan Sangupati; Novianty Z, Rezty Fauziah
Jurnal Flight Attendant Vol 7 No 2 (2025): Jurnal Flight Attendant Kedirgantaraan
Publisher : Sekolah Tinggi Teknologi Kedirgantaraan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56521/attendant-dirgantara.v7i2.484

Abstract

This study aims to analyze the impact of Customer Relationship Management (CRM) on customer loyalty at PT. Angkasa Pura Logistik. CRM is measured through three main dimensions: commitment, communication, and service quality. Customer satisfaction variables are used as mediation. Data were obtained from 55 respondents through questionnaires and analyzed using path analysis. The results showed that commitment and communication had a significant effect on loyalty, while service quality was significant on customer satisfaction. However, customer satisfaction did not have a direct effect on customer loyalty, indicating that loyalty was more influenced by barriers to switching to other services
Co-Authors Novianty Z, Rezty Fauziah