Amkop Management Accounting Review (AMAR)
Vol. 5 No. 2 (2025): July - December

The Influence of Maintenance Reminder Appointment and Customer Satisfaction on Customer Retention with After-Sales Service Productivity as an Intervening Variable at Auto2000 SM Raja Medan

lubis , Laila Annisyah (Unknown)
suryani, Wan (Unknown)
Rafiki , Ahmad (Unknown)

Article Info

Publish Date
09 Dec 2025

Abstract

This study examines the influence of Maintenance Reminder Appointment (MRA) and customer satisfaction on customer retention, with after-sales service productivity functioning as an intervening variable at Auto2000 SM Raja Medan. Using a quantitative explanatory design, data were collected from 371 customers through purposive sampling and analyzed using SEM-PLS. The findings indicate that MRA and customer satisfaction significantly affect service productivity and customer retention. Service productivity also significantly enhances retention and mediates both variables. These results highlight the importance of integrating proactive CRM strategies with operational efficiency to strengthen long-term customer loyalty.

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Journal Info
Amkop Management Accounting Review (AMAR)
Website

Abbrev

amar

Publisher

Sekolah Tinggi Ilmu Ekonomi Amkop Makassar

Subject

Humanities Economics, Econometrics & Finance Social Sciences

Description

Amkop Management Accounting Review (AMAR) futhermore seeks to advance an understanding of management accounting in its broader context, such as issues related to the interface between internal and external reporting or taxation. New theories, topical areas, and research methods, as well as original ...