Dampak Customer Relationship Management terhadap Loyalitas Pelanggan pada Industri Logistik

Rangkasari, Lalu Muhammad Yunan Sangupati
Novianty Z, Rezty Fauziah

Flight Attendant Kedirgantaraan: Jurnal Public Relation, Pelayanan, Pariwisata
Vol 7 No 2 (2025): Jurnal Flight Attendant Kedirgantaraan

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