Rochmah, Dewi (2022) Analisis Pengaruh Customer Relationship Management Terhadap Loyalitas Dengan Kepuasan Pelanggan Sebagai Variabel Intervening (Studi Pada Pelanggan Smartphone Vivo di Sidoarjo). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
Smartphones have become a basic human need, so that many companies deploy various strategies to maintain customer satisfaction and loyalty one of which is using Customer Relationship Management (CRM). The purpose of this research is to analyzed the effect of Customer Relationship Management (CRM) on customer loyalty with customer satisfaction as an intervening variable. The population of this research were all Vivo smartphone customers in Sidoarjo. This research used a sample of 54 respondents. The sampling technique used non-probability sampling method with purposive sampling technique. Meanwhile, the data analysis technique used Partial Least Square (PLS) using SmartPLS 3.0 software. The results of this research indicated that Customer Relationship Management (CRM) has a positive and significant influence on customer satisfaction and loyalty, customer satisfaction has a positive and significant influence on customer loyalty, and customer satisfaction is an intervening variable that is able to mediated the influence of Customer Relationship Management (CRM) on customer loyalty.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce > HF5410 Marketing. Distribution of Products | ||||||||
| Divisions: | Faculty of Economic > Departement of Management | ||||||||
| Depositing User: | Mahasiswa Dewi Rochmah | ||||||||
| Date Deposited: | 04 Mar 2024 04:23 | ||||||||
| Last Modified: | 04 Mar 2024 04:23 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/7468 |
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