Purnama, Azzahra Putri (2025) Pengaruh Customer Relationship Management Dan Customer Experience Terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan Menggunakan Aplikasi Fore Coffee di Surabaya. Undergraduate thesis, UPN "Veteran" Jawa Timur.
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Abstract
This study analyzes the influence of Customer Relationship Management and Customer Experience on Customer Satisfaction and its impact on Customer Loyalty at Fore Coffee Surabaya. The study population consisted of Fore Coffee customers domiciled in Surabaya, with a sample of 100 Fore Coffee app users who had used the service at least three times in the last three months. The method used in this study was quantitative, with data collection through questionnaires. The collected data were analyzed using the SEMPLS method through the SmartPLS 4.0 application. The results showed that all variables, both directly and indirectly, had a significant influence on Customer Satisfaction. Customer satisfaction serves as a strong intervening variable in achieving Customer Loyalty. These findings emphasize the importance of Customer Relationship Management and Customer Experience strategies in increasing customer satisfaction and loyalty in the coffee industry. Keywords : Customer Relationship Management, Customer Experience, Customer Satisfaction and Customer Loyalty
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce H Social Sciences > HF Commerce > HF5001 Business. Business Administration H Social Sciences > HF Commerce > HF5410 Marketing. Distribution of Products H Social Sciences > HF Commerce > HF5415.5 Customer services H Social Sciences > HF Commerce > HF5549 Personnel Management. Employment Management |
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| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | Azzahra Putri Purnama | ||||||||
| Date Deposited: | 15 Sep 2025 02:38 | ||||||||
| Last Modified: | 15 Sep 2025 02:38 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/43146 |
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