Pengaruh Dari Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan Ada Swalayan, Kota Bogor

Maura Salsabila Kautsar; Agung Prayudha Hidayat; Derry Aditia; Dwi Cahyo Nugroho; Nisa Naillah Rahmawati; Safitri Astiani; Ulya Khoirunisa

doi:10.61132/manuhara.v2i3.928

Authors

Maura Salsabila Kautsar Institut Pertanian Bogor
Agung Prayudha Hidayat Institut Pertanian Bogor
Derry Aditia Institut Pertanian Bogor
Dwi Cahyo Nugroho Institut Pertanian Bogor
Nisa Naillah Rahmawati Institut Pertanian Bogor
Safitri Astiani Institut Pertanian Bogor
Ulya Khoirunisa Institut Pertanian Bogor

DOI:

https://doi.org/10.61132/manuhara.v2i3.928

Keywords:

Customer Relationship Management (CRM), Quality of Service, Marketing Mix, Customer Loyalty

Abstract

The pursue of this research is to analyze correctional relationship between customer relationship management (CRM) as quality of service and marketing mix to customer loyalty of ADA Swalayan in Bogor. The primary data are collected through questionnaire of 52 respondents who have made transactions in ADA Swalayan and analyzed the data with Structural Equation Modeling (SEM) using software SPSS. The results of the research show that Customer Management Relationship has an influence on customer loyalty of the ADA Swalayan as well.

Downloads

Download data is not yet available.

References

Firmansyah, S. F. W., & H. (2021). Pengaruh customer relationship management (CRM) terhadap kepuasan pelanggan produk sepatu Converse. Jurnal Bisnis dan Pemasaran, 11(1), 11.

Liawatimena, S., Amanda, M. F., Handoko, H., & Hendry, H. (2002). Evaluasi customer relationship management pada Supermarket Hero di Jakarta Timur. The Winners, 3(2), 112. https://doi.org/10.21512/tw.v3i2.3843

Qosim Al Kamil, M., Ali Ridla, M., Baijuri, A., Ibrahimy, Syamsul Arifin No, J., & Sistem Informasi, J. (2023). E-commerce swalayan Salafiyah pada Kopontren Musa’adah dengan implementasi CRM (customer relationship management) untuk meningkatkan kepuasan konsumen serta pelayanan. Jurnal Sistem Informasi, 10(4), 162-172. http://jurnal.mdp.ac.id

Ratnasari, D., Nursehah, I., Ghina, M. M., & Yusuf, A. (2021). Pengaruh e-CRM dan kepuasan pelanggan terhadap loyalitas pelanggan Matahari Department Store Karawang. Forum Ekonomi, 23(1), 164-171.

Riski, F., Ghofur, A., & Azise, N. (2023). Implementasi CRM (customer relationship management) pada sistem informasi penjualan sembako di Toko Amaliah Pasar Panji Situbondo. G-Tech: Jurnal Teknologi Terapan, 7(3), 1071-1082. https://doi.org/10.33379/gtech.v7i3.2668

Saleh, S., Indera, & Novia Basri, C. (2022). Sistem informasi customer relationship management (CRM) dan analisa tingkat loyalitas pelanggan pada Toko Swalayan. IJCCS, 15(1), 45-53.

Soraya, E., & Sazali, H. (2023). Implementasi CRM (customer relationship management) di Perpustakaan Daerah Medan. Pustaka Karya: Jurnal Ilmiah Ilmu Perpustakaan dan Informasi, 11(1), 23. https://doi.org/10.18592/pk.v11i1.9620

Sugiyono. (2018). Metode penelitian kuantitatif, kualitatif, dan R&D. Bandung: Alfabeta.

Wijaya, A. (2019). Perancangan sistem customer relationship management dengan memanfaatkan self service technology. Jurnal Sistem Informasi, 43-48. http://eprints.ukmc.ac.id/3228/%0Ahttp://eprints.ukmc.ac.id/3228/4/Isi_Lengkap.pdf

Zahro, N. U., & Prabawani, B. (2018). Pengaruh customer relationship management terhadap loyalitas pelanggan TV Kabel di Kecamatan Tembalang melalui kepuasan pelanggan sebagai variabel intervening (studi pada PT. MNC Sky Vision-Indovision Semarang). Jurnal Administrasi Bisnis, 7(1), 10. https://doi.org/10.14710/jab.v7i1.22569