Pengaruh Customer Relationship Management (CRM), Customer Value serta Kepercayaan terhadap Loyalitas Kepuasan Nasabah
Abstract
Customer satisfaction can be a determining factor in increasing customer purchases of a product and service. This study aims to determine the effect of variable customer relationship management, customer value, trust and customer satisfaction on customer loyalty PT.Adira Finance Jember. The data used in this study is primary data. Data processing method uses path analysis method with the help of SPSS 24 analysis tools.. The results showed that the variable customer relationship management, customer value, trust and customer satisfaction influence the customer loyalty of PT.Adira Finance Jember either directly or indirectly
Keywords: CRM, Customer Value, Trust, Customer Satisfaction, Customer Loyalty
References
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Agustiyadi M, Tri. (2008). Pentingnya Customer Relationship Management untuk Meningkatkan Loyalitas Pelanggan
Hurriyati, Ratih. (2005). Bauran Pemasaran dan Loyalitas Konsumen, Bandung Alfabeta
Kotler, Philip dan Kevin Lane Keller. (2012). Marketing Management. Essex: Pearson Education Inc.
Lau, G. T. & Lee S. H. (1999). “Consumers Trust in a Brand and The Link to Brand Loyaltyâ€. Journal of Market Focused Management, 341-370.
Peelen, E. (2005).Customer Relationship Management. Prentice-Hall, England
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Tjiptono, Fandy. (2005). Brand Management & Strategy. Yogyakarta: ANDI.
Tjiptono, Fandy. (2011). Pemasaran Jasa, Bayumedia, Malang
Agustiyadi M, Tri. (2008). Pentingnya Customer Relationship Management untuk Meningkatkan Loyalitas Pelanggan
Hurriyati, Ratih. (2005). Bauran Pemasaran dan Loyalitas Konsumen, Bandung Alfabeta
Kotler, Philip dan Kevin Lane Keller. (2012). Marketing Management. Essex: Pearson Education Inc.
Lau, G. T. & Lee S. H. (1999). “Consumers Trust in a Brand and The Link to Brand Loyaltyâ€. Journal of Market Focused Management, 341-370.
Peelen, E. (2005).Customer Relationship Management. Prentice-Hall, England
Sugiyono. (2008). Metode Penelitian Bisnis. Bandung: Alfabeta
Samuel, Hatane & Foedjiawati. (2005). Pengaruh kepuasan konsumen terhadap kesetiaan merek (Studi Kasus Restoran The Prime Steak & Ribs Surabaya). Jurnal Ekonomi Manajemen, FE Universitas Kristen Petra, Surabaya.
Tjiptono, Fandy. (2005). Brand Management & Strategy. Yogyakarta: ANDI.
Tjiptono, Fandy. (2011). Pemasaran Jasa, Bayumedia, Malang
Published
2019-05-03
Section
Articles
