Journal of Management and Marketing Review Relationship Management of Cafe Customers around Universitas Sebelas Maret Surakarta -Indonesia (original) (raw)
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A highly competitive market makes companies need to maintain a positive relationship with their customers. A good CRM (customer relationship management) program will help the company to satisfy its customers. This research will explore various methods and techniques to build effective customer relationship management to satisfy customers. The purpose of this study is to examine the effectiveness of customer relationship management in maintaining and satisfying customers. This research shows that customer relationship management has a significant effect on customer satisfaction and loyalty. The variable also has a positive relationship. The company makes CRM as a capital to make customers more satisfied and stick with the company. This study concludes that CRM plays a major role in improving customer satisfaction, deep customer knowledge and customer loyalty. A better CRM will have clear information about what customers want, what their needs are, and what will make them more satisfied. Kata kunci: Customer relationship management (CRM), customer satisfaction, dan customer loyalty
https://www.ijrrjournal.com/IJRR\_Vol.6\_Issue.12\_Dec2019/Abstract\_IJRR0020.html, 2019
The growth of the business world has resulted in increasingly strong competition. All humans basically have the same needs, but because of culture, those needs come in different ways. Along with the welfare of society, then in meeting the needs, humans adjust to existing priorities. Indonesian people now tend to prefer to meet food needs by consuming those purchased from fast food restaurants, triggering more and more service companies to emerge. Research used questionnaire (quantitative research) in order to exploring CRM on customer loyalty and customer satisfaction as intervening variable. Data analysis techniques used are descriptive analysis method and path analysis. The population in this study was customers of Pizza Hut and Burger King in Medan. Total Sample analysis 140 customers, which consisted of 105 Pizza Hut customers and 35 Burger King customers. The results of the study provide direct empirical evidence that there is a positive and significant influence of people process technology on customer satisfaction. Indirect empirical evidence that there is a positive and significant influence of process technology on customer satisfaction. While the people variable indirectly has no significant effect on consumer loyalty.
Jurnal AKSI (Akuntansi dan Sistem Informasi)
This research aims at exploring the effect of customer relationship management (CRM) which based of several indicators, such as information and data, process, technology, human resource; focused on customers’ loyalty and customers’ satisfaction as the mediator variable of PT Gojek Indonesia. The analysis uses structural equation modelling (SEM) with warp PLS version 5.00 program to examine the hypothesis. There are 216 respondents in this research. The respondents are the Gojek Indonesia’s customers. The result of the research shows that there positive effect and significance between the CRM of Gojek Indonesia’s service provided and costumers’ satisfaction and loyalty. It also indicates that the result of the research is consistent with the previous CRM research findings and the findings of the current research, where the CRM of Gojek Indonesia’s service gives indirect positive effect to the costumers’ loyalty through costumers’ satisfaction that shows supportive mediator relation b...
IOSR Journal of Business and Management, 2013
Loyal customers would provide long term benefits to the company. One of many efforts in increasing services to grow up customer loyalty was with the concept of Customer Relationship Management (CRM). This study was purposed to identify and prove: (1) could Customer Relationship Management increase students' satisfaction, (2) Could Customer Relationship Management improve the students' loyalty, (3) could Students' Satisfaction improve students' loyalty. The results of this research were hoped could enrich and complete knowledge in the field of marketing, especially the marketing strategy in the development of customer relationship management theory related to satisfaction and loyalty. The research populations were the second level students and third level student of 5 (five) Medical Education Institutions, Nursing Study Program located in Jakarta, Bogor, Tangerang, Depok and Bekasi. The population in this research was included 683 individuals. The research samples were 219 respondents. The sampling method used was proportional random sampling area and taken in proportional way for each level. The research analysis was using Path Analysis. The results of the research had found that: (1) CRM could increase students' satisfaction and the important factor in forming the CRM was a learning process, (2) CRM could increase the loyalty of students and lecturers' factor played an important role in determining students' satisfaction (3) students' satisfaction could improve students' Loyalty .
This paper examines the influence of Customer Relationship Management on customer satisfaction and customer loyalty in the Albanian Tourism Industry. Despite the fact that CRM positive influence on customer satisfaction is widely accepted as a rule of thumb, very little research has been done to further investigate on such a theory. Hence, the study tries to find out if an effective Customer Relationship Management strategy indeed influences customer satisfaction and loyalty. The empirical research attempts to unveil the relationship between Customer Relationship Management Effectiveness, customer satisfaction and customer loyalty by analyzing five CRM attributes, namely; Organizational commitment, Customer experience, Processdriven approach, Reliability and Technology Orientation. Results show that not all CRM features influence or equally influence customer satisfaction and loyalty. Furthermore, it proves that customer satisfaction is indeed a strong mediator of customer loyalty. Based on the results of the study, only organizational commitment, customer experience, process-driven approach and reliability influence customer satisfaction while only reliability positively influences customer loyalty. The hypotheses are tested using information collected from customers through structural equation model approach. The empirical results of this study have academic and managerial implications since they add to the existing body of knowledge and at the same time help CRM managers in the decision making process.
The Effect of Customer Relationship Management on Customer Satisfaction and Customer Loyalty
Indonesian Journal of Business and Entrepreneurship
This study aimed to determine the influence of Customer Relationship Management (CRM) which can be indicated as commitment, communication, and quality service, on customer loyalty through customer satisfaction. CRM acted as an independent variable in this study. The sample of this study included 94 respondents who were customers of PT Ritra Cargo Indonesia, Denpasar Branch. The data analysis technique used is path analysis. The result of this study indicated that the coefficient of determination was 0.651 which meant 65.1% of customer loyalty was influenced by CRM and customer satisfaction with a significance value of F (0,000) < α 0,05. This indicated that the effect of CRM on customer satisfaction was significant, the effect of satisfaction on customer loyalty was significant, and the effect of CRM on customer loyalty was significant.
International Journal of Evaluation and Research in Education (IJERE), 2014
This research talks about total quality service and customer relationship management effects toward customer satisfaction and its impact on customer loyalty.Fast Food Restaurant KFC, always strive to continue to make improvement in total quality service, so that customer satisfaction can be maintained, which in turn will have an impact on customer satisfaction increase in customer loyalty. Being able to create customer loyalty is also necessary to have a good relationship, between the customer with the restaurant.The research population was all KFC fast food restaurant customers at Rungkut Surabaya, Indonesia. From the results of the testing of the model in this research, by using accidental sampling, analysis of structural equation models, and using Amos 20 software support, the 200 respondents, was able to explain the relationship between the total service quality, customer relationship management, customer satisfaction, and customer loyalty KFC fast food restaurants Rungkut Surabaya Indonesia. The result shows that: total quality service have significant effect on customer satisfaction; total quality service have significant effect on customer loyalty; customer relationship management have significant effect on customer satisfaction; customer relationship management have significant effect on customer loyalty; customer satisfaction significantly effect customer loyalty. Keyword: Customer loyalty, Customer relationship, management, Customer satisfaction, Total service quality