scholarly journals Service Quality, Customer Relationship Marketing, and Institutional Trust to Engender Customer Loyalty

2019 ◽  
Author(s):  
Sri Isfantin Puji Lestari ◽  
Retnoning Ambarwati
Keyword(s):  
Service Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Customer Relationship ◽  
Institutional Trust ◽  
Customer Relationship Marketing

PENGARUH KARAKTERISTIK WIRAUSAHA TERHADAP KEBERHASILAN USAHA PERABOT RUMAH TANGGA DI KECAMATAN JAMBI TIMUR KOTA JAMBI

2017 ◽  
Vol 1 (1) ◽  
pp. 38-56
Author(s):  
Novita Ekasari ◽  
Nurhasanah Nurhasanah
Keyword(s):  
Relationship Marketing ◽  
Customer Loyalty ◽  
Customer Relationship ◽  
Customer Relationship Marketing

Dewasa ini perkembangan jasa dirasakan mengalami peningkatan, hal tersebut di iringi oleh berkembangnya berbagai sektor jasa seperti jasa pembiayaan kendaraan (finance) baik untuk kendaraan roda dua maupun roda empat.. Kebutuhan akan jasa pembiayaan ini semankin dibutuhkan masyarakat, pentingnya konsumsi akan jasa pembiayaan kendaraan tersebut makin dirasakan memiliki potensi yang besar dalam diri individu maupun dalam  kegiatan usaha, dikarenakan  jasa pembiayaan (finance)  saat ini merupakan  suatu  pilihan  yang baik dalam menghadapi berbagai resiko terutama dari sisi proses yang relatif lebih cepat dan mudah dibandingkan perbankan. Dalam penelitian ini perusahaan jasa pembiayaan yang akan diangkat untuk diteliti yaitu PT. BFI Finance Jambi. Penelitian ini bertujuan untuk mengetahui dampak dari Customer Relationship Marketing terhadap Loyalitas Nasabah Pada PT.BFI Finance Jambi. Sumber data dalam penelitian  ini adalah data primer dan data sekunder. Data primer diperoleh melalui observasi, wawancara dan kuisioner yang di susun penulis menegenai customer relationship marketing terhadap customer loyalty. Sedangkan Data sekunder adalah data yang di peroleh dari PT. BFI Finance dan diperoleh pula melalui literatur buku dan internet. Penelitian ini menganalisis pengaruh relationship marketing ((People  (X1), Knowledge and Insight (X2), Process (X3), Technology (X4)) terhadap Customer Loyalty. Penelitian ini dilakukan di PT. BFI Finance Jambi. Jumlah sampel yang diambil dalam penelitian ini berjumlah 100 orang.

scholarly journals ANALISIS PENGARUH CUSTOMER RELATIONSHIP MARKETING DAN SERVICE QUALITY TERHADAP LOYALITAS NASABAH PT BANK RAKYAT INDONESIA (PERSERO), Tbk. UNIT MLARAK KANTOR CABANG PONOROGO

2018 ◽  
Vol 1 (1) ◽  
pp. 108
Author(s):  
Riska Amalinda Anugrawati ◽  
Setyo Aji ◽  
Umi Farida
Keyword(s):  
Service Quality ◽  
Relationship Marketing ◽  
Customer Relationship ◽  
Customer Relationship Marketing

Penelitian ini dilakukan karena jumlah oustanding simpanan di BRI Unit Mlarak yang cenderung menurun setiap tahunnya. Wilayah Kecamatan Mlarak yang luas serta unit terdekat dengan berbagai Pondok Modern seharusnya bisa meningkatkan angka simpanan di BRI Unit Mlarak. Selain itu jumlah rekening pasif yang kian meningkat juga membuktikan kurangnya tingkat loyalitas pada nasabah BRI Unit Mlarak Kantor Cabang Ponorogo. Penelitian memiliki tujuan yakni mengetahui pengaruh customer relationship marketing dan service quality terhadap loyalitas nasabah BRI Unit Mlarak Kantor Cabang Ponorogo. Berdasarkan hasil penelitian dibuktikan dari nilai thitung  variabel X1 sebesar 2,218  > nilai ttabel (uji dua arah yakni sebesar 1,9847 yang menyimpulkan variabel X1 berperngaruh terhadap variabel Y. Hasil penelitian variabel X2 membuktikan nilai thitungsebesar 3,805 >nilai ttabel sebesar 1,98472, hal ini membuktikan bahwa variabel X2 berpengaruh terhadap variabel Y. Hasil uji f membuktikan secara serempak variabel X1 dan X2 berpengaruh terhadap variabel Y, diketahui dari nilai fhitung sebesar 13,505 > nilai ftabel sebesar 3,09. Serta diketahui persamaan Y = 3,397 + 0,179X1 + 0,340X2 + e . Variabel yang dominan adalah service quality dengan nilai koefisien paling besar.

scholarly journals THE INFLUENCE OF SELF-SERVICE TECHNOLOGY AND CUSTOMER RELATIONSHIP MARKETING ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION

2021 ◽  
Vol 19 (1) ◽  
pp. 217-228
Author(s):  
Runita Kartika Sari Girsang ◽  
◽  
Sumiati Sumiati ◽  
Achmad Helmy Djawahir ◽  
◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Quantitative Research ◽  
Customer Relationship ◽  
Research Approach ◽  
Customer Relationship Marketing ◽  
Self Service ◽  
Self Service Technology

The purpose of this study is to explain the effect of self-service technology and customer relationship marketing on customer loyalty mediated by customer satisfaction. This research is quantitative research with an explanatory research approach. This research was conducted on customers who have an account at PT. Bank Central Asia, Tbk Tulungagung Branch, a minimum of three years is 82 respondents. Data collection uses questionnaires, documentation, and interviews with SmartPLS version 3.0 analysis tools. The result of the research shows that the direct influence of self-service technology influence on customer satisfaction and the influence of self-service technology on customer loyalty has a significant influence. The influence of customer relationship marketing on customer satisfaction and the influence of customer relationship marketing on customer loyalty has a significant influence. And, the effect of customer satisfaction on customer loyalty has a significant influence. The results of research for indirect influence, namely the influence of self-service technology on customer loyalty through customer satisfaction and influence customer relationship marketing to customer loyalty through customer satisfaction has mediation relationship. The next researcher needs to re-analyze self-service technology, customer relationship marketing as a variable that can increase customer loyalty in other companies that show different characteristics of the subjects of this study. Besides, it needs to be done on government bank customers who have certain characteristics, so that research can be generalized, namely to private companies or government companies.

scholarly journals The Customer relationship marketing as the antecedents to increasing customer loyalty

2020 ◽  
Vol 9 (5) ◽  
pp. 245-254
Author(s):  
Sudirman Zaid ◽  
Juharsah Juharsah ◽  
Hayat Yusuf ◽  
Nursaban Rommy Suleman
Keyword(s):  
Relationship Marketing ◽  
Customer Loyalty ◽  
Multivariate Regression ◽  
T Test ◽  
Customer Relationship ◽  
Test Results ◽  
Bank Branch ◽  
Insignificant Effect ◽  
Customer Relationship Marketing ◽  
Branch Office

This study aims to determine the implementation of the Customer Relationship Marketing (CRM) strategy in increasing Bank Bahteramas Customer Loyalty (CL) in Southeast Sulawesi. This research was conducted at 10 Bahteramas Bank Branch Offices in Southeast Sulawesi, namely; Kendari, Unaaha, Kolaka, Lasusua, Baubau, Raha, Wanci, Kasipute, Andoolo, Wanggudu. The sample in this study was 200 respondents who were distributed in all existing branch offices, where each branch office was taken, 20 respondents. The technique of determining the sample refers to the technique of accident sampling. This study uses multivariate regression. The results found that simultaneously CRM variables consisting of Bonding, Empathy, Reciprocity, Trust, and Commitment simultaneously had a significant effect on CL at Bahteramas Bank in Southeast Sulawesi. Then the partial test results (t-test) showed that: (1) Bonding as CRM strategy significantly influences on CL; (2) Empathy as CRM strategy has an insignificant effect on CL; (3) Reciprocal as CRM strategy has no significant effect on CL; (4) Trust as CRM strategy has a significant effect on CL; (5) Commitment as CRM strategy has a significant effect on CL.

scholarly journals PENGARUH RELATIONSHIP MARKETING STRATEGY DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN BENGKEL MOBIL TOYOTA

2008 ◽  
Vol 1 (2) ◽  
pp. 01
Author(s):  
Marietje Carolien Nanulaitta
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Marketing Strategy ◽  
Relationship Marketing ◽  
Customer Relationship ◽  
Customer Relationship Marketing ◽  
Marketing Activities ◽  
Strongly Agree ◽  
Marketing Principles ◽  
The Impact

<p>The background of this research was customer relationship marketing and service quality of Firms have accepted that customer retention is even more profitable than customer attraction and we can observe the interest of firms in adopting relationship marketing principles and designing strategies to develop close and long-lasting relationships with the most profitable customers. The objective of the analysis of marketing activities and programs implemented in order to establish, develop, and maintain relationships with customers and the impact these activities have on the firm performance. The design of this research applies to Toyota Car Repair and the questionnaires were spreaded away to 110 respondents. The Likert-scale for the 5 point measurement which means strongly agree and 1 point is for strongly disagree. Data analysis used in this research was multiple regression. The result of this research concludes that relationship marketing strategy and service quality in car repair significantly affect to customer satisfaction.</p><p><strong>Keywords: Relationship marketing strategy, Service quality, Customer satisfaction</strong></p>

scholarly journals The Effect of Sharia Governance and Customer Relationship Marketing on Muzakki Loyalty

2020 ◽  
Vol 12 (1) ◽  
pp. 1
Author(s):  
Mahmudi Mahmudi ◽  
Rizka Luluh Prastmawati
Keyword(s):  
Relationship Marketing ◽  
Customer Loyalty ◽  
Customer Relationship ◽  
Ols Regression ◽  
Customer Relationship Marketing ◽  
Regression Techniques ◽  
Customer Intimacy ◽  
Positive Effect

This study aims to analyze the effect of sharia governance and customer relationship marketing on muzakki loyalty. In this study, sharia governance was divided into six variables, i.e. transparency, accountability, responsibility, independence, fairness, and sharia compliance. Whereas customer relationship marketing was divided into four variables, i.e. trust, communication, commitment, and customer intimacy. We employed survey as a preferred method to obtained data. The samples of this study consisted of 200 muzakki (zakat payer) at amil zakat institutions (LAZ) in Yogyakarta, Indonesia. The data was analyzed using OLS regression techniques. The results of this research found that transparency, fairness and sharia compliance have a positive significant effect on customer loyalty, while accountability, responsiveness, and independency do not have significant effect on customer loyalty. Regarding the variable of customer relationship marketing, the result showed that communication, trust, and customer intimacy have a positive and significant effect on muzakki loyalty while commitment has no effect. It can be inferred that sharia governance and customer relationship marketing partially have a positive effect on muzakki loyalty.

scholarly journals THE INFLUENCE OF MARKETING STRATEGY RELATIONSHIP AND SERVICE QUALITY TO CUSTOMER SATISFACTION IN TOYOTA AUTO SERVICE STATION

2016 ◽  
Vol 9 (2) ◽  
pp. 177
Author(s):  
Marietje Carolien Nanulaitta
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Marketing Strategy ◽  
Relationship Marketing ◽  
Customer Relationship ◽  
Customer Relationship Marketing ◽  
Marketing Activities ◽  
Marketing Principles ◽  
The Impact

The background of this research was Customer Relationship marketing and service quality of Firms have accepted that customer retention is even more profitable than customer attraction and we can observe the interest of firms in adopting relationship marketing principles and designing strategies to develop close and long-lasting relationships with the most profitable customers. The objective of The analysis of marketing activities and programs implemented in order to establish, develop, and maintain relationships with customers and the impact these activities have on the firm performance. The design of this research applies to Toyota Car Repair and the questionnaires were spreaded away to 110 respondents. Data analysis used in this research was Multiple Regression with SPSS program. The result of this research conclude that Relationship Marketing Strategy and Service Quality in Car Repair significantly affect to Customer Satisfaction

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