The Influence of Customer Relationship Management and Service Quality on Consumer Loyalty through Consumer Satisfaction

Dublin Core

Title

The Influence of Customer Relationship Management and Service Quality on Consumer Loyalty through Consumer Satisfaction

Subject

Customer Relationship Management, Service Quality, Customer Satisfaction, Customer Loyalty

Description

The development of the times has made companies providing online shopping services move to improve their services to be able to compete with competing companies. This research was conducted to find out whether there is an influence of customer relationship management and service quality on consumer satisfaction and consumer loyalty. This research uses data obtained from distributing questionnaires to 457 internet user respondents. The results of this research are that customer relationship management does not have a significant influence on consumer satisfaction and loyalty, while service quality has a significant influence on consumer satisfaction but has no effect on consumer loyalty

Creator

Ratna Salsabilah Wahyuni1, Widarto Rachbini2

Source

https://dinastipub.org/DIJEFA/article/view/3081/1937

Publisher

Sekolah Pascasarjana Universitas Pancasila

Date

July 27th 2024

Contributor

ratnasalsabilah@gmail.com

Format

PDF

Language

English

Type

Text

Files

Collection

Citation

Ratna Salsabilah Wahyuni1, Widarto Rachbini2, “The Influence of Customer Relationship Management and Service Quality on Consumer Loyalty through Consumer Satisfaction,” Repository Horizon University Indonesia, accessed May 6, 2025, https://repository.horizon.ac.id/items/show/6136.