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 19, 2025, https://repository.horizon.ac.id/items/show/6136.