ANALISIS PENGARUH SERVICE QUALITY, CUSTOMER SATISFACTION, DAN CUSTOMER VALUE TERHADAP CUSTOMER LOYALTY MELALUI CRM QUALITY PADA PELANGGAN GERAI J.CO DI SURABAYA
SIBUEA, INDAH LESTARI
MetadataShow full item record
Throughout the year 2016, the growth of the value of the food and beverage industry is more stable because it is driven by sales volume. Investment from 2015 to 2016 in this field increased by 16% by Rp 43 trillion, thus opening up huge opportunities and with the population reaching more than 250 million people. Indonesia is a lucrative market for food and beverage manufacturers, as well as its counterpart industry. (Www.tribunnews.comdiund on 21 September 2016) .. J.Co Donut & Coffee was founded by one of Indonesia's original salon entrepreneur named Johnny Andrean. The idea to establish J.Co Donut & Coffee started from the habit of Johnny who often travel business to the United States. This research is aimed to analyze the influence of Service Quality, Customer Satisfaction, Customer Value, and CRM Quality to Customer Loyalty from J.Co customer in Surabaya. The sample used in this study is in men and women aged 18-60 who live in the city of Surabaya a number of 135 respondents who have consumed J.Co product is also more specific here, that is by consuming minimum product J.Co twice In the last three months. For processing and analyzing data in this research is by using SPSS as a software to process data. The analysis result shows that Statistical product and service solutions (SPSS) with software 22.0 as softwere to process data. These empirical findings indicate that the Service Quality relationship has an influenc e on CRM Quality with regression coefficient of 0.152. Customer Satisfaction has an influenc e on CRM Quality with regression coefficient of 0.445. Customer Value has an influence on CRM Quality with regression coefficient of 0.152. CRM Quality has an influence on Custom er Loyalty with regression coefficient of 0.669
Showing items related by title, author, creator and subject.
Analisis pengaruh application design, customer service, security/privacy, fulfillment terhadap customer loyalty melalui customer satisfaction dan customer trust pada pelanggan aplikasi SOCO by Sociolla di Surabaya = Analysis of application design, customer service, security/privacy, fulfillment on customer loyalty through customer satisfaction and customer trust on customer application SOCO by Sociolla in Surabaya Octavia, Yemima (Universitas Pelita Harapan Surabaya - Department Of Business School - Faculty Of Management, 2021-08-25)Perkembangan teknologi pada tahun 2020 dan 2021 menjadi lebih maju dan mengalami perkembangan yang amat pesat. Salah satu teknologi yang digunakan dan berguna saat pandemi seperti ini adalah e-commerce. E-commerce ini ...
Analisis pengaruh perceived quality, perceived ease of use, design, applications, price, customer support, corporate image, switching barriers, terhadap customer loyalty melalui customer satisfaction pada pengguna Xiaomi di Surabaya = Analysis of perceived quality, perceived ease of use, design, applications, price, customer support, corporate image, switching barriers, on customer loyalty through customer satisfaction on Xiaomi user in Surabaya Avissa, Maria Chrysilla (Universitas Pelita Harapan Surabaya - Department Of Business School - Faculty Of Management, 2021-08-21)Industri elektronik merupakah salah satu industri yang berperan penting demi memenuhi kebutuhan. Dari TV, kulkas, laptop, komputer, atau ponsel cerdas. Diketahui sendiri bahwa ponsel cerdas menjadi alat elektronik yang ...
ANALISIS PENGARUH PHYSICAL ENVIRONMENT, INTERACTION WITH CUSTOMERS, DAN INTERACTION WITH STAFF TERHADAP CUSTOMER DELIGHT, CUSTOMER SATISFACTION DAN PADA AKHIRNYA TERHADAP CUSTOMER LOYALTY PENGUNJUNG BATU NIGHT SPECTACULAR DI SURABAYA WIRATAMA, DEAN NATHANAEL (Universitas Pelita Harapan Surabaya - Department Of Business School - Faculty Of Management, 2019-09-18)Tourism continues to grow not only in developed countries, but also in developing countries as approved by Indonesia. The tourism sector for the country's economic growth, even the tourism sector has contributed 10.4% ...