ANALISIS PENGARUH SERVICE QUALITY, CUSTOMER SATISFACTION, DAN CUSTOMER VALUE TERHADAP CUSTOMER LOYALTY MELALUI CRM QUALITY PADA PELANGGAN GERAI J.CO DI SURABAYA

Abstract

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