dc.description.abstract | With the help of measuring instrument of Service Quality, Customer
Relationship Management, and Customer Satisfaction, this study is accomplished
to determined the level to increase Repetitive Buying in Alex’s Salon Embong
Kenongo Surabaya. Alex’s Salon Embong Kenongo, as an service company
engaged in salon, used the variable of Service Quality, Customer Relationship
Management, and Customer Satisfaction to increase Repetitive Buying. The
elements of Service Quality, Customer Relationship Management, and Customer
Satisfaction also influence the level on Repetitive Buying in Alex’s Salon
Embong Kenongo.
The analysis technique used quantitative and linear regression analysis
methods to describe simultaneously the influence of Service Quality, Customer
Relationship Management, and Customer Satisfaction to increase Repetitive
Buying in Alex’s Salon Embong Kenongo Surabaya.
The result of this research showed that Customer Satisfaction variable
influenced by two variables which are Customer Relationship Mangement
variable with coefficient regression is 0.400 and Service Quality variable with
coefficient regression is 0.390. The level on Repetitive Buying variable influenced
by Customer Satisfaction variable with coefficient regression is 0.600. | en_US |