Image of Pengaruh Kualitas Produk, Kualitas Pelayana, Customer Relationship Management terhadap Loyalitas Pelanggan (Studi Pelanggan Alfamart Solo Raya)

SKRIPSI MBS

Pengaruh Kualitas Produk, Kualitas Pelayana, Customer Relationship Management terhadap Loyalitas Pelanggan (Studi Pelanggan Alfamart Solo Raya)

ABSTRACK

Product quality and service quality are important for the company. Likewise,
customer relationship management is also important for the company. Customers
who are satisfied with the products, services and relationship management
provided to them will make these customers loyal. The purpose of this study was to
determine whether there is an effect of product quality, service quality and customer
relationship management on customer loyalty at Alfamart Solo Raya. The
population in this study were Alfamart Solo Raya customers with purposive
sampling technique and obtained a research sample of 96 samples.
For the dependent variable (Y) of this study is customer loyalty. For
independent variables (X) is product quality, service quality and customer
relationship management. This study uses multiple linear analysis which is used to
test the relationship between two or more variables. The data sources used are
primary data and secondary data using Statistical Program for Social Science
(SPSS) data processing analysis.
Based on the results of the analysis, this study shows that: 1) Product quality
has a positive and significant effect on customer loyalty, 2) Service quality has a
positive and significant effect on customer loyalty, and 3) customer relationship
management has a positive and insignificant effect on customer loyalty.
Keywords: Product Quality, Service Quality, Customer Relationship
Management, Loyalty

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Informasi Detail
Judul Seri
-
No. Panggil
2X6.3 SIS p 23
Penerbit
SUKOHARJO : Manajemen Bisnis Syariah_UIN RM Said.,
Deskripsi Fisik
21 cm, 89 halaman
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
2X6.3
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
Manajemen Bisnis Syariah
Info Detail Spesifik
-
Pernyataan Tanggungjawab
Versi lain/terkait

Tidak tersedia versi lain

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