Pengaruh Customer Relationship Management (Crm) terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan (Survey pada Pelanggan PT. Gemilang Libra Logistics, Kota Surabaya)

摘要

The purpose of this research is to determine the influence of the three independent variables of Customer Relationship Management (CRM) ; Commitment, Communication, and Quality Service on Customer Loyalty through Customer Satisfaction. The type of this research is explanatory research with quantitative approach. Sample in this study were 55 respondents who become customers PT. Gemilang Libra Logistics, Surabaya. Data analysis technique used in this study is path analysis. The result of this study indicate that the coefficient of determination is based on the analysis of the result obtained of 0.872 means that 87.2% Customer Loyalty variable influenced by CRM and Customer Satisfaction. Based of significant F(0.000)<a=0.05, it indicates that calculating of CRM are Commitment, Communication to the Customer Loyalty is significant, and Quality Service to the Customer Loyalty is not significant. Calculations of Satisfaction Customer to the Customer Loyalty is not significant with significant value of F(0.000)>a=0.05.