Ganya, Diandra Salvyanka and Hanifa Maulani Ramadhan, SAB., MAB (2023) Pengaruh Customer Relationship ‘Management dan Kualitas Layanan terhadap Loyalitas Pelanggan (Survei Terhadap Pelanggan Sociolla Di Kota Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Tujuan 'dari: penelitian ini, yaitw, untuk- mengetahui| dan menjelaskan ;pengaruh Customer. Relationship. Management dan Kualitas Layanan terhadap Loyalitas Pelanggan (Survei Terhadap Pelanggan Sociolla Di Kota Malang). Jenis penelitian pada skripsi-ini menggunakan jenis penelitian-eksplanatori (explanatory research) dengan pendekatan kuantitatif. Pengambilan sampel ;dilakukan oleh pelanggan Sociolla Malang Olympic Garden di Kota Malang dengan 116 responden ‘melalui dengan teknik: purposive sampling serta’pengumpulan data: melalui: kuesioner online. Analisis yang dilakukan pada penelitian. ini adalah analisis linear berganda menggunakan - software SPSS 25 for windows. Hasil dari penelitian ini menunjukkan bahwa (1) variabel Customer Relationship Managenent berpengaruh signifikan .terhadap — Loyalitas .. Pelanggan,. (2). . variabel ..Kualitas...Layanan berpengaruh signifikan terhadap Loyalitas Pelanggan, (3) terdapat pengaruh positif yang signifikan variabel Customer Relationship Management dan variabel Kualitas Layanan secara simultan terhadap. Loyalitas Pelanggan;
English Abstract
The purpose of this research is to find out and' explain”the-effect 'of Customer Relationship. -Managément: and , Service-Quality on 'Customer Loyalty -(Sociolla Costumer Survey in Malang City). This type of research in this thesis uses explanatory research -with a quantitative approach. Sampling was carried out by custoniers / of =Sociolla -Malang: Olynipic. Garden 'ih Malang - City; with 116 respondents_using technique purposive sampling and, data_collection through a questionnaire. The-analysis carried out in this study was multiple linear analysis using SPSS: 25 for:Windows software. The results of this study indicate that (1) the Customer Relationship Management variable has a significant effect on Customer Loyalty, (2 the Service Quality variable has a'significant effect on Custonier Loyalty; (3) thereis: asignificant positive effect on the Customer Loyalty variable: Customer Relationship Management and Variable Service Quality simultaneously on Customer Loyalty.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 0523030502 |
| Uncontrolled Keywords: | Customer. Relationship Management, Service. Quality; Customer Loyalty |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Bisnis / Niaga |
| Depositing User: | Endang Susworini |
| Date Deposited: | 10 Jan 2024 02:32 |
| Last Modified: | 10 Jan 2024 02:32 |
| URI: | http://repository.ub.ac.id/id/eprint/206914 |
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Text (DALAM MASA MEMBARGO)
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