Analysis of customer relationship management and service quality on customer loyalty
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Published:
May 30, 2023
Keywords:
Customer Relationship Management, Service Quality, Customer Loyalty
Section
Computer Science
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Abstract
This study discusses the variables that can affect the loyalty of the company to the company that is currently researched, which is PT Dua Benua Pratama. The aim of this study is to analyze Customer Relationship Management and Service Quality and Customer Loyalty at PT Dua Benua Pratama. This study was carried out on 101 respondents who were partners from PT Dua Benua Pratama. In the analysis of the data, this study used SPSS with the linear regression method. The conclusion of this study is that there is an influence between Customer Relationship Management and Service Quality and Customer Loyalty on PT Dua Benua Pratama. The use of CRM can help companies in understanding customer needs better,ining good communication and building customer trust, thus increasing customer loyalty. In addition, good service quality can also increase customer satisfaction and strengthen the emotional bond with the brand, thereby increasing customer loyalty. The practical implications of this research are that companies can improve CL by using the right CRM strategy and focusing on quality service.
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How to Cite
Rabiah, A. S. and Fadillah, A. R. . (2023) “Analysis of customer relationship management and service quality on customer loyalty”, Jurnal Mantik, 7(1), pp. 344-349. doi: 10.35335/mantik.v7i1.3723.
References
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Ngo, V. M., & Nguyen, H. H. (2016). The relationship between service quality, customer satisfaction and customer loyalty: An investigation in Vietnamese retail banking sector. Journal of Competitiveness.
Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model. The TQM Journal, 32(6), 1443–1466.
Setiawan, F., Idris, I., & Abror, A. (2019). The relationship between religiosity, service quality, customer satisfaction and customer loyalty. 2nd Padang International Conference on Education, Economics, Business and Accounting (PICEEBA-2 2018), 233–241.
Setó-Pamies, D. (2012). Customer loyalty to service providers: examining the role of service quality, customer satisfaction and trust. Total Quality Management & Business Excellence, 23(11–12), 1257–1271.
Wijoyo, H., Haudi, H., Ariyanto, A., Sunarsi, D., & Akbar, M. F. (2020). Pelatihan Pembuatan Konten Digital Marketing Dalam Meningkatkan Kompetensi Mahasiswa (Pengabdian Kepada Masyarakat Kerjasama Antar Kampus). Ikra-Ith Abdimas, 3(3), 169–175.
Adam, M., Ibrahim, M., Ikramuddin, I., & Syahputra, H. (2020). The role of digital marketing platforms on supply chain management for customer satisfaction and loyalty in small and medium enterprises (SMEs) at Indonesia. International Journal of Supply Chain Management, 9(3), 1210–1220.
Alzoubi, H., Alshurideh, M., Kurdi, B., Akour, I., & Aziz, R. (2022). Does BLE technology contribute towards improving marketing strategies, customers’ satisfaction and loyalty? The role of open innovation. International Journal of Data and Network Science, 6(2), 449–460.
Arora, L., Singh, P., Bhatt, V., & Sharma, B. (2021). Understanding and managing customer engagement through social customer relationship management. Journal of Decision Systems, 30(2–3), 215–234.
Cheng, G., Cherian, J., Sial, M. S., Mentel, G., Wan, P., Álvarez-Otero, S., & Saleem, U. (2021). The relationship between csr communication on social media, purchase intention, and e-wom in the banking sector of an emerging economy. Journal of Theoretical and Applied Electronic Commerce Research, 16(4), 1025–1041.
Dewnarain, S., Ramkissoon, H., & Mavondo, F. (2019). Social customer relationship management: An integrated conceptual framework. Journal of Hospitality Marketing & Management, 28(2), 172–188.
Hawkins, D., & Hoon, S. (2019). The impact of customer retention strategies and the survival of small service-based businesses. Stephanie, The Impact of Customer Retention Strategies and the Survival of Small Service-Based Businesses (August 29, 2019).
Jun, S., & Yi, J. (2020). What makes followers loyal? The role of influencer interactivity in building influencer brand equity. Journal of Product & Brand Management, 29(6), 803–814.
Kampani, N., & Jhamb, D. (2020). Analyzing the role of e-crm in managing customer relations: A critical review of the literature. Journal of Critical Review, 7(4), 221–226.
Kim, J. J., Lee, J.-S., & Han, H. (2023). Tangible and intangible hotel in-room amenities in shaping customer experience and the consequences in the with-corona era. International Journal of Contemporary Hospitality Management, 35(2), 657–681.
Kirmaci, S. (2012). Customer relationship management and customer loyalty; a survey in the sector of banking. International Journal of Business and Social Science, 3(3).
Li, M.-W., Teng, H.-Y., & Chen, C.-Y. (2020). Unlocking the customer engagement-brand loyalty relationship in tourism social media: The roles of brand attachment and customer trust. Journal of Hospitality and Tourism Management, 44, 184–192.
Lysenko-Ryba, K., & Zimon, D. (2021). Customer behavioral reactions to negative experiences during the product return. Sustainability, 13(2), 448.
Mokhtar, S., & Sjahruddin, H. (2019). An examination of the relationships between customer relationship management quality, service quality, customer satisfaction and customer loyalty: The case of five star hotels. Advances in Social Sciences Research Journal, 6(2).
Naim, A. (2022). Mapping Of Social Customer Relationship Management With Electronic Customer Relationship Management. European Journal of Interdisciplinary Research and Development, 2, 14–25.
Ngo, V. M., & Nguyen, H. H. (2016). The relationship between service quality, customer satisfaction and customer loyalty: An investigation in Vietnamese retail banking sector. Journal of Competitiveness.
Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model. The TQM Journal, 32(6), 1443–1466.
Setiawan, F., Idris, I., & Abror, A. (2019). The relationship between religiosity, service quality, customer satisfaction and customer loyalty. 2nd Padang International Conference on Education, Economics, Business and Accounting (PICEEBA-2 2018), 233–241.
Setó-Pamies, D. (2012). Customer loyalty to service providers: examining the role of service quality, customer satisfaction and trust. Total Quality Management & Business Excellence, 23(11–12), 1257–1271.
Wijoyo, H., Haudi, H., Ariyanto, A., Sunarsi, D., & Akbar, M. F. (2020). Pelatihan Pembuatan Konten Digital Marketing Dalam Meningkatkan Kompetensi Mahasiswa (Pengabdian Kepada Masyarakat Kerjasama Antar Kampus). Ikra-Ith Abdimas, 3(3), 169–175.
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