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Pengaruh Customer Relationship Management dan Kualitas Layanan Terhadap Kepuasan dan Loyalitas Pelanggan Media Advertising di Samarinda
Pengaruh Customer Relationship Management dan Kualitas Layanan Terhadap Kepuasan dan Loyalitas Pelanggan Media Advertising di Samarinda
Ade Saputri
Program Magister Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Mulawarman Samarinda
Syarifah Hudayah
Fakultas Ekonomi dan Bisnis, Universitas Mulawarman Samarinda
Zainal Abidin
Fakultas Ekonomi dan Bisnis, Universitas Mulawarman Samarinda
Abstract
The purpose of this study was to analyze the effect of customer relationship management and service quality on customer satisfaction and loyalty of advertising media companies in Samarinda. The population in this study were customers of advertising media companies in Samarinda. Using accidental sampling, the sample in this study was 100 respondents. The analysis in this study is path analysis with the SPSS program. The results showed that CRM has a positive and significant effect on customer satisfaction, CRM has a positive and significant effect on customer loyalty, service quality has a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer loyalty in advertising media in Samarinda city.
Published
2020-09-03
Issue
Vol. 7 No. 2 (2020): e-JEBA Volume 7 Number 2 Year 2020
Section
Artcles
Pages
114-119
License
Copyright (c) 2026
e-Journal Ekonomi Bisnis dan Akuntansi
Universitas Jember
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