Ayuningtyas, Rezitha and , Ir. Irmawati, S.E., MSi (2019) Analisis Pengaruh Customer Relationship Management, Citra Merek, Kepercayaan,Dan Kepuasan Terhadap Loyalitas Pelanggan Pada Larissa Aesthetic Center Di Surakarta. Skripsi thesis, Universitas Muhammadiyah Surakarta.
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Abstract
This study aims to analyze the relationship between Customer Relationship Management, brand image, trust and satisfaction with customer loyalty, as the object of research is the consumer Larissa Aesthetic Center in Surakarta. Data were collected through a questionnaire using accidental sampling techniques for 100 respondents who had taken care or used the Larissa Aesthetic Center product in Surakarta. The type of data used is primary data with questionnaire data collection methods. The analytical tool used is multiple regression which was first tested with validity and reliability. The results of this study indicate that Customer Relationship Management, brand image, trust and satisfaction have a significant effect on customer loyalty. The variable that has the most positive and significant effect on customer loyalty is satisfaction. Therefore, the management of Larissa Aesthetic Center should focus on increasing the satisfaction of their customers and implementing CRM well, such as maintaining product quality, service quality and continuing to maintain a good relationship with its customers.
| Item Type: | Karya ilmiah (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Customer Relationship Management, Brand Image, Trust, Satisfaction, Customer Loyalty |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | REZITHA AYUNINGTYAS |
| Date Deposited: | 19 Nov 2019 02:59 |
| Last Modified: | 19 Nov 2019 02:59 |
| URI: | http://eprints.ums.ac.id/id/eprint/78922 |
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