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PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP LOYALITAS PELANGGAN (Studi pada Toko Sepatu Merdeka di Pandaan)

Pranayana, Ady (2019) PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP LOYALITAS PELANGGAN (Studi pada Toko Sepatu Merdeka di Pandaan). Bachelors Degree (S1) thesis, University of Muhammadiyah Malang.

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Abstract

The purpose of this study was to examine the effect of customer relationship management (CRM) on customer loyalty in the Merdeka Shoe Store in Pandaan. This Study uses simple linear regression analysis on 120 respondent who have been determined using purposive sampling as a sampling method using a questionnaire for data collection. The result of the study revelaled that the customer relationship management (CRM) variable with people, process, and technology dimensions had a positive and significant effect on customer loyalty. By implementing a good customer relationship management (CRM) strategy, Merdeka Shoes Shop has loyal customer.

Item Type: Thesis (Bachelors Degree (S1))
Student ID: 201410160311406
Thesis Advisors: Rohmat Dwi Jatmiko (0726026201), Widayat (0702046801)
Keywords: Customer Relationship Management and Customer Loyalty.
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HB Economic Theory
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Economics > Department of Management (61201)
Depositing User: 201410160311406
Date Deposited: 23 Aug 2019 08:39
Last Modified: 04 Sep 2019 04:24
URI : http://eprints.umm.ac.id/id/eprint/50908

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