Customer Relationship Management (CRM) dan Nilai Pelanggan terhadap Loyalitas Pelanggan
DOI:
https://doi.org/10.21512/tw.v11i2.692Keywords:
Customer Relationship Management (CRM), customer value, customer loyaltyAbstract
The tourism world today gains a lot of attention and spotlight is greatly increased in many countries and in different places in the world. It is proven by the increasing number of tourist resorts built, due to visitors using the facility. The purpose of this study is to determine whether there is influence of Customer Relationship Management (CRM) on Customer Value at Hotel Crystal, to see if there is influence of CRM on Customer Loyalty at Hotel Kristal, and to find out whether there is influence of Customer Value on Customer Loyalty at Hotel Kristal. The research is descriptive, while the research method used is survey of 100 customers in Hotel Kristal, South Jakarta. Path analyze is used to determine the influence between variables. Result indicates that the CRM provides a positive and significant influence on the Customer Value at Hotel Kristal. Meanwhile, CRM and Customer Value provide a positive and significant influence at Hotel Kristal subsequently affecting Customer Loyalty Hotel Kristal.
Plum Analytics
References
Griffin, J. (2005). Customer loyalty: Menumbuhkan dan mempertahankan kesetiaan pelanggan. Edisi revisi dan terbaru, Jakarta: Erlangga.
Kotler, P., dan Keller, K.L. (2007). Manajemen pemasaran, jilid pertama, Jakarta: Erlangga.
Kotler, P., dan Keller, K.L. (2007). Manajemen pemasaran, jilid pertama, Jakarta: PT Indeks.
Kuncoro, E.A., dan Riduwan. (2007). Cara menggunakan dan memaknai analisis jalur (path analysis), Bandung: Alfabeta.
Sheth, J.N., Parvatiyar, A., and & Shainesh, G. (2002). Customer relationship management: Emerging concepts, tools, and application, New Delhi: Tata-McGrawHill.
Wahyuningsih. (2004). Customer value: Concept, operationalization, and outcome. Usahawan, Agustus, No.8, TH XXXIII.
Wang, Y., et al. (2004). An integrated framework for customer value and customer-relationship-management. Journal Managing Service Quality, 2004, 14, 2/3, ABI/INFORM Global, p.169.
Downloads
Published
How to Cite
Issue
Section
License
Authors who publish with this journal agree to the following terms:
a. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License - Share Alike that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
b. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
c. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
USER RIGHTS
All articles published Open Access will be immediately and permanently free for everyone to read and download. We are continuously working with our author communities to select the best choice of license options, currently being defined for this journal as follows: Creative Commons Attribution-Share Alike (CC BY-SA)
