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
DOI: https://doi.org/10.19184/ejeba.v7i2.17185

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
How to Cite
SAPUTRI, Ade; HUDAYAH, Syarifah; ABIDIN, Zainal. Pengaruh Customer Relationship Management dan Kualitas Layanan Terhadap Kepuasan dan Loyalitas Pelanggan Media Advertising di Samarinda. e-Journal Ekonomi Bisnis dan Akuntansi, [S.l.], v. 7, n. 2, p. 114-119, sep. 2020. ISSN 2685-3523. Available at: <https://jurnal.unej.ac.id/index.php/e-JEBAUJ/article/view/17185>. Date accessed: 21 nov. 2024. doi: https://doi.org/10.19184/ejeba.v7i2.17185.
Citation Formats
Issue
Vol 7 No 2 (2020): e-JEBA Volume 7 Nomor 2 Tahun 2020
Section
Articles