The Influence of Customer Relationship Management (CRM) and Service Quality on Customer Satisfaction at the Bengkalis Chamber of Commerce and Industry

Raudahthul Jannah, Nageeta Tara Rosa

Abstract


This study aimed to determine the effect of Customer Relationship Management (CRM) and Service Quality on Customer Satisfaction at the Bengkalis Chamber of Commerce and Industry. The data type of this research is quantitative. The sample in this study was 100 respondents, data processing using SPSS 27. using the F test, t test and R Square. Analysis method the analysis method used is multiple regression analysis. The results of this study indicate that: (1) The effect of CRM on customer satisfaction has positive and significant impact on customer satisfaction. (2) the effect of service quality on customer satisfaction positive and significant impact on customer satisfaction, and (3) the effect of Customer Relationship Management (CRM) and Service Quality has positive and significant impact on customer satisfaction. The conclusion is that Customer Relationship Management (CRM) and Service Quality simultaneously have a positive and significant effect on customer satisfaction.

Keywords


Customer Relationship Management (CRM), Service Quality, Customer Satisfaction

Full Text:

PDF (download here)

References


Alqorni, f. H., & patrie, h. (2020). Implementasi E-CRM (Electronic Customer Relationship Management dalam meningkatkan kepuasan dan pelayanan terhadap anggota koperasi pegawai negeri mina uta-ma. Idealis: Indonesia Journal Information system, 3(1), 295-300

Clark. (2022). CMSWIRE: Pentingnya Hubungan Emosional Positif dengan Pelanggan. Available from: htpps://www.cmswire.com/customer- experience/the-importance-of-positive-emotional-connections-with-customers/ Accessed 20th December 2023.

Baran, R. J., & Galka, R. J. (2016). Customer Relationship Management: the foundation of contemporary marketing strategy. Taylor & Francis.

Ellyamien, t. (2019). Pengaruh Electronic Customer Relationship Management (E-CRM) dan Service Quality Terhadap Loyalitas Customer pada PT. Java Abadi Gemilang di Surabaya (Doctoral Dissertation, STIE Mahardhika Surabaya).

Francis Buttle. (2009) Customer Relationship Management Concepts and Technology, Second Edition, Published by Elsevier Ltd, Burlington, MA 01803, Amerika Serikat.

Hardani, Andriani, H., Auliya, N. H., Fardani, R. A., Ustiawaty, J., Utami, E. F., Sukmana, D. J., & Istiqomah, R. R. (2020). Buku Metode Penelitian Kualitatif dan Kuantitatif (Issue March).

Hardjono, B., & San, L. P. (2017). Customer relationship management implementation and its implication to customer loyalty in hospitality industry. JDM (Jurnal Dinamika Manajemen), 8(1), 92-107.

Itani, O. S., Krush, M. T., Agnihotri, R., & Trainor, K. J. (2020). Social media and customer relationship management technologies: Influencing buyer-seller information exchanges. Industrial Marketing Management, 90, 264-275.

Indrasari, M. (2019). Pemasaran Dan Kepuasan Pelanggan: pemasaran dan kepuasan pelanggan. unitomo press.

Kadin Indonesia. (2023). “History of kadin Indonesiaâ€. https://kadin.id/tentang-kadin/sejarah-kadin/#

Khadka, K., & Maharjan, S. (2017). Customer satisfaction and customer loyalty: Case trivsel städtjänster (trivsel siivouspalvelut).

Kantaprawira, a. P. (2022). Pengaruh profesionalisme kerja terhadap kinerja organisasi kamar dagang dan industri provinsi jawa barat periode 2013-2018. Jurnal manajemen bisnis dan organisasi, 1(2), 332-336.

Kumar, V., & Reinartz, W. (2018). Customer relationship management. Springer-Verlag GmbH Germany, part of Springer Nature 2006, 2012, 2018.

Lam, A. Y. C., Cheung, R. & Lau, M. (2013). The Influence of Internet-Based Customer Relationship Management on Customer Loyalty. Contemporary Management Reasearch. Volume 9 No.4. 419-440

Marshellina, M., & Prabowo, H. (2013). Pengaruh e-CRM dan Service Quality terhadap Customer Satisfaction dan Dampaknya terhadap Customer Loyalty pada PT XL. Binus Business Review, 4(2), 619-630.

Pamella. (2022). Mekari qontak: E-CRM: Kelebihan dan Cara Membangunnya! Available from: https://qontak.com/blog/e-crm-adalah/, Accessed 20th December 2023.

Pilo. (2023). MitraComm Ekasarana: Kualitas Layanan adalah Indikator Penting untuk Kesuksesan Bisnis. Available from: https://(mitracomm.com/kualitas -pelayanan/), Accessed 20th December 2023.

Noviana, G. (2021, September). An Analysis of the Implementation of Electronic Customer Relationship Management (E-CRM) Towards Customer Loyalty. In 5th Global Conference on Business, Management and Entrepreneurship (GCBME 2020) (pp. 434-438). Atlantis Press.

Perez-Vega, R., Hopkinson, P., Singhal, A., & Mariani, M. M. (2022). From CRM to social CRM: A bibliometric review and research agenda for consumer research. Journal of Business Research, 151, 1-16.

Rahayu, S., Cakranegara, P. A., Simanjorang, T. M., & Syobah, S. N. (2022). Implementation of Customer Relationship Management System to Maintain Service Quality for Customer. Enrichment: Journal of Management, 12(5),

Rofiah, C., & Wahyuni, D. (2017). Kualitas Pelayanan Dan Pengaruhnya Terhadap Loyalitas Pelanggan Yang Di Mediasi Oleh Kepuasan Di Bank Muamalat Jombang. Eksis: Jurnal Riset Ekonomi Dan Bisnis, 12(1).

Rubio, N., & Yagüe, M. J. (2019). Customer loyalty and brand management.

Rust, R. T. (2020). The future of marketing. International Journal of Research in Marketing, [ISSN: 0167-8116] 37(1), 15–26.https://doi.org/10.1016/j.ijresmar. 2019.08.002.

Sahir, S. H. (2021). Metodologi penelitian. KBM Indonesia Banguntapan, Bantul-Jogjakarta.

Savira, D. A., Hendrayati, H., & Hurriyati, R. (2021, July). The Effect of Electronic Customer Relationship Management (eCRM) on Customer Satisfaction. In 6th Global Conference on Business, Management, and Entrepreneurship (GCBME 2021) (pp. 216-220). Atlantis Press.

Sirait, D. P. (2018). Pengaruh Customer Relationship Management Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan: The Effect of Relationship Management and Service Quality on Customer Satisfaction. Digest Marketing, 3(1), 79-85.

Sürücü, L., & Maslakçi, A. (2020). Validity and Reliability in Quantitative Research. Business & Management Studies: An International Journal, 8(3), 2694–2726. https://doi.org/10.15295/bmij.v8i3.1540

Sugiyono, D. (2013). Metode penelitian pendidikan pendekatan kuantitatif, kualitatif dan R&D.

Zihayat, M., Ayanso, A., Davoudi, H., Kargar, M., & Mengesha, N. (2021). Leveraging non-respondent data in customer satisfaction modeling. Journal of Business Research, 135, 112-126




DOI: https://doi.org/10.35314/inovbizmik.v4i1.4062

Refbacks

  • There are currently no refbacks.


Copyright (c) 2024 Raudahthul Jannah, Nageeta Tara Rosa, Nageeta Tara Rosa

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

This Journal has been listed and indexed in :

JournalStories Main logo

Copyright of Inovbiz: Jurnal Inovasi Bisnis Manajemen Investasi dan Kewirausahaan (e-ISSN : 2776-8139)

Creative Commons License
Inovbiz: Jurnal Inovasi Bisnis Seri Manajemen Investasi dan Kewirausahaan is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

Editorial Office :
Pusat Penelitian dan Pengabdian kepada Masyarakat
 Politeknik Negeri Bengkalis 
Jl. Bathin alam, Sungai Alam Bengkalis-Riau 28711 
E-mail: inovbizmk@polbeng.ac.id
www.polbeng.ac.id

View My Statistics