PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP LOYALITAS KONSUMEN PADA RESTORAN CONFIT SURABAYA

Ignatius Abhimantra, Christopher Grayson, Adriana Aprilia

Abstract


       Abstrak - Tujuan dalam penelitian ini adalah untuk megetahui pengaruh Customer Relationship Management melalui financial benefit, social benefit, structural tie secara signifikan terhadap loyalitas konsumen pada restoran Confit Surabaya. Jenis penelitian yang digunakan adalah kuantitatif kausal. Populasi dalam penelitian ini adalah konsumen pemegang kartu member Confit Surabaya. Pengumpulan data dalam penelitian ini diperoleh dari kuesioner yang dibagikan kepada 50 konsumen Confit Surabaya. Teknik analisis menggunakan analisa regresi linear berganda. Hasil penelitian menunjukkan bahwa financial benefit berpengaruh signifikan terhadap loyalitas konsumen.  

 

Kata kunci: Customer Relationship Management, Financial Benefit, Social Benefit, Structural Tie, Loyalitas Konsumen, Restoran Confit Surabaya

 

Abstract - The purpose of this research was to determine the effect of Customer Relationship Management through financial benefit, social benefit, structural tie significantly to customer loyalty in Confit restaurant Surabaya. This type of research is quantitative causal. The population of this research is that membership card holder customer of Confit Surabaya. Collecting data in this study were obtained from questionnaires distributed to 50 customer Confit Surabaya. Mechanical analysis use multiple linear regression analysis. The results show that financial benefit has significant affects toward customer loyalty. 

 

Keywords: Customer Relationship Management, Financial Benefit, Social Benefit, Structural Tie, Customer Loyalty, Confit Restaurant Surabaya


Full Text:

PDF

References


DAFTAR REFERENSI

Adriana, L. Y., & Setiawan, F. (2013). Analisa manfaat customer relationship management terhadap loyalitas pelanggan di pondok tjandra indah sports club Surabaya. Jurnal of Hospitality Management, 1(2), 7-16.

Andreani, F., Sumargo, Y. & Lie, C. (2012). The influence of customer relationship management (CRM) on customer loyalty in JW Marriot hotel Surabaya. Jurnal Manajemen dan Kewirausahaan, 14(2), 156-163.

Boone, L. E. & Kurtz, D. L. (2005). Contemporay marketing. Ohio: Thomson South Western.

Dharmayanti, D. (2006). Analisis dampak service performance dan kepuasan sebagai moderating variabel terhadap loyalitas. Jurnal Manajemen Pemasaran, 1(1).

Hasan, A. (2008). Marketing. Yogyakarta : Media Utama.

Istijanto. (2005). Aplikasi praktis riset pemasaran. Jakarta : PT Gramedia Pustaka Utama.

Kotler, P. & Armstrong, G. (2010). Principles of Marketing. 10th Edition. New Jersey: Prentice Hall.

Keller, K. L., & Kotler, P. (2012). In Handbook of Business-to-Business Marketing (pp. 208-225). North Western: Edward Elgar Publishing Ltd.

Persson,C. (2004). When consumer loyalty?. Journal of Marketing, 6(3), 33-44.

Peterson, L. (1995). Relatinship marketing and the customer. Journal of the Academy of Marketing Science, 23(4), 278-281.

Soeling, P. D. (2007). Pertumbuhan bisnis dan tanggung jawab sosial perusahaan. Jurnal Ilmu Administrasi dan Organisasi, 4(2), 17-33.

Sugiyono. (2010). Metode penelitian pendidikan pendekatan kuantitatif, kualitatif dan R&D. Bandung: Alfabeta.

Sugiyono. (2014). Metode penelitian kuantitatif, kualitatif dan R&D. Bandung: Alfabeta.


Refbacks

  • There are currently no refbacks.