PENGARUH CUSTOMERS RELATIONSHIP MANAGEMENT DAN CORPORATE SOCIAL RESPONSIBILITY TERHADAP CUSTOMER LOYALTY DENGAN COMPETITIVE ADVANTAGE DAN BRAND IMAGE SEBAGAI VARIABEL INTERVENING DI STARBUCKS SURABAYA

Hadi Setio(1*),


(1) 
(*) Corresponding Author

Abstract


The growth of the upper class society in Indonesia increased, leading to increased demand and supply of coffee dibisnis, especially the second largest metropolitan city of Surabaya. In Surabaya, the culture of drinking coffee in a cafe classy began to spread. The emergence of new cafes with the same concept to the competition in the coffee business is becoming increasingly heavy, how do Starbucks cafes to remain persaing win in the increasingly severe.
market research aimed to analyze the influence of customers relationship management and corporate social responsibility towards Customer loyalty with Competitive advantage and brand image as an intervening variabel in Starbucks Surabaya.
This study will be conducted by distributing questionnaires to 100 respondents consumers Starbucks Surabaya. Analysis technique used is quantitative analysis techniques.


Keywords


Customers Relationship Management, Corporate Social Responsibility, Customer Loyalty, Competitive Advantage, Brand Image.

Full Text:

PDF

References


Buttle, Francis (2004). Customer

relationship management : concept

and tools. Amsterdam: Bayumedia.

Chahal. H. & Sharma. R.D. (2006).

Implications of corporate social

responsibility on marketing

performance: A coneptual

framework. Jounal of service

research.

Coombs W. Timothy, Holladay Sherry J.

(2011).Managing Corporate Social

Responsibility: A Communication

Approach. John Wiley & Sons.

JURNAL MANAJEMEN PEMASARAN PETRA

Dyche, Jill (2002). The CRM handbook :

a business guide to customer

relationship management.

Addison - Wesley Information

Technology series.

Griffin, Jill. (2005). Customer loyalty :

menumbuhkan dan mempertahankan

kesetiaan pelanggan. Jakarta : Erlangga.

Keller, Kevin Lane (2008). Strategic

Brand Management: Building,

Measuring, and Managing Brand

Equity. 3rd ed. New Jersey: Pearson

Education.

Kotler, Philip & Armstrong, Gary (2004).

Principles of marketing 10th ed.

Upper Saddle River.

Kotler Philip, Lee Nancy (2005).

Corporate Social Responsibility:

Doing the Most Good for Your

Company and Your Cause. John

Wiley & Sons.

Kotler, Philip & Armstrong, Gary (2006).

Principles of marketing 11th ed.

Upper Saddle River.

Li, s., Ragu-Nathan. B., Ragu-Nathan,

T.S., and Rao, S. Subba. (2006).

The impact of supply chain

Management practices on

competitive advantange and

organizational performance.

Elsevier Ltd : Omega, 34. 107-124

Malhotra, N. K. (2007). Marketing

Research: An Applied Orientation

(5th Ed.) New Jersey: Prentice Hall.

Oliver, R. L. (1999). Whence consumer

loyalty?. Journal of Marketing

(Special Issue), 63, 33-44.

Roberts, K. (2004). Lovemarks: The

future beyond brands (1st ed.). New

York: Powerhouse Books.

Simamora, B. (2004). RisetPemasaran.

PT Gramedia Pustaka Utama.

Sugiyono. (2011). Metode Penelitian

Kuantitatif, Kualitatif dan R&D.

Bandung : Alfabeta.

Sun William, Stewart Jim, Pollard David

(2010). Reframing Corporate Social

Responsibility: Lessons from the

Global Financial Crisis.Emerald

Group Publishing.

Werther William B., Chandler Jr., David

(2010). Strategic corporate social

responsibility : stakeholders in a

global environment 2nd ed..SAGE.

www.arthinkle.com (26/09/14). About Trend

bisnis cafe. Retrieved 28 Maret 2015

from

http://www.arthinkle.com/articles/detail

/trend-bisnis-cafe.

www.tempo.co (30/6/2014). About Orang

Indonesia Makin Gemar Minum-

Kopi. Retrieved 28 Maret 2015

from

http://www.tempo.co/read/news/201

/06/30/092589168/Orang-

Indonesia-Makin-Gemar-Minum-

Kopi.


Refbacks

  • There are currently no refbacks.