Economics and Business
Quarterly Reviews
ISSN 2775-9237 (Online)
Published: 17 March 2022
The Effect of Customer Relationship Management, Service Quality on Customer Value and Customer Satisfaction (Case Study on the Zelika Company of West Papua Province)
Samirudin, Ujianto, Abdul Halik
University of 17 Agustus 1945 Surabaya, Indonesia
Download Full-Text Pdf
10.31014/aior.1992.05.01.408
Pages: 113-121
Keywords: Customer Relationship Management, Service Quality, Customer Value, and Customer Satisfaction
Abstract
This research is a quantitative research that examines customer satisfaction and customer value of Zelika Company, West Papua Province. The aims of this study are: 1) To examine and analyze the effect of customer relationship management on customer value; 2) Test and analyze the effect of service quality on customer value; 3) To test and analyze the effect of customer relationship management on customer satisfaction; 4) To test and analyze the effect of service quality on customer satisfaction; 5) To test and analyze the effect of customer value on customer satisfaction. This type of research is explanatory research, using a quantitative approach with data collection methods through questionnaires, interviews and documentation, instrument measurements were measured using a Likert scale using five points. sampling method using the slovin method. Date analysis uses GeSCA (Generalized Structured Component Analysis) analysis. The research population was 230 respondents, the research sample was 146 people. The results showed that: customer relationship management has a significant effect on customer value, service quality has a significant effect on customer value, customer relationship management has a significant effect on customer satisfaction, customer value has a significant effect on customer satisfaction, and service quality has a significant effect on customer satisfaction.
References
Azzam, Z. A. M. (2014). The Impact of Customer Relationship Management on Cutomer Satisfaction in the Baking Industry-A Case of Jodan”. European Journal of Business and Management. https://www.iiste.org/Journals/index.php/EJBM/article/view/16867.
Cashmere. (2017). Excellent Customer Service Theory and Practice. Jakarta: Raja Grafindo Persada
Creswell, J. W. (2017). Qualitative, Quantitative and Mixed Methods Approach. Yogya: Student Library
Eshetie, S. K., Seyoum, W., & Ali, S. H. (2016). Service Quality and Customer Satisfaction in Hospitality Industry: The Case of Selected Hotels in Jimma Town, Ethiopia. Global Journal of Management and Business Research. https://journalofbusiness.org/index.php/GJMBR/article/view/2149.
Ghozali, I. (2013). Application of Multivariate Analysis with IBM SPSS 21 Update PLS Regression Program, 7th Edition. Diponegoro University Publishing Agency.
Hassana, Rana, S., Aneeb, N., Maryam, N. L., & Fareeha, Z. (2015). Effect of Customer Relationship Management on Customer Satisfaction; 2nd Global Conference on Business, Economics, Management and Tourism 30-31 October 2014, Prague, Czech Republic.
Ismaili, R. (2015). Customer Relationship Management, Customer Satisfaction and loyalty. Academic Journal of Interdiscplinary studies MCSER Publishing Italy. https://www.mcser.org.
Khedkar. (2015). Effect Of Customer Relationship Management On Customer Satisfaction And Loyalty. International Journal of Management.http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.695.8310&rep=rep1&type=pdf.
Konstatinos, P., & Kerstin, V. S. (2017). Social Customer Relationship Management: A Case Study. International Journal of Entrepreneurial Knowledge. DOI:10.1515/ijek-2017-0002
Kotler, P. (2013). Marketing Management Principles, Jakarta: Prenhalindo.
Kotler, P. & Armstrong, G. (2015). Marketing Principles. Jakarta: Erlangga.
Kotler, P. & Kevin, L. K. (2015). Marketing Management. Edition 12. Volume 1. Jakarta : PT. Index.
Mardiyono, A. (2015). Effect of Market Orientation, Organizational Learning, on Competitive Advantage in Improving Marketing Performance. Journal: Scientific UUNTAG Semarang. http://jurnal.untagsmg.ac.id.
Martono. (2015). Quantitative Research Methods. PT. Raja Grafindo Persada: Jakarta.
Mochtar, S., Abdul, M. M., & Sjahruddin, H. (2019). An examination of the relationships between customer relationship management quality, service quality, customer satisfaction and customer loyalty; the case of five star Hotels; Advances. Social Sciences Research Journal. DOI:10.14738/assrj.62.6202
Setyadi, A. & Ali, H. (2017). Brand Image Model: Analysis of Customer Relationship Management (CRM) and Service Quality. Postgraduate from Mercu Buana University, Jakara Indonesia. Saudi Journal of Humanities and Social Sciences ISSN 2415-6256 (Print) Scholars Middle East Publishers ISSN 2415-6248 (Online) Dubai, United Arab Emirates. 984-994.
Sugiyono. (2014). Understanding Qualitative Research. Bandung: Alphabeta.
. (2016). Quantitative, Qualitative, and R&D Research Methods. 13rd Edition. Bandung: Alphabeta.
Solimun. (2012). Structural Equation Modeling Generalized Structured Component Analysis (GSCA). Brawijaya University GSCA Training Module.
Stanton, W. J. (2013). Marketing Principles. 10th Edition. Jakarta : Erlangga.
Tao, F. (2014). Customer relationship Management based on Increasing Customer Satisfaction. International Journal of Business and Social Science.https://ijbssnet.com/journals/Vol_5_No_5_April_2014/32.pdf.
Tjiptono, F. & Gregory, C. (2016). Service, Quality & Satisfaction. Yogyakarta : CV Andi Offset
Tjiptono, F. (2014). Service Marketing. Yogyakarta. Andi Tjiptono.
Uma. (2014). Research Methods for Business Book 1 Edition 4. Jakarta: Salemba Empat.
Utami, C. W. (2010). Retail Management: Strategy and Implementation of Modern Retail Business Operations in Indonesia. Jakarta: Salemba Empat.
Zameer, H., Tara, A., Kausar, U., & Mohsin, A. (2015). Impact of service quality, corporate image and customer satisfaction towards customer' perceived value in the banking sector in Pakistan. International Journal of Bank Marketing. https://doi.org/10.1108/IJBM-01-2014-0015.