Anugrah, Mirza (2022) PENGARUH VALUE BASED CRM TERHADAP LOYALITAS PELANGGAN MIE MAPAN SIDOARJO MELALUI KEPUASAN PELANGGAN. Sarjana thesis, Universitas Nahdlatul Ulama Sidoarjo.
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Abstract
Penelitian ini bertujuan untuk mengetahui hasil uji Pengaruh Value Based CRM Terhadap Loyalitas Pelanggan Mie Mapan Sidoarjo, pengaruh Value Based CRM Terhadap kepuasan pelanggan Mie Mapan Sidoarjo, pengaruh kepuasan pelanggan terhadap loyalitas pelanggan Mie Mapan Sidoarjo dan Pengaruh Value Based CRM Terhadap Loyalitas Pelanggan Mie Mapan Sidoarjo Melalui Kepuasan Pelanggan.
Metode penelitian yang di gunakan adalah metode kuantitatif deskriptif dengan menggunakan alat analisis SEM-PLS 3.0 untuk mengukur hasil dari Value Based CRM sebagai variabel independen, Loyalitas Pelanggan sebagai variabel dependen dan Kepuasan Pelanggan sebagai variabel intervening. Penelitian ini menggunakan analisis deskriptif dengan 100 responden. Teknik pengambilan sampel menggunakan teknik non probability sampling dengan jenis purposive sampling yang merupakan teknik pengambilan sampel berdasarkan kriteria
tertentu yaitu pelanggan Mie Mapan Sidoarjo yang telah melakukan pembelian lebih dari dua kali.
Hasil penelitian ini menunjukkan bahwa variabel Value Based CRM berpengaruh signifikan terhadap loyalitas pelanggan Mie Mapan Sidoarjo dengan nilai T-Statistic sebesar 17,509. Hasil variabel value based CRM berpengaruh signifikan terhadap kepuasan pelanggan Mie Mapan Sidoarjo dengan nilai T-Statistic sebesar 10,254. Hasil variabel kepuasan pelanggan berpengaruh signifikan terhadap loyalitas pelanggan Mie Mapan Sidoarjo dengan nilai T-Statistic sebesar 71,003. Hasil variabel Value Based CRM berpengaruh signifikan terhadap loyalitas pelanggan Mie Mapan Sidoarjo melalui kepuasan pelanggan dengan nilai T-Statistic sebesar 9,976.
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This study aims to determine the test results of the Effect of Value Based CRM on Customer Loyalty of Mie Mapan Sidoarjo, the effect of Value Based CRM on customer satisfaction of Mie Mapan Sidoarjo, the effect of customer
satisfaction on customer loyalty Mie Mapan Sidoarjo and the Effect of Value Based CRM on Customer Loyalty of Mie Mapan Sidoarjo Through Customer satisfaction.
The research method used is descriptive quantitative method using SEM-PLS 3.0 analysis tool to measure the results of Value Based CRM as the independent variable, Customer Loyalty as the dependent variable and Customer Satisfaction as the intervening variable. This study uses descriptive analysis with 100 respondents. The sampling technique used a non-probability sampling technique with purposive sampling, which is a sampling technique based on certain criteria, namely Mie Mapan Sidoarjo customers who have made purchases more than twice.
The results of this study indicate that the Value Based CRM variable has a significant effect on customer loyalty Mie Mapan Sidoarjo with a T-Statistic value of 17,509. The results of the value based CRM variable have a significant effect on customer satisfaction Mie Mapan Sidoarjo with a T-Statistic value of 10.254. The results of the variable customer satisfaction have a significant effect on customer loyalty Mie Mapan Sidoarjo with a T-Statistic value of 71.003. The results of the Value Based CRM variable have a significant effect on customer loyalty Mie Mapan Sidoarjo through customer satisfaction with a T-Statistic value of 9.976.
Item Type: | Thesis (Sarjana) |
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Uncontrolled Keywords: | Value Based CRM , Loyalitas Pelanggan , Kepuasan Pelanggan Value Based CRM, Customer Loyalty, Customer Satisfaction |
Subjects: | H Social Sciences > HB Economic Theory |
Divisions: | Fakultas Ekonomi > Manajemen |
Depositing User: | Perpustakaan UNUSIDA |
Date Deposited: | 20 Nov 2023 08:44 |
Last Modified: | 29 Feb 2024 06:53 |
URI: | http://digilib.repository.unusida.ac.id/id/eprint/353 |