Pengaruh Customer Relationship Management dan Kualitas Layanan Terhadap Kepuasan dan Loyalitas Pelanggan Media Advertising di Samarinda

Saputri, Ade; Hudayah, Syarifah; Abidin, Zainal

doi:10.19184/ejeba.v7i2.17185

Cited by 3 publications

(6 citation statements)

References 12 publications

(14 reference statements)

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“…This is because the quality service provided by cosmetic retail stores in Badung Regency will encourage customers to establish a close relationship with the company so as to increase customer loyalty. This finding is in accordance with the research of Furoida (2018), Dewi et al (2018), Nunkoo et al (2020), Saputri et al (2020) and Gopi and Samat (2020) which found that service quality has a positive and significant effect on customer loyalty. Some aspects that need attention are the ability of marketers to welcome customers also need to be considered by making good service standards, training employees related to the content and benefits of products is also needed to improve the ability to provide consultations, especially in the field of beauty or cosmetics so that employees can recommend and provide solutions to customers, quickly respond to customer complaints and provide genuine attention to the customers by making sure every complaint can be handled properly.…”

Section: The Influence Of Service Quality On Customer Loyaltysupporting

confidence: 92%

“…Nunkoo et al (2020) found that service quality affects customer satisfaction at star hotels in South Africa. Saputri et al (2020) found that service quality has a positive and significant effect on Media Advertising customer loyalty in Samarinda. Gopi and Samat (2020) research found that service quality has a positive and significant effect on Food Trucks customer loyalty in Malaysia.…”

Section: Service Qualitymentioning

confidence: 94%

“…Risnawati et al (2019) found that service quality has a positive and significant effect on customer loyalty through satisfaction in the freight forwarding sector in Jabotabek. Saputri et al (2020) obtained the results of service quality having a positive and significant effect on customer loyalty through satisfaction with advertising media in Samarinda City. Keni and Sandra (2021) found that customer satisfaction was able to mediate the effect of service quality on customer loyalty.…”

Section: Customer Satisfactionmentioning

confidence: 98%

See 2 more Smart Citations

Enhancing Customer Loyalty in the Cosmetic Industry: The Role of Store Location and Service Quality

Nisa,

Indiani

2023

j.imb

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In the midst of intense competition in the cosmetics industry, customer loyalty is an important key in maintaining the sustainability and existence of a company. This study aims to analyze the influence of store location and service quality on customer loyalty with customer satisfaction as a mediation variable. The investigation aims to understand the relationship between variables, the nature of mediation, and become a cornerstone in formulating practical implications for the cosmetic retail industry. The population in this study is all customers of the cosmetic industry in Badung Regency. The study obtained 150 valid samples. The data collection method is a survey method using questionnaires which was carried out offline and online through a link. The analysis technique used is an inferential analysis technique with Partial Least Square (PLS) to analyze relationships among latent constructs by modeling both the measurement and structural components of a theoretical model. The results showed that there is a significant relationship between store location and service quality to customer loyalty both directly and indirectly through customer satisfaction and this is a partial mediation, suggesting that there are other factors not included in the research model that could explain the relationship between store location and loyalty, as well as service quality and loyalty. The suggestion proposed to increase customer loyalty in cosmetic retail is to pay attention to the availability of parking lots, location convenience, and ease of accessing store locations. In addition, the quality of service can be improved through supporting facilities and infrastructure, the ability of marketers to welcome customers and provide a good value and experience to customers that can be done through trained employees.

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Section: The Influence Of Service Quality On Customer Loyaltysupporting

confidence: 92%

Section: Service Qualitymentioning

confidence: 94%

Section: Customer Satisfactionmentioning

confidence: 98%

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Enhancing Customer Loyalty in the Cosmetic Industry: The Role of Store Location and Service Quality

Nisa,

Indiani

2023

j.imb

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“…Previous research related to this article was conducted by Safira et al, 2021, Saputri et al, 2020, and (Juandy Livingstone Rompas et al, 2020 which stated that Customer Relationship Marketing had an effect on participant satisfaction. They explain that CRM aims to generate customer satisfaction for a product or service offered by the company.…”

Section: Loyaltymentioning

confidence: 98%

Importance of Customer Relationship Marketing to Participant Loyalty Through Participant Satisfaction in Business Entities: An Emperical Study in Health Provider BPJS Jambi City

Sirait

Yacob

Solikhin

2022

JBSMR

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BPJS Health as a provider of Health Insurance in Indonesia should increase service business efforts to increase customer loyalty. Especially in the competition in the insurance industry from time to time which is increasing competitive. One of the steps that can be taken is through increasing Customer Relationship Marketing which is expected to increase participant satisfaction. This study aims to analyze the effect of the variable Customer Relationship Marketing, on participant loyalty through the satisfaction of BPJS Health Business Entity Participants in Jambi City. The sample used was 100 PICs from business entities registered with BPJS Health Jambi City. The analytical tool used is SEM PLS. The results of the study found that Customer Relationship Marketing had a positive and significant effect on Participant Satisfaction, Based on the results of this study, it can be recommended that BPJS Health can maintain and develop their Customer Relationship Marketing again. So that the satisfaction and loyalty of participants can be increased.

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“…Promoting a college is not only talking about marketing questions but also related to the internal and external factors that influence it, which involves service, behavior, organization, culture, government, corporate identity, corporate image, and so forth, and this is where the public relations task is (Crane, 2016). Public relations and marketing are two things that are philosophically different (Saputri, 2020). Public relations aims to build an image (to the public target) while marketing to sell products (product selling) to the target market.…”

Section: Introductionmentioning

confidence: 99%

Development of Corporate Marketing Communication (Cmc) Branding Model in Iain Tulungagung: Toward the Era of World Class University

Purwowidodo

Yasin

2021

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The study describes and analyzes the use of corporate marketing communication strategies towards Higher Education at the international level. This study used a qualitative descriptive method, with the research site at IAIN Tulungagung. The research subjects are members of the academic community, teaching staff, education staff and stakeholders. The research period was for the 2018/2019 academic year. The results showed that the typology of the marketing or promotion model used collaboration between internal parties (academics, stakeholders) and external parties (institutions, channel partners, media, government, industrial bodies and institutions, the educational community and the general public). Its implementation uses corporate advertising, sponsorship, sales presentations, online activities, branding, corporate advertising, press releases, press conferences, events, and awards. The study implications deal with the increase in: (1) Higher Education Identity, Image, Reputation; (2) Higher Education Social Responsibility (CSR); (3) media relation effectiveness; (4) more efficient marketing communications; (5) the more intensive Internal Communication System; (6) investor relation improvement; (7) conducive relations with the Government, and (8) the reliability in overcoming crisis communication. These have an impact on improving the quality of IAIN Tulungagung toward the level of International Higher Education.

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Pengaruh Customer Relationship Management dan Kualitas Layanan Terhadap Kepuasan dan Loyalitas Pelanggan Media Advertising di Samarinda

Cited by 3 publications

References 12 publications

Enhancing Customer Loyalty in the Cosmetic Industry: The Role of Store Location and Service Quality

Enhancing Customer Loyalty in the Cosmetic Industry: The Role of Store Location and Service Quality

Importance of Customer Relationship Marketing to Participant Loyalty Through Participant Satisfaction in Business Entities: An Emperical Study in Health Provider BPJS Jambi City

Development of Corporate Marketing Communication (Cmc) Branding Model in Iain Tulungagung: Toward the Era of World Class University

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