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引用次数: 0
摘要
本研究的目的是测试客户关系管理(数据和信息、人力资源、流程和技术)对muzakki忠诚度的影响，案例研究Yatim Mandiri Surabaya。本研究采用关联定量方法进行。在本研究中使用的样本数量是100人的活跃muzakki ini Yatim mandiri Surbaya和使用有目的的抽样技术。本研究采用李克特量表计算问卷，并采用SPSS 23版进行分析。本研究结果显示，顾客关系管理变量对食材忠诚有显著的正向影响。根据部分检验结果表明，客户关系管理对食材忠诚有部分影响;根据决定系数检验结果表明，客户关系管理变量对食材忠诚的影响较大，为33.7%。
THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) ON MUZAKI LOYALTY
The aim of this research is to test the effect of customer relationship management (data and information, human resources, process, and technology) towards muzakki loyalty case study Yatim Mandiri Surabaya. this research was conducted with an associative quantitative approach. Number of samples that used in this research is 100 peoples who is active muzakki ini Yatim mandiri Surbaya and use purposive sampling technique. This research use a questionnare that calculates with Likert scale and analyzed with SPSS 23 version. The result of this research indicated that customer relationship management varible has significant effect and positive of muzakki loyalty. Based on the partial test result indicated that customer relationship management has partial effect of muzakki loyalty, and �based on the coefficient of determination test result, indicated that customer relationship management variable has a big impact as 33,7% of muzakki loyalty.
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