Image of Penngaruh Kualitas Pelayanan Dan Customer Relationship Manajemen (CRM) Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan Pada Gor Panam Raya Square (PRS) Pekanbaru
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CD Skripsi

Penngaruh Kualitas Pelayanan Dan Customer Relationship Manajemen (CRM) Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan Pada Gor Panam Raya Square (PRS) Pekanbaru

This study aims to determine the effect of Service Quality and Customer Relationship Management (CRM) on Customer Satisfaction and Customer Loyalty in Gor Panam Raya Square (PRS) Pekanbaru. The population in this study included all visitors who came to Gor Panam Raya Square (PRS) Pekanbaru, totaling 4,870 people.
Primary data were collected by questionnaire as an instrument to prove the results of research, to test the hypothesis in this study is using path analysis (path analysis) by the SPSS program. The sampling technique that has been selected is using the Slovin formula (2006).
The results showed that: 1) Service Quality has a positive and significant effect on the Customer Satisfaction of Gor Panam Raya Square (PRS) Pekanbaru, 2) Customer Relationship Management (CRM) has a positive and significant effect on theCustomer Satisfaction of Gor Panam Raya Square (PRS) Pekanbaru, 3 ) Customer Satisfaction has positive and significant effect on theCustomer Loyalty of Gor Panam Raya Square (PRS) Pekanbaru, 4) Service Quality has a positive and significant effect on the Customer LoyaltyofGor Panam Raya Square (PRS), 5) Customer Relationship Management (CRM) has positive and significant influence on Customer Loyalty of Gor Panam Raya Square (PRS), 6) Service Quality mediated by Customer Satisfaction has a positive and significant effect on the Customer Loyalty of Gor Panam Raya Square (PRS), 7) Customer Relationship Management (CRM) mediated by Customer Satisfaction has a positive and significant effect on Customer Loyaltyof Loyalty Gor Panam Raya Square (PRS) Pekanbaru customers.
Keywords: Service Quality, Customer Relationship Management (CRM), Customer Satisfaction, Customer Loyalty

Ketersediaan
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Perpustakaan Universitas Riau 02 02.120 (0052)
02 02.120 (0052)
Tersedia
Informasi Detail
Judul Seri
-
No. Panggil
02 02.120 (0052)
Penerbit
Pekanbaru : Universitas Riau – Fakultas Ekonomi Dan Bisnis – Manajemen.,
Deskripsi Fisik
xiv, 104 hlm.: ill.: 29 cm
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
02 02.120 (0052)
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
MANAJEMEN
Info Detail Spesifik
-
Pernyataan Tanggungjawab
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Tidak tersedia versi lain

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