RESPONSIVENESS, CUSTOMER RELATIONSHIP MANAGEMENT, CONFIDENCE AND CUSTOMER LOYALTY

Suharto (2016) Responsiveness, Customer Relationship Management, Confidence And Customer Loyalty

Scientific Journal Of Ppi-ukm. Social And Economic Sciences. 3(2); 59-64


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ABSTRAK

The aims of this research were to determine the effect of responsiveness, customer relationship management, corporate image and confidence on customer loyalty. The quantitative approach is implemented in this research. The method of research surveys on 400 customers is taken by proportional random sampling and questionnaire as an instrument of research. Findings signify that: 1) responsiveness brings positively direct effect on confidence, 2) customer relationship management shows positively direct effect on confidence, 3) corporate image brings positively direct effect on confidence, 4) responsiveness has positively direct effect on customer loyalty, 5) customer relationship management give positively direct effect on customer loyalty, and 6) confidence has positively direct effect on customer loyalty.
Keywords: responsiveness, customer relationship management, corporate image, confidence, customer loyalty


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