Pengaruh Customer Relationship Management terhadap Loyalitas Pelanggan pada PT Gojek Indonesia Tanjungpinang
DOI:
https://doi.org/10.47747/snfmi.v2i1.2348Abstract
Gojek is one of the online transportation service providers that can maintain its market share in the increasingly tight competition of online transportation. This competition is characterized by rapid technological advancements, changing consumer preferences, and the emergence of new players. One of the important things companies must do to survive and thrive in this competitive landscape is to retain existing customers. The purpose of this study was to test whether Customer Relationship Management (CRM) influences Gojek Customer Loyalty. This study was conducted by distributing questionnaires to people in Tanjungpinang who had made transactions at Gojek—testing and data processing using JASP software. The results of the study indicate that Customer Relationship Management (CRM) affects Customer Loyalty in Tanjungpinang.
References
Adnin, R. J., Lubis, N., & Widayanto. (2013). Pengaruh Customer Relationship Management Terhadap Loyalitas Pelanggan PT. Nasmoco Pemuda Semarang. Semarang, Universitas Diponegoro, 1–8.
Adnyana, D. G. A., & Suprapti, N. W. S. (2018). Pengaruh Kualitas Pelayanan Dan Persepsi Harga Terhadap Kepuasan Dan Loyalitas Pelanggan Gojek Di Kota Denpasar. E-Jurnal Manajemen Universitas Udayana, 7(11), 6041–6069. https://doi.org/10.24843/ejmunud.2018.v07.i11.p09
Andreani, F., Chandra, F., & Wibisono, B. (2017). Pengaruh Customer Relationship Management terhadap Loyalitas Pelanggan Starbucks di Surabaya. Jurnal Ilmu & Riset Manajemen, 5(1), 84–95.
Balaji, M. S. (2015). Investing in customer loyalty: the moderating role of relational characteristics. Service Business, 9(1), 17–40. https://doi.org/10.1007/s11628-013-0213-y
Farida, I., Tarmizi, A., & November, Y. (2016). Analisis Pengaruh Bauran Pemasaran 7P Terhadap Kepuasan Pelanggan Pengguna Gojek Online. Jurnal Riset Manajemen Dan Bisnis (JRMB), 1(1), 31–40. https://doi.org/10.36226/jrmb.v1i1.8
Fatma, M., Rahman, Z., & Khan, I. (2015). Building company reputation and brand equity through CSR: the mediating role of trust. International Journal of Bank Marketing, 33(6), 840–856. https://doi.org/10.1108/IJBM-11-2014-0166
Gorondutse, A. H., & Hilman, H. (2014). Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach. International Journal of Management Science and Engineering Management, 9(1), 1–8. https://doi.org/10.1080/17509653.2013.812337
Herman, L. E., Sulhaini, S., & Farida, N. (2021). Electronic Customer Relationship Management and Company Performance: Exploring the Product Innovativeness Development. Journal of Relationship Marketing, 20(1), 1–19. https://doi.org/10.1080/15332667.2019.1688600
Ibrahim, A., Mauluddin, M. H., Saputra, A. W., Carolina, A., Mardiana, M., Wiratama, Y., & Ramadhan, R. R. (2021). Pengaruh Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan Unipin. Journal of Information System Research (JOSH), 3(1), 1–6. https://doi.org/10.47065/josh.v3i1.989
Imasari, K., & Nursalin, K. K. (2011). PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP LOYALITAS PELANGGAN PADA PT BCA Tbk. Fokus Ekonomi (FE), 10(3), 183–192.
Iriandini, anggita putri, Edy, Y., & Mawardi, M. kholi. (2015). PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (Survey pada Pelanggan PT. Gemilang Libra Logistics, Kota Surabaya). Jurnal Administrasi Bisnis, 23(2), 1–8.
Khan, R. U., Salamzadeh, Y., Iqbal, Q., & Yang, S. (2022). The Impact of Customer Relationship Management and Company Reputation on Customer Loyalty: The Mediating Role of Customer Satisfaction. Journal of Relationship Marketing, 21(1), 1–26. https://doi.org/10.1080/15332667.2020.1840904
Lubis, A., Dalimunthe, R., Absah, Y., & Fawzeea, B. K. (2020). The Influence of Customer Relationship Management (CRM) Indicators on Customer Loyalty of Sharia Based Banking System. GATR Journal of Management and Marketing Review, 5(1), 84–92. https://doi.org/10.35609/jmmr.2020.5.1(8)
Mang’unyi, E. E., Khabala, O. T., & Govender, K. K. (2018). Bank customer loyalty and satisfaction: the influence of virtual e-CRM. African Journal of Economic and Management Studies, 9(2), 250–265. https://doi.org/10.1108/AJEMS-08-2017-0183
Pertiwi, A. B., Ali, H., & Sumantyo, F. D. S. (2022). Faktor-faktor Yang Mempengarui Loyalitas Pelanggan; Analisis Persepsi Harga, Kualitas Pelayanan dan Kepuasan Pelanggan (Literature Revie Manajemen Pemasaran). Jurnal Ilmu Manajemen Terapan, 3(6), 582–591.
Prestasyawati, R. M., Ferichani, M., & Setyowati, N. (2021). Pengaruh Customer Relationship Management Terhadap Loyalitas Konsumen di Cold n’ Brew. E-Journal Ekonomi Bisnis Dan Akuntansi, 8(2), 125–131. https://doi.org/10.19184/ejeba.v8i2.20757
Rahmawati, Y. O., Kusniawati, A., & Setiawan, I. (2019). Pengaruh Customer Relationship Management Dan Kualitas Pelayanan Terhadap Loyalitas Konsumen Sepeda Motor Yamaha (Studi pada Konsumen Bahana Ciamis). Business Management And Enterpreneurship Journal, 1(4), 102–115.
Soedjono, W., & Limantoro, F. (2018). Analisis Kegiatan Customer Relationship Management Melalui Membership Card Untuk Meningkatkan Loyalitas Konsumen: Studi Kasus Pada Sogo Premier Card. Expose: Jurnal Ilmu Komunikasi, 1(2), 123–133. https://doi.org/10.33021/exp.v1i2.458
Wardiyanti, B. T. S., Haribowo, P., & Astuti, R. D. (2019). Pengaruh Customer Relationship Management terhadap Loyalitas Pelanggan Pada PT Tiga Serangkai Surakarta. Jurnal JOBS, 5(1), 17–26. https://doi.org/10.56870/ambitek.v4i1.117
Widyana, S. F., & Firmansyah, H. (2021). Pengaruh Customer Relationship Management (CRM) Terhadap Kepuasan Pelanggan Produk Sepatu Convese. Jurnal Bisnis Dan Pemasaran, 11(1), 11.
