"Pengaruh CRM components dan customer satisfaction terhadap customer loyalty dengan customer trust sebagai variabel mediasi"
Info Katalog
File Repositori
Subyek : Marketing -- Management;Customer satisfaction
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2023
Pembimbing 1 : Yolanda Masnita Siagian
Kata Kunci : CRM components, customer satisfaction, customer trust, customer trust, customer trust, customer loya
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2023_TS_MMJ_122012101032_Halaman-Judul.pdf | 12 | |
| 2. | 2023_TS_MMJ_122012101032_Lembar-Pengesahan.pdf | 5 | |
| 3. | 2023_TS_MMJ_122012101032_Bab-1-Pendahuluan.pdf | 11 | |
| 4. | 2023_TS_MMJ_122012101032_Bab-2-Tinjauan-Pustaka.pdf | 19 |
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| 5. | 2023_TS_MMJ_122012101032_Bab-3-Metode-Penelitian.pdf | 15 |
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| 6. | 2023_TS_MMJ_122012101032_Bab-4-Analisis-dan-Pembahasan.pdf | 11 |
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| 7. | 2023_TS_MMJ_122012101032_Bab-5-Kesimpulan.pdf | 5 | |
| 8. | 2023_TS_MMJ_122012101032_Daftar-Pustaka.pdf | 8 | |
| 9. | 2023_TS_MMJ_122012101032_Lampiran.pdf | 70 |
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T Tujuan penelitian ini adalah untuk menganalisis pengaruh positif CRM Componentsterhadap Customer Trust, untuk menganalisis pengaruh positif Customer Satisfactionterhadap Customer Trust, untuk menganalisis pengaruh positif Customer Trustterhadap Customer Loyalty, untuk menganalisis pengaruh positif Customer Trustmemediasi CRM Components terhadap Customer Loyalty, untuk menganalisispengaruh positif Customer Trust memediasi Customer Satisfaction terhadapCustomer Loyalty. Rancangan penelitian ini hypothesis testing. Sumber data padapenelitian ini didapat dari hasil penyebaran kuesioner secara online kepada seseorangyang sudah pernah berbelanja di fashion e-commerce dalam 3 bulan terakhir.Penelitian ini menggunakan skala likert dan penarikan sampel digunakan yaitudengan metode purposive sampling sehingga diperoleh 290 responden. Analisis datayang digunakan untuk yaitu menggunakan program SPSS 25 dan SmartPLS3.Kesimpulan dari penelitian ini yaitu CRM Components berpengaruh positif terhadapCustomer Trust, Artinya H1 dalam penelitian ini dapat dikatakan didukung,Customer Satisfaction berpengaruh positif terhadap Customer Trus, Artinya H2dalam penelitian ini dapat dikatakan didukung, Customer Trust berpanguh positifterhadap Customer Loyalt, Artinya H3 dalam penelitian ini dapat dikatakandidukung. Customer Trust memediasi CRM Components terhadap Customer Loyalt,Artinya H4 dalam penelitian ini dapat dikatakan didukung. Customer Trustmemediasi Customer Satisfaction terhadap Customer Loyalty, Artinya H5 dalam penelitian ini dapat dikatakan didukung.
T The purpose of this study is to analyze the positive influence of CRM Componentson Customer Trust, to analyze the positive influence of Customer Satisfaction onCustomer Trust, to analyze the positive influence of Customer Trust on CustomerLoyalty, to analyze the positive influence of Customer Trust mediating CRMComponents on Customer Loyalty, to analyze the positive influence of CustomerTrust mediating Customer Satisfaction on Customer Loyalty. The design of thisstudy is hypothesis testing. The source of data in this study was obtained from theresults of distributing questionnaires online to someone who has shopped at fashione-commerce in the last 3 months. This study used a likert scale and sampling wasused, namely with the purposive sampling method so that 290 respondents wereobtained. Data analysis used to use SPSS 25 and SmartPLS3 programs.The conclusion of this study is that CRM Components have a positive effect onCustomer Trust, meaning that H1 in this study can be said to be supported, CustomerSatisfaction has a positive effect on Customer Trus, meaning that H2 in this studycan be said to be supported, Customer Trust has a positive impact on CustomerLoyalty, meaning that H3 in this study can be said to be supported. Customer Trustmediates CRM Components against Customer Loyalt, meaning that H4 in this study can be said to be supported. Customer Trust mediates Customer Satisfaction againstCustomer Loyalty, meaning that H5 in this study can be said to be supported.
