Pengaruh Customer Relationship Management (crm) Terhadap Loyalitas Pelanggan Tiket.com (survey Pada Pengguna Tiket.com Di Kota Bandung)

Abstract

Abstrak Perkembangan dunia usaha berbasis teknologi dan informasi terus berkembang pesat, salah satunya usaha penyedia jasa travel online. Persaingan ketat jasa travel online di Indonesia mendorong pelaka bisnis untuk terus melakukan inovasi guna mendapatkan dan mengakuisisi pelanggan, salah satunya dengan penerapan Customer Relationship Management. Tujuan penelitian yaitu mengetahui dan menganalisis pengaruh dan hubungan Customer Relationship Management dengan Loyalitas Pelanggan pada pengguna Tiket.com di Kota Bandung. Penelitian ini menggunakan metode kuantitatif dengan jenis penelitian deskriptif dan kausal. Sampel diambil dengan metode non-probality sampling dengan 100 responden. Teknik analisis data yaitu regresi linear sederhana. Hasil penelitian ini menyatakan bahwa Customer Relationshp Management berpengaruh secara signifikan dengan total kontribusi sebesar 62,2%. Kata Kunci: customer relationship management, loyalitas pelanggan Abstract The development of technology making innovation for business, one of them are mobile ticketing which is an online ticket mobile. In digital era, consumers give priority to the value of practically with the use of technology. This research aims to effect and analyze the relationships between perceived value, e-lifestyle, online promotion and repurchase intention on KAI Access users in Indonesia.This research useddescriptive and causal research with quantitative methods. The criteria of population are KAI Access consumer with up to 17 years old, who have ever used KAI Access at least one, who have been in Jabodetabek and Bandung when the research was conducted. The sampling technique for this research was using purposive sampling and data collection method by distribution quettionaire directly and online with google docs using among a 400 responden. The result of this research stated that perceived value, e-lifestyle, online promotion, positively influence repurchase intention with a score of82,3%. Keywords: perceived value, e-lifestyle, online promotion, repurchase intention