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

M. Raka Alfajri, Aditya Wardhana

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

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