ANALISIS PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN PADA PENGGUNA APLIKASI E-WALLET LINKAJA (STUDI PADA PENGGUNA APLIKASI LINKAJA KOTA PALEMBANG)

DARMAWAN, RAHMAT and Utama, Yadi (2023) ANALISIS PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN PADA PENGGUNA APLIKASI E-WALLET LINKAJA (STUDI PADA PENGGUNA APLIKASI LINKAJA KOTA PALEMBANG). Undergraduate thesis, Sriwijaya University.

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Abstract

LinkAja is a mobile payment service application operating in Indonesia. This study aims to find evidence of the influence of customer relationship management on customer satisfaction and loyalty. The research method used is quantitative. Data was obtained from 100 LinkAja users residing in Palembang city, selected using the Lemeshow formula. Data collection was done by distributing questionnaires to the respondents. The collected data was then analyzed using SmartPls software, which consists of two parts: an outer model that includes convergency validity testing, discriminant validity, composite reliability, and an inner model that includes R-square and path coefficient testing. The results of the study showed that customer relationship management has a significant influence on customer satisfaction, customer relationship management also has a significant influence on customer loyalty, and customer satisfaction has a significant influence on customer loyalty.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Customer Relationship Management, Kepuasan Pelanggan, Loyalitas Pelanggan
Subjects:	T Technology > T Technology (General) > T1-995 Technology (General)
Divisions:	09-Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User:	Rahmat Darmawan
Date Deposited:	02 Jun 2023 11:20
Last Modified:	02 Jun 2023 11:20
URI:	http://repository.unsri.ac.id/id/eprint/106577

Available Versions of this Item

• ANALISIS PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN PADA PENGGUNA APLIKASI E-WALLET LINKAJA (STUDI PADA PENGGUNA APLIKASI LINKAJA KOTA PALEMBANG). (deposited 01 Jun 2023 05:19)
  • ANALISIS PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN PADA PENGGUNA APLIKASI E-WALLET LINKAJA (STUDI PADA PENGGUNA APLIKASI LINKAJA KOTA PALEMBANG). (deposited 02 Jun 2023 11:20) [Currently Displayed]

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