SKRIPSI DIGITAL
The Effects of Service Quality and Customer Relationship Management on Customers’ Loyalty with Customers’ Satisfaction as An Intervening Variable At PT Infrastruktur Cakrawala Telekomunikasi (ICTEL) = THE EFFECTS OF SERVICE QUALITY AND CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMERS’ LOYALTY WITH CUSTOMERS’ SATISFACTION AS AN INTERVENING VARIABLE AT PT INFRASTRUKTUR CAKRAWALA TELEKOMUNIKASI (ICTEL)
The Effects of Service Quality and Customer Relationship Management on Customers’ Loyalty with Customers’ Satisfaction as An Intervening Variable
at PT Infrastruktur Cakrawala Telekomunikasi (ICTel)
The rapid development of information and communication technology has significantly impacted various sectors, including the industrial sector. This study investigates the effect of service quality and customer relationship management (CRM) on customers’ loyalty, with customers’ satisfaction as an intervening variable at PT Infrastruktur Cakrawala Telekomunikasi (ICTel). The research employs a quantitative methodology, utilizing surveys to collect data from 44 ICTel customers in Kendal Industrial Estate. The data is analyzed using path analysis through SPSS 20 to determine the relationships between the variables. The results indicate that both service quality and CRM positively affect customer satisfaction, which CRM turn significantly affects customers’ loyalty which mediated by customer satisfaction variable. The findings suggest that enhancing service quality and CRM practices can lead to higher customer satisfaction and loyalty, providing valuable insights for ICTel to improve its services and customer relationships.
Keywords: Service Quality, Customer Relationship Management, Customers’ Satisfaction, Customers’ loyalty, ICTel
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