HUBUNGAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM), KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN WIFI MYREPUBLIC DI KECAMATAN TAJURHALANG BOGOR

Instianti Elyana; Rini  Martiwi; Nyoman  Suardita; Eulin  Karlina; Fera  Nelfianti

doi:10.34127/jrlab.v14i3.1827

Authors

Instianti Elyana Universitas Nusa Mandiri
Rini Martiwi Universitas Siber Indonesia
Nyoman Suardita Universitas Bina Sarana Informatika
Eulin Karlina Universitas Bina Sarana Informatika
Fera Nelfianti Universitas Bina Sarana Informatika

DOI:

https://doi.org/10.34127/jrlab.v14i3.1827

Keywords:

Customer Relationship Management (CRM), Service Quality, Customer Satisfaction, Customer Loyalty

Abstract

The purpose of this study is to analyze the relationship between Customer Relationship Management (CRM), service quality, and customer satisfaction on MyRepublic Wi-Fi customer loyalty in Tajurhalang District, Bogor Regency. The sample for this study was 150 MyRepublic Wi-Fi customers in Tajurhalang District, Bogor Regency. The sampling technique used was purposive sampling. The research method used was a survey by distributing questionnaires via Google Form to MyRepublic Wi-Fi customers in Tajurhalang District, Bogor. The data analysis technique used SPSS 26 to calculate the results of the Multiple Linear Regression test variables, t-test, F-test, and analysis of determination. The results of this study indicate, based on the t-test, that Customer Relationship Management (CRM), service quality, and customer satisfaction influence MyRepublic Wi-Fi customer loyalty in Tajurhalang District, Bogor. Based on the F-test, Customer Relationship Management (CRM), service quality, and customer satisfaction jointly have a significant effect on MyRepublic Wi-Fi customer loyalty in Tajurhalang District, Bogor. Based on the results of a multiple regression analysis, Customer Relationship Management (CRM), service quality, and customer satisfaction collectively significantly influence MyRepublic Wi-Fi customer loyalty in the Tajurhalang district of Bogor, amounting to 67%, while the remaining 33% is influenced by other variables not examined in this study. The research findings indicate that Customer Relationship Management (CRM), service quality, and customer satisfaction all significantly impact MyRepublic Wi-Fi customer loyalty in the Tajurhalang district of Bogor

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