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All Journal Berkala Perikanan Terubuk Komunikasi Fisika Indonesia SITEKIN: Jurnal Sains, Teknologi dan Industri ECSOFiM (Economic and Social of Fisheries and Marine Journal) Daya Saing : Jurnal Ilmu Manajemen Jurnal Akuntansi dan Ekonomika Juring (Journal for Research in Mathematics Learning) Jurnal Manajemen Pendidikan Penelitian Kualitatif IJEBA (International Journal of Economic, Business & Applications) Jurnal Cendekia : Jurnal Pendidikan Matematika ABDIMAS: Jurnal Pengabdian Masyarakat Al-Khwarizmi: Jurnal Pendidikan Matematika dan Ilmu Pengetahuan Alam Procuratio : Jurnal Ilmiah Manajemen Kurs : Jurnal Akuntansi, Kewirausahaan dan Bisnis Instructional Development Journal Jurnal Pengabdian Masyarakat Multidisiplin Dinamika Lingkungan Indonesia Jurnal Economica: Media Komunikasi ISEI Riau Journal of Educational Sciences Innovative: Journal Of Social Science Research EcoNews
Zulkarnain Zulkarnain
Universitas Riau
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Journal : Jurnal Akuntansi dan Ekonomika

 1 
Analisis Customer Relationship Marketing Terhadap Kepuasan Dalam Meningkatkan Loyalitas Nasabah PT. BNI (Persero) Sri Wardani; Zulkarnain Zulkarnain; Samsir Samsir
Akuntansi & Ekonomika Vol 11 No 1 (2021): Jurnal Akuntansi dan Ekonomika
Publisher : Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Riau

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37859/jae.v11i1.2497

Abstract

The study was conducted at Bank BNI (Persero) Tbk Regional Area Pekanbaru. The aim is to find out the direct effect of the CRM Dimension, namely Trust, Communication, Commitment, Conflict handling, Emphaty on customer satisfaction and loyalty. This study took a sample of 100 consumers. The variables used are Trust, Communication, Commitment, Conflict handling, Emphaty on customer satisfaction and loyalty. Data were analyzed using SEM (Structural Equation Modeling) analysis which is operated through the Smart PLS 3.2.8 program. The results showed that there is an influence of Trust, Communication, Commitment, Conflict handling, Emphaty on customer satisfaction and loyalty. And there is an influence between customer satisfaction variables on customer loyalty, the better the customer satisfaction, the better customer loyalty will be.
Pengaruh Customer Relationship Marketing Terhadap Kepuasan Dan Loyalitas Merchant Partner Grab Food di Kota Pekanbaru Ricky Purnama Sanjaya; Zulkarnain Zulkarnain; Samsir Samsir
Akuntansi & Ekonomika Vol 11 No 1 (2021): Jurnal Akuntansi dan Ekonomika
Publisher : Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Riau

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37859/jae.v11i1.2548

Abstract

This study aims to determine the effect of Customer Relationship Marketing on Satisfaction and Loyalty of Grab Food Merchant Partners in Pekanbaru City. The population taken from this research is Grab Food merchant partner in Pekanbaru. The method used in this research is descriptive quantitative method. And testing the hypothesis in this study using the analysis of Structural Equation Modeling (SEM). The data collection technique was done by interview and questionnaire. The results of this study indicate that from the variable Customer Relationship Marketing (Trust, Commitment, Communication and Problem Handling), variables of trust and problem handling have a positive but insignificant effect on the satisfaction of merchant partners. Meanwhile, Commitment and Communication have a positive and significant effect on merchant partner satisfaction. Then the results of this study also show that the Satisfaction variable has a positive and significant effect on the Loyalty of Grab Food partner merchants in Pekanbaru.
Co-Authors Ahmad Zakiamani Aisyah Nurul Rahmah Alvi Purwantie Alwie Anuar Rasyid Aris Rakhman Nugraha Atma Murni Awitdrus Awitdrus, Awitdrus Badrulaini Badrulaini Bambang Arianto Darwis Darwis Devia Sari Deviasari Deviasari Edi Kurniawan Ediyanus Herman Halim Edyanus Herman Halim Efni Noor Salam Eka Armas Pailis Ernawati Ernawati Fitri Yuliana Fitriana Fitriana Geovani Meiwanda Gimin Gimin Gushailen Putra Kamil H. B. Isyandi Hadriana Hadriana Hakim Luthfi Malasan Hasnah Faizah AR Helwin Yunus Hotmatua Hotmatua Irfan Wirya Febriansyah Isma Mulyani Iwantono Iwantono Jahrizal Jahrizal Janius Flantiono Juniyanto Sudarna Kartini, Kartini Khozin Mu'tamar Kusai Kusai Lamun Bathara Lilis Sulistyowati Maimunah, Maimunah Mardona Mardona Marnis Marnis Maryati Maryati Mia Riani Rahman Morri Manik Nahor Murani Hutapea Nesi Kurniati Nugrahani Trie Ryzzky Nur Melati Ochtavia Lutfi Raden Lestari Garnasih Rafidianto Wibisono Rahmadi Rahmadi Rahmat Hidayat Rendra Wasnuri Wasnuri Reni Suryanita Ricky Purnama Sanjaya Rinaldo Abdi Riski Islami Syaiful Samsir Samsir Satria Satria Sehatta Saragih Sella Natalia Sintha Syaputri Sri Endang Kornita Sri Indarti Sri Wardani Supriadi Putra Susda Heleni Suyanto Suyanto Syapsan Syapsan Tomi Ramadona Tri Sukirno Putro Trisla Warningsih Wijatmoko Rah Trisno Windayani Windayani Yanti Yanti Yusni Ikhwan Siregar Zulfan Saam Zulham Azhar