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Ellen Dwi Cahya
Hotel Roditha Banjarmasin
Economics, Econometrics & Finance Social Sciences

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RERANGKAINTEGRASI NILAIPELANGGAN DAN KINERJA MANAJEMEN HUBUNGAN PELANGGAN BERDASARKAN PERSEPSI PELANGGAN KORPORAT Ellen Dwi Cahya; Siti Rahayu; Ema Andajani
Journal of Management and Business Vol 9, No 1 (2010): MARCH 2010
Publisher : Department of Management - Faculty of Business and Economics. Universitas Surabaya.

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (23281.885 KB) | DOI: 10.24123/jmb.v9i1.151

Abstract

This research focuses on the influence of the dimensions of customer value to the customer satisfaction, brand loyalty, and customer behavior-based Customer Relationship Management performance; the influence of customer satisfaction on brand loyalty and customer behavior-based Customer Relationship Management performance; the influence of brand loyalty to customer behavior-based Customer Relationship Management performance. Based on samples taken the corporate customer Hotel Roditha Banjarmasin, then this research shows that customers value that includes emotional value, functional value has a significant impact on customer satisfaction, brand loyalty, and customer behavior-based Customer Relationship Management performance, while the other dimensions of customer value customer perceived sacrifices have no significant impact on customer satisfaction, brand loyalty, but the impact on customer behavior-based Customer Relationship Management performance and social values have a significant impact on customer satisfaction and brand loyalty; customer satisfaction has a significant impact on brand loyalty and customer behavior-based Customer Relationship Management performance ; and brand loyalty has a significant impact on customer behavior-based Customer Relationship Management performance
Co-Authors Ema Andajani Siti Rahayu