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All Journal IJEBD (International Journal Of Entrepreneurship And Business Development)
Abdul Thalib Bin Bonn
UTHM Malaysia
Economics, Econometrics & Finance

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The Effect of Customer Relationship Marketing and Service Quality on Customer Retention with Customer Satisfaction as A Mediating Variable In Forwarding Companies In Surabaya Febriani Galih Saputro; Agus Dwi Sasono; Joko Suyono; Damarsari Ratnasahara Elisabeth; Abdul Thalib Bin Bonn
IJEBD (International Journal of Entrepreneurship and Business Development) Vol 3 No 4 (2020): November 2020
Publisher : LPPM of NAROTAMA UNIVERSITY

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (337.568 KB) | DOI: 10.29138/ijebd.v3i4.1217

Abstract

Purpose: The aim of this study is to analyze the effect of customer relationship marketing and service quality on customer retention with customer satisfaction as a mediating variable in forwarding companies in Surabaya. Design/methodology/approach: The populations in this study are customers of forwarding companies in Surabaya and the sample in this study is 100 customers. The data analysis technique used was part analysis of linear regression. Findings: The research results are: 1) There is an effect of customer relationship marketing on customer retention at Forwarding Company in Surabaya, 2) There is an effect of service quality on customer retention at Forwarding Company in Surabaya, 3) There is an effect of customer relationship marketing on customer retention with customer satisfaction as a mediating variable at Forwarding Company in Surabaya, 4) There is an effect of service quality on customer retention with customer satisfaction as mediating variables at Forwarding Company in Surabaya, 5) There is an effect of customer relationship marketing on customer satisfaction at Forwarding Company in Surabaya, 6) There is an influence of service quality on customer satisfaction at Forwarding Company in Surabaya. Practical implications: The result of this research can be used as a reference in increasing customer retention with customer satisfaction. Paper type: Research paper
The Influence of Advertising, Sales Promotion, and Service Quality on Customer Loyalty of Bank Jatim Indonesia Novi Nurlaini; Joko Suyono; Damarsari Ratnasahara Elisabeth; Abdul Thalib Bin Bonn
IJEBD (International Journal of Entrepreneurship and Business Development) Vol 4 No 3 (2021): May 2021
Publisher : LPPM of NAROTAMA UNIVERSITY

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (421.915 KB) | DOI: 10.29138/ijebd.v4i3.1218

Abstract

Customer loyalty is very important in a very tough business competition because loyalty will benefit the company's long-term development. To get customer loyalty, companies need to do the right marketing strategy so that it can affect customer loyalty. The purpose of this study is to analyze the influence of advertising, sales promotion and service quality on customer loyalty at Bank Jatim Indonesia, Branch of Dr. Soetomo Hospital Surabaya. The population in this study was 2,155 customers, the number of samples using the Slovin formula was 96. The data analysis technique used was multiple regression analysis. The research results are: 1) There is an influence of advertising on customer loyalty at Bank Jatim Branch of Dr. Soetomo Hospital Surabaya, 2) There is an influence of sales promotions on customer loyalty at Bank Jatim Branch of Dr. Soetomo Hospital Surabaya, 3) There is an influence of service quality on customer loyalty at Bank Jatim Branch of Dr. Soetomo Hospital Surabaya, 4) There is an influence of advertising, sales promotion and service quality simultaneously on customer loyalty at Bank Jatim Branch of Dr. Soetomo Hospital Surabaya, 5) Among the variables of advertising, sales promotion and service quality, the sales promotion variable has a dominant influence on customer loyalty at the Bank Jatim Branch of Dr. Soetomo Hospital Surabaya.
Antecedents of Saving Interest at Bank Jatim Indonesia: Bank Atmosphere, Location, and Work Professionalism Yuan Erma Septi Apsari Santoso; Joko Suyono; Damarsari Ratnasahara Elisabeth; Abdul Thalib Bin Bonn
IJEBD (International Journal of Entrepreneurship and Business Development) Vol 4 No 3 (2021): May 2021
Publisher : LPPM of NAROTAMA UNIVERSITY

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (491.131 KB) | DOI: 10.29138/ijebd.v4i3.1219

Abstract

The customers interest in saving is very important for bank providing banking services in the form of savings. In relation to the interest in saving, bank should conside bank atmosphere, location and work professionalism, so that the customer has a high interest in the bank. The purpose of this study is to analyze the influence of bank atmosphere, location and work professionalism on interest in saving at bank. The population in this study was Bank Jatim Indonesia, Branch of Haji Hospital Surabaya, totally of 1,908 customers, the number of samples using the Slovin formula was 95. The data analysis technique used was multiple regression analysis. The research results are: 1) There is an influence of the bank atmosphere on the interest in saving at Bank Jatim Cash Office of Haji Hospital Surabaya, 2) There is an influence of location on the interest in saving at Bank Jatim Cash Office of Haji Hospital Surabaya, 3) There is an influence of work professionalism on the interest in saving at Bank Jatim Cash Office of Haji Hospital Surabaya, 5) variable location has a dominant influence on the interest in saving at Bank Jatim Cash Office of Haji Hospital Surabaya.
Co-Authors Agus Dwi Sasono Damarsari Ratnasahara Elisabeth Febriani Galih Saputro Joko Suyono Novi Nurlaini Suyono, Joko Yuan Erma Septi Apsari Santoso