THE INFLUENCE OF IMPLICATION CUSTOMER RELATIONSHIP MANAGEMENT AND TRUST TOWARD SATISFICATION AND CUSTOMER LOYALTY ON QUANTUM PLASTIC

Abstract

The goal of this study is to look the effect of CRM (Customer Relationship Management) and confidence on Quantum Plastic satisfaction and loyalty. This study is a quantitative research and using SEM-PLS as analysis tool. The sampling data method in this study is to give a sheet of questionnaires to 40 Quantum Plastic’s customers. The validity and reliability of this method are taken from data results’ fitness. There are 5 results of this study : CRM (X1) has a significant effect toward customer’s satisfaction (X3). Customer trust (X2) has a significant effect toward satisfaction (X3). Customer Satisfaction (X3) doesn’t have any effect toward their loyalty (Y1). CRM (X1) has a big impact toward customer loyalty (Y1). And customer trust (X2) has significant impact toward their loyalty (Y1).