THE INFLUENCE OF IMPLICATION CUSTOMER RELATIONSHIP MANAGEMENT AND TRUST TOWARD SATISFICATION AND CUSTOMER LOYALTY ON QUANTUM PLASTIC
Putera, Yudhi Dharma
Utami, Christina Widya
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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).