Samirudin, Samirudin (2022) Pengaruh Pengelolaan Hubungan Pelanggan, Kualitas Pelayanan, Bauran Pemasaran terhadap Kepuasan Pelanggan dengan Nilai Pelanggan sebagai Variabel Intervening pada Perusahaan Zelika Provinsi Papua Barat. Doctoral thesis, Universitas 17 Agustus 1945 Surabaya.
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Abstract
The Effect Of Customer Relationship Management, Service Quality, Marketing Mix On Customers Satisfaction With Customer Value As Intervening Variables At Zelika Company, In West Papua Province. Doctoral Program in Economics, Faculty of Economics and Business, University of 17 August 1945, Surabaya. This research is a quantitative research, which examines the customer satisfaction of Zelika Company, West Papua Province. In terms of customer relationship management, service quality and marketing mix mediated by customer value. The aims of this study are: 1) To examine and analyze the effect of customer relationship management on customer satisfaction. 2) Testing and analyzing the effect of customer relationship management on customer value. 3) Test and analyze the effect of service quality on customer value. 4) Testing and analyzing the influence of the marketing mix on customer value. 5) Test and analyze the effect of customer value on customer satisfaction. 6) Test and analyze the effect of marketing mix on customer satisfaction. 7) Examine and analyze the effect of customer relationship management on customer satisfaction mediated by customer value. 8) Testing and analyzing the effect of service quality on customer satisfaction mediated by customer value. 9) Test and analyze the effect of marketing mix on customer satisfaction mediated by customer value. This type of research is explanatory research, using a quantitative approach. The research population is 230 respondents, the research sample is 146 people, the sampling method uses the slovin method. Data analysis used GSCA (Generalized Structured Component Analysis) analysis. The results showed that: 1) Customer relationship management has a significant effect on customer satisfaction. 2) Customer relationship management has a significant effect on customer value. 3) Service quality has a significant effect on customer value. 4) Marketing mix has a significant effect on customer value. 5) Customer value has a significant effect on customer quality. 6) Marketing mix has a significant effect on customer satisfaction. 7) Customer relationship management has a significant effect on customer satisfaction mediated by customer value. 8) Service quality has a significant effect on customer satisfaction which is mediated by customer value. 9) Marketing mix has a significant effect on customer satisfaction which is mediated by customer value. Keywords : Customer Relationship Management, Service Quality, Marketing Mix, Customers Satisfaction, Customer Value.
| Item Type: | Thesis (Doctoral) |
|---|---|
| Uncontrolled Keywords: | Customer Relationship Management, Service Quality, Marketing Mix, Customers Satisfaction, Customer Value. |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HC Economic History and Conditions H Social Sciences > HN Social history and conditions. Social problems. Social reform |
| Divisions: | Fakultas Ekonomi dan Bisnis > Doktor Ilmu Ekonomi |
| Depositing User: | 1271900018 SAMIRUDIN SAMIRUDIN |
| Date Deposited: | 13 Sep 2022 11:46 |
| Last Modified: | 21 Sep 2022 07:14 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/20005 |
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