UGC Approved Journal no 63975(19)

ISSN: 2349-5162 | ESTD Year : 2014
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Published in:

Volume 10 Issue 1
January-2023
eISSN: 2349-5162

UGC and ISSN approved 7.95 impact factor UGC Approved Journal no 63975

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Published Paper ID:
JETIR2301293


Registration ID:
507401

Page Number

c743-c748

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Title

Analysis of The Effect of Customer Relationship Management and Convenience on Customer Loyalty Through Perceived Service Quality, Perceived Value, Customer Satisfaction, and Image to SM Audio Bros Surabaya Customers

Abstract

This study aims to analyze the effect of the dimensions of Customer Relationship Management and Convenience on Customer Loyalty through Perceived Service Quality, Perceived Value, Customer Satisfaction and Image for SM Audio Bros customers. The samples used in this study were men and women, aged between 18-60 years who lived in East Java Province, especially in the city of Surabaya with a total of 105 (one hundred and five) respondents with the characteristics of male and female respondents aged 18-60 years, domiciled in City of Surabaya or in East Java Province, and have made transactions at SM Audio Bros for 2 (two) times in the last 2 (two) years. Processing and analyzing data in this study using Amos Version 22.0. The results of this study indicate that the variables Customer Relationship Management and Convenience have an effect on Perceived Service Quality, the variables Perceived Service Quality have an effect on Perceived Value, the variables Perceived Value and Perceived Service Quality have an effect on Satisfaction. Satisfaction affects Image. Image and Satisfaction affect Loyalty.

Key Words

Customer Relationship Management, Convenience, Customer Loyalty, Perceived Service Quality, Perceived Value, Customer Satisfaction, Image

Cite This Article

"Analysis of The Effect of Customer Relationship Management and Convenience on Customer Loyalty Through Perceived Service Quality, Perceived Value, Customer Satisfaction, and Image to SM Audio Bros Surabaya Customers", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.10, Issue 1, page no.c743-c748, January-2023, Available :http://www.jetir.org/papers/JETIR2301293.pdf

ISSN


2349-5162 | Impact Factor 7.95 Calculate by Google Scholar

An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 7.95 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator

Cite This Article

"Analysis of The Effect of Customer Relationship Management and Convenience on Customer Loyalty Through Perceived Service Quality, Perceived Value, Customer Satisfaction, and Image to SM Audio Bros Surabaya Customers", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.10, Issue 1, page no. ppc743-c748, January-2023, Available at : http://www.jetir.org/papers/JETIR2301293.pdf

Publication Details

Published Paper ID: JETIR2301293
Registration ID: 507401
Published In: Volume 10 | Issue 1 | Year January-2023
DOI (Digital Object Identifier):
Page No: c743-c748
Country: Surabaya, East Java, Indonesia .
Area: Management
ISSN Number: 2349-5162
Publisher: IJ Publication


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