Octavianus, Pratama Halik
(2018)
The effect of service quality, customer satisfaction and customer value towards customer loyalty through costumer relationship management quality.
Bachelor thesis, Universitas Pelita Harapan.
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Abstract
This study analyzes about the effect of service quality, customer satisfaction, and customer value towards customer loyalty through customer relationship management represented by Shell Lippo Karawaci. Shell is a global brand from the United States-based, wholly owned subsidiary of Royal Dutch Shell. Therefore, there must be several factors that positively influence customer loyalty of Shell in Lippo Karawaci, Tangerang. This study examines factors that contribute to customer loyalty over Shell. This study case will be used quantitative research method by distributing electronic questionnaires to 150 students of Universitas Pelita Harapan who ever use, or visit Shell at Lippo Karawaci more than one times as respondents. Quantitative methods include the validity and reliability test, the inferential statistics that include outer and inner model, the coefficient determination the hypothesis testing. The result of the research were analyzed using smartPLS program. From the data analysis process, the result of factors that positively influence customer loyalty on Shell are taken.
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