Analisis pengaruh service quality, customer satisfaction, dan customer value terhadap customer loyalty melalui crm quality pada pelanggan gerai j.co di Surabaya

Sibuea, Indah Lestari (2017) Analisis pengaruh service quality, customer satisfaction, dan customer value terhadap customer loyalty melalui crm quality pada pelanggan gerai j.co di Surabaya. Bachelor thesis, Universitas Pelita Harapan Surabaya.

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Abstract

Sepanjang tahun 2016, pertumbuhan nilai industri makanan dan minuman lebih stabil karena didorong oleh volume penjualan.Investasi dari tahun 2015 sampai 2016 pada bidang ini meningkat sebesar 16% sebesar Rp 43 triliun sehingga membuka peluang besar dan dengan populasi mencapai lebih dari 250 juta orang. Indonesia merupakan pasar yang menguntungkan bagi produsen makanan dan minuman, serta industri pendampingnya. (www.tribunnews.comdi unduh pada tanggal 21 September 2016)..J.Co Donut & Coffee didirikan oleh salah seorang pengusaha salon asli Indonesia bernama Johnny Andrean. Ide untuk mendirikan J.Co Donut & Coffee berawal dari kebiasaan Johnny yang sering melakukan perjalanan bisnis ke Amerika Serikat. Penelitian ini ditujukan untuk menganalisa pengaruh variabel Service Quality, Customer Satisfaction, Customer Value, dan CRM Quality terhadap Customer Loyalty dari pelanggan J.Co di Surabaya. Sampel yang digunakan pada penelitian ini yaitu pada laki laki dan wanita berusia 18 60 yang tinggal di wilayah kota Surabaya sejumlah 135 responden yang telah mengkonsumsi produk J.Co yang dimaksud disini juga lebih spesifik, yaitu dengan minimal mengkonsumsi produk J.Co dua kali dalam tiga bulan terakhir. Untuk pengolahan dan penganalisaan data dalam penelitian ini yaitu dengan menggunakan SPSS sebagai software untuk mengolah data. Hasil analisis menunjukkan bahwa Statistical product and service solutions (SPSS) dengan software 22.0 sebagai softwere untuk mengolah data. Temuan empiris tersebut mengindikasikan bahwa hubungan Service Quality memiliki pengaruh terhadap CRM Quality dengan koefisien regresi sebesar 0.152. Customer Satisfaction memiliki pengaruh terhadap CRM Quality dengan koefisien regresi sebesar 0.445. Customer Value memiliki pengaruh terhadap CRM Quality dengan koefisien regresi sebesar 0.152. CRM Quality memiliki pengaruh terhadap Customer Loyalty dengan koefisien regresi sebesar 0.669 / Throughout the year 2016, the growth of the value of the food and beverage industry is more stable because it is driven by sales volume. Investment from 2015 to 2016 in this field increased by 16% by Rp 43 trillion, thus opening up huge opportunities and with the population reaching more than 250 million people. Indonesia is a lucrative market for food and beverage manufacturers, as well as its counterpart industry. (Www.tribunnews.comdiund on 21 September 2016) .. J.Co Donut & Coffee was founded by one of Indonesia's original salon entrepreneur named Johnny Andrean. The idea to establish J.Co Donut & Coffee started from the habit of Johnny who often travel business to the United States. This research is aimed to analyze the influence of Service Quality, Customer Satisfaction, Customer Value, and CRM Quality to Customer Loyalty from J.Co customer in Surabaya. The sample used in this study is in men and women aged 18 60 who live in the city of Surabaya a number of 135 respondents who have consumed J.Co product is also more specific here, that is by consuming minimum product J.Co twice In the last three months. For processing and analyzing data in this research is by using SPSS as a software to process data. The analysis result shows that Statistical product and service solutions (SPSS) with software 22.0 as softwere to process data. These empirical findings indicate that the Service Quality relationship has an influence on CRM Quality with regression coefficient of 0.152. Customer Satisfaction has an influence on CRM Quality with regression coefficient of 0.445. Customer Value has an influence on CRM Quality with regression coefficient of 0.152. CRM Quality has an influence on Customer Loyalty with regression coefficient of 0.669

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