ANALISIS PENGARUH MANAJEMEN HUBUNGAN PELANGGAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Pada Pelanggan Jasa Ekspedisi Pengiriman Barang TIKI di Kecamatan Banjarsari, Kota Solo)

Abstract

Company in retaining customers need to increase loyalty by means of Customer relationship management (CRM) strategy. To analyze the strategy the aim of this study to know the relationship of continuity marketing (X1), one to one marketing (X2), partnering program (X3), to customer loyalty (Y2), with Customer Satisfaction Intervention (Y1). Sampling method using purposive sampling with technique of non-probability sampling at PT. Citra Van Titipan Kilat (TIKI), with the number of samples taken 182 customers who have used TIKI services. Customer satisfaction and customer Loyalty generated in this research get positive relationship of first model between continuity marketing (X1), one to one marketin (X2), partnering program (X3) to Customer Satisfaction (Y1),and the second positive relationship of continuity marketing (X1), one to one marketin (X2), partnering program (X3), Customer Satisfaction (Y1) to customer loyalty (Y2). From testing of determination (R2)and testing of F test, concluded that model 1 influenced 51,5% and model 2 had 79.8% effect, this indicates that this research succeeded in connecting the influence positively in increasing customer satisfaction and loyalty of TIKI service users.