NotesFAQContact Us
Collection
Advanced
Search Tips
Peer reviewed Peer reviewed
PDF on ERIC Download full text
ERIC Number: EJ1091684
Record Type: Journal
Publication Date: 2014-Sep
Pages: 10
Abstractor: As Provided
Reference Count: 18
ISBN: N/A
ISSN: ISSN-2252-8822
Analysis of Customer Loyalty through Total Quality Service, Customer Relationship Management and Customer Satisfaction
Binsar Kristian P., Feliks Anggia; Panjaitan, Hotman
International Journal of Evaluation and Research in Education, v3 n3 p142-151 Sep 2014
This research talks about total quality service and customer relationship management effects toward customer satisfaction and its impact on customer loyalty. Fast food restaurant KFC, always strives to continue to make improvements in total quality service, so that customer satisfaction can be maintained, which in turn will have an impact on customer satisfaction increase in customer loyalty. Being able to create customer loyalty is also necessary to have a good relationship, between the customer with the restaurant. The research population was all KFC fast food restaurant customers at Rungkut Surabaya, Indonesia. From the results of the testing of the model in this research, by using accidental sampling, analysis of structural equation models, and using Amos 20 software support, the 200 respondents were able to explain the relationship between the total service quality, customer relationship management, customer satisfaction, and customer loyalty to KFC fast food restaurants in Rungkut Surabaya, Indonesia. The result shows that: total quality service have significant effect on customer satisfaction; total quality service have significant effect on customer loyalty; customer relationship management have significant effect on customer satisfaction; customer relationship management have significant effect on customer loyalty; and customer satisfaction significantly effect customer loyalty.
Institute of Advanced Engineering and Science. C5 Plumbon, Banguntapan, Yogyakarta, 55198, Indonesia. Tel: +62-274-4534501; Fax: +62-274-564604; e-mail: ijere@iaesjournal.com; Web site: http://iaesjournal.com/online/index.php/ijere
Publication Type: Journal Articles; Reports - Research
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Indonesia