relation: https://eprints.untirta.ac.id/53106/
title: PERAN CUSTOMER RELATIONSHIP MANAGEMENT  DALAM MENINGKATKAN CUSTOMER LOYALTY  (Studi Pada Pengguna Powertools Makita pada Pabrik Mobil  di Kawasan Industri Cikarang dan Karawang)
creator: RICARDO, ANDI RICOH
subject: HD28 Management. Industrial Management
description: This study is based on fluctuations in consumer loyalty toward Makita powertools  in several large automotive factories in the Cikarang and Karawang industrial  areas from 2022 to 2024. The decline in repeat purchase interest observed in 2023  indicates a decrease in loyalty, highlighting the importance of the company's  relational strategy. This study aims to examine whether customer relationship  management, service quality, trust, and commitment can enhance customer loyalty.  This study also assesses whether service quality influences trust, and whether  service quality, trust, and commitment can mediate customer relationship  management to enhance customer loyalty, as well as the influence of customer  relationship management in improving customer loyalty. Quantitative methods are  used in this study to analyze statistical data, specifically numerical data collected  by the researcher to obtain, analyze, and explain accurate information based on  statistical data. The population in this study consists of users of Makita power tools  at Wuling, Mitsubishi, and Toyota car factories, with usage exceeding one year.  Data analysis in this study utilized the Smart PLS 4 software in Structural Equation  Modeling (SEM) to analyze the linear relationships between variables in this study.  The results of this study indicate that customer relationship management has a  significant direct influence on commitment, service quality, trust, and customer  loyalty, but the influence of service quality and trust on loyalty is not significant  directly. Conversely, commitment emerges as the primary mediating variable  bridging CRM and customer loyalty.
date: 2025
type: Thesis
type: NonPeerReviewed
format: text
language: en
identifier: https://eprints.untirta.ac.id/53106/1/ANDI%20RICOH%20RICARDO_7776230068_Fulltext.pdf
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identifier: https://eprints.untirta.ac.id/53106/3/ANDI%20RICOH%20RICARDO_7776230068_bab2.pdf
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identifier: https://eprints.untirta.ac.id/53106/4/ANDI%20RICOH%20RICARDO_7776230068_bab3.pdf
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identifier: https://eprints.untirta.ac.id/53106/5/ANDI%20RICOH%20RICARDO_7776230068_bab4.pdf
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identifier: https://eprints.untirta.ac.id/53106/6/ANDI%20RICOH%20RICARDO_7776230068_bab5%20%281%29.pdf
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identifier: https://eprints.untirta.ac.id/53106/7/ANDI%20RICOH%20RICARDO_7776230068_01.pdf
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identifier: https://eprints.untirta.ac.id/53106/8/ANDI%20RICOH%20RICARDO_7776230068_Lamp.pdf
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language: en
identifier: https://eprints.untirta.ac.id/53106/9/ANDI%20RICOH%20RICARDO_7776230068_Reff.pdf
identifier:   RICARDO, ANDI RICOH  (2025) PERAN CUSTOMER RELATIONSHIP MANAGEMENT DALAM MENINGKATKAN CUSTOMER LOYALTY (Studi Pada Pengguna Powertools Makita pada Pabrik Mobil di Kawasan Industri Cikarang dan Karawang).  Master thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.