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Analysis of customer relationship management and customer experiences toward customer loyalty and satisfaction in the Indonesian service industry (a study in Cipaganti shuttle service company in Depok)

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The purpose of this research is to study the level of influence of customer relationship management toward customer loyalty and satisfaction, and to study the level of influence of customer experience toward customer loyalty and satisfaction. This study is conducted by collecting data collection through questionnaires to individuals, who have travelled using Cipaganti transportation shuttle services between Depok and Bandung. The proposed population in this study is visitors at Cipaganti Lenteng Agung and Cipaganti Depok Town Square during weekdays and weekend. These 2 central locations are located within the proximity of the regency of Depok. Visitors are screened based on their current encounter with Cipaganti Shuttle Service, for a total number of 100 respondents. The results indicate that CRM does not positively influence customer loyalty and satisfaction, and customer experience positively influences customer loyalty and satisfaction.

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Availability

B01532

(Rack Thesis)

Available

Detail Information

Series Title

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Call Number

1532

Publisher

: Swiss German University., 2014

Collation

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Language

English

ISBN/ISSN

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Classification

NONE

Content Type

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Media Type

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Carrier Type

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Edition

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Subject(s)

Customer experience
IBA
Customer relationship management
Customer loyalty and satisfaction

Specific Detail Info

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Statement of Responsibility

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