August 20, 2025

Kualitas Pelayanan, Customer Relationship Marketing, dan Kepuasan Pelanggan sebagai Determinan Loyalitas Pelanggan

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Customer loyalty is positively influenced by service quality, CRM, and customer satisfaction—indicating key drivers for business success.
The regression analysis shows that these three factors explain 43.4% of the variation in customer loyalty, emphasizing their importance.
Using a quantitative approach, 96 respondents were surveyed to gather data on loyalty determinants in a Honda workshop setting.
To enhance customer retention, the workshop should improve service interactions and strengthen CRM practices based on these findings.

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Quantitative analysis reveals service quality, CRM, and customer satisfaction positively impact customer loyalty.

Ulum et al. (2025) studied this question.

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