Open AccessPengaruh Customer Relationship Management Terhadap Loyalitas Konsumen di Cold n' Brew
Author(s) -
Rizqi Maharani Prestasyawati,
Minar Ferichani,
Nuning Setyowati
Publication year - 2021
Publication title -
e-journal ekonomi bisnis dan akuntansi/ekonomi bisnis dan akuntansi (e-journal)
Language(s) - English
Resource type - Journals
eISSN - 2685-3523
pISSN - 2355-4665
DOI - 10.19184/ejeba.v8i2.20757
Subject(s) - nonprobability sampling , loyalty business model , business , advertising , population , business administration , sample (material) , customer relationship management , loyalty , marketing , chemistry , medicine , service quality , environmental health , chromatography , service (business)
The purpose of this study was to analyze the effect of Customer Relationship Management on customer loyalty in Cold n’ Brew. The population in this study were customers of Cold n’ Brew in Surakarta. Using Purposive sampling, the sample in this study was 1000 respondents. The analysis in this study is Partial Least Square (PLS) with Smart PLS 3.0. The results showed that process variables, human resources, and data and information technology had a positive effect on consumer loyalty in Cold n 'Brew. The results showed that process variables, human resources, and data and information technology had a positive effect on consumer loyalty in Cold n ‘Brew.