Open AccessTHE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) ON MUZAKI LOYALTY
Author(s) -
nihayatu aslamatis sholihah,
A’rasy Fahrullah
Publication year - 2020
Publication title -
ijibe (international journal of islamic business ethics)
Language(s) - English
Resource type - Journals
ISSN - 2502-4647
DOI - 10.30659/ijibe.5.2.90-99
Subject(s) - nonprobability sampling , loyalty business model , likert scale , customer relationship management , loyalty , business , test (biology) , marketing , psychology , statistics , mathematics , medicine , population , service quality , paleontology , environmental health , biology , service (business)
The aim of this research is to test the effect of customer relationship management (data and information, human resources, process, and technology) towards muzakki loyalty case study Yatim Mandiri Surabaya. this research was conducted with an associative quantitative approach. Number of samples that used in this research is 100 peoples who is active muzakki ini Yatim mandiri Surbaya and use purposive sampling technique. This research use a questionnare that calculates with Likert scale and analyzed with SPSS 23 version. The result of this research indicated that customer relationship management varible has significant effect and positive of muzakki loyalty. Based on the partial test result indicated that customer relationship management has partial effect of muzakki loyalty, and based on the coefficient of determination test result, indicated that customer relationship management variable has a big impact as 33,7% of muzakki loyalty.