263-622-1-PB.pdf - http\/cakrawalajournal.org\/index.php\/cakrawala Volume 12 Nomor 1 Juni 2018 Pengaruh CRM Terhadap Kepercayaan Konsumen serta Dampaknya

263-622-1-PB.pdf -...

This preview shows page 1 - 3 out of 15 pages.

Volume 12 Nomor 1 Juni 2018 * Corresponding Author: Nama Email Contact Pengaruh CRM Terhadap Kepercayaan Konsumen serta Dampaknya Terhadap Loyalitas Pelanggan (Survey pada Petani Desa Donowarih, Kecamatan Karangploso, Kabupaten Malang) The Effect Of CRM on Consumer Trust and Its Impact on Customer Loyalty (Base on Farmerssurvey at Donowarih Village, Karangploso Districts, Malang Regency) * M. Wildan Habibillah, Egha Gyska Amanda, Vina Chandrawati, Zeni Firdayani, Randy Pribadi, Ardita Kurniawan Fakultas Ilmu Administrasi Universitas Brawijaya Malang Jl. MT. Haryono No. 163 Malang 65145 DOI: Received Accepted Published : 27 Januari 2018 : 9 Mei 2018 : 21 Mei 2018 Abstrak : Kepercayaan konsumen dinyatakan sebagai komponen penting untuk menjaga hubungan yang berkelanjutan diantara semua pihak yang terlibat dalam bisnis. Apabila kepercayaan pelanggan terhadap suatu layanan yang diberikan oleh pelaku bisnis sudah terbangun maka akan memunculkan loyalitas terhadap pelaku bisnisnya. Kepercayaan dan loyalitas tercipta apabila kegiatan Customer Relationship Management (CRM) terlaksana dengan baik.Bentuk layanan CRM ini terdapat di Desa Donowarih.Jenis penelitian yang digunakan dalam penelitian ini adalah explanatory dengan pendekatan kuantitatif. Tujuan penelitian ini adalah untuk mengetahui pengaruh Customer Relationship Management terhadap kepercayaan konsumen serta dampaknya terhadap loyalitas pelanggan survey pada petani Desa Donowarih, Kecamatan Karangploso, Kabupaten Malang Kata unci : k Kepercayaan Konsumen, Loyalitas Pelanggan, Customer Relationship Managemen Abstract : Consumer trust is expressed as an important component to maintaining a sustainable relationship among all parties involved in the business. If the consumer trust has been built then will bring loyalty to the business. Trust and loyalty is created when the activities of Customer Relationship Management performed well. This form of CRM service is located in Donowarih Village. Type of research used in this research is explanatory with quantitative approach. The purpose of this study is to determine the influence of Customer Relationship Management to consumer trust and its impact on customer loyalty survey on farmers Donowarih Village, District Karangploso, Malang regency. Keywords : Consumer trust, Customer Loyalty, Customer Relationship Management How to Cite: M. Wildan Habibillah, Egha Gyska Amanda, Vina Chandrawati, Zeni Firdayani, Randy Pribadi, Ardita Kurniawan (2018). Pengaruh CRM Terhadap Kepercayaan Konsumen serta Dampaknya Terhadap Loyalitas Pelanggan (Survey pada Petani Desa Donowarih, Kecamatan Karangploso, Kabupaten Malang) . Cakrawala, 12 (1), 25-39. © 2018 Badan Penelitian dan Pengembangan Provinsi Jawa Timur p-ISSN 1978-0354 | e-ISSN 2622-013X : Egha Gyska Amanda : [email protected] :
Image of page 1
Pendahuluan Menurut pendapat Zur, et al. (2012) menyatakan bahwa kepercayaan konsumen dinyatakan sebagai komponen penting untuk menjaga hubungan yang berkelanjutan diantara semua pihak yang terlibat dalam bisnis. Melalui
Image of page 2
Image of page 3

You've reached the end of your free preview.

Want to read all 15 pages?

  • Winter '17
  • Tes

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern

Stuck? We have tutors online 24/7 who can help you get unstuck.
A+ icon
Ask Expert Tutors You can ask You can ask You can ask (will expire )
Answers in as fast as 15 minutes