Abstract
This study aims to analyze the effect on customer relationship management and trust on satisfaction and its impact on customer loyalty. This research was conducted on credit customers of PT. Pegadaian (Persero) Demak Branch. The sample in this study used a sampling technique, namely purposive sampling by taking 100 respondents. The results of this study indicate that there is a positive and significant influence between the customer relationship management variables on customer satisfaction. The trust variable has a positive and significant effect on customer satisfaction. The customer relationship management variable has a positive but not significant effect on customer loyalty. The trust variable has a positive and significant effect on customer loyalty. The satisfaction variable has a positive and significant effect on customer loyalty.
 
 Keywords : Customer Relationship Management, Trust, Satisfaction, Loyalty
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
