Abstract
Customer relationship management is one of the main facets to develop customer’s loyalty. Therefore, this research has purpose to know the influence of customer relationship management which has 3 indicators such as human resource, process, and technology to customer’s loyalty as dependent variable which has 3 indicators as follows repeat purchase, referral, and retention. This research collected data from 235 respondents and the result shown that customer relationship management significantly determined customer loyalty with Adjusted R Square 0,813 or 81,3%, while 18,7% from other factors. Following the descriptive analysis to explain the level of customer relationship management and customer loyalty with 5 categories level shown both customer relationship management and customer loyalty made their position at level 3 or intermediate level. Based on, descriptive analysis and Adjusted R Square concluded customer relationship management determined customer loyalty significantly. Therefore, English First Samarinda must concern to human resource, process, and technology development.
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