Abstract
The Influence of Service Quality, Brand Image and Customer Relationship Management on Indomaret mini market customer loyalty in Pedurenan, East Bekasi areobjectives of this study. In this study using primary data by distributing questionnairessample used was 100 respondents. Results of calculations using multiple regression methods obtained byresults of a standardized regression, namely Y = 3.316 + 0.338X1 + 0.298X2 + 0.222X3. Service Quality variable (X1) gavelargest contribution of 0.338 andBrand Image variable contributed 0.928 and CRM contributed 0.222 to Loyalty. F test results showed thatindependent variables used in this study were able to explainvariation ofdependent variable changes namely Loyalty soit can be stated thatmodel developed in this study was feasible. Independent variables have a significant and positive influence on loyalty. R square value shows thatpercentage ofindependent variables on Loyalty with R square value obtained by 50.2%.
Highlights
Customer Loyalty has an important role in a company, retaining customers means maintaining company's survival
5 Discussion 5.1 Effect of Quality of Service on Customer Loyalty. The research results, it can be seen there is a significant influence between Quality of service on Customer Loyalty in 8 minimarket branches in Padurenan Village, East Bekasi, meaning that Quality of Service can be used as a basis for predicting Customer Loyalty in 8 minimarket branches in Padurenan Village, East Bekasi
This means if Service.Quality score is increased by 1 unit, Customer Loyalty score will increase by 0.338 units with a standard error of 0.101. t test results show that significant value of Service Quality is 0.001
Summary
Customer Loyalty has an important role in a company, retaining customers means maintaining company's survival. Consumer loyalty is very determining survival of a company, company must maintain a good relationship with consumers so consumers will be loyal to company. In realizing customer loyalty can be influenced by service quality. Companies must provide quality service because service quality can affect customer loyalty (Mulyaningsih, 2013). Loyalty can be influenced by www.psychologyandeducation.net brand image. More competitors in self-service industry it is expected each company will build a brand image
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