Customer Relationship Marketing Research Articles

PENGARUH CUSTOMER RELATIONSHIP MARKETING, DAN NILAI PELANGGAN TERHADAP LOYALITAS KONSUMEN

The theories used in this research are management theory, marketing theory, customer relationship marketing theory, customer value theory, and consumer loyalty theory. The method used in this research is to use a quantitative approach through a census sample approach, which is a sampling technique that provides equal opportunities for each element (member) of the population to be selected as a member of the sample. According to Sugiyono (2008), “saturated sampling or census is a sampling technique when all members of the population are used as samples. Another term for saturated sampling is census.” The sampling method used in this study is the saturated sample method. The number of sampling in this study was 30 shops that became the target of this study.
 The results of this study show the results of Adjusted R2 value of 0.625 or can be defined as equivalent to 62.5%. It can be concluded that customer relationship marketing and customer value can explain the positive influence on consumer loyalty of 62.5%. The remaining 37.5% can be explained by other variables not used in this study.
 There is a significant influence of customer relationship marketing variables on consumer loyalty. This means that the t-test produced by individual customer relationship marketing research has a significant and positive influence on consumer loyalty. H1 is accepted with a value of 3.572 and a P-Value of 0.001.
 There is a significant effect of the customer value variable on consumer loyalty. This means that the t-test produced by individual research has a significant and positive influence on customer loyalty. H2 is accepted with a value of 3.353 and a P-Value of 0.002.
 The fourth hypothesis from the F test is that the values ​​obtained by consumer satisfaction, marketing communication, and customer values ​​have a positive and significant effect on consumer loyalty at PT ASW Area Pangkalpinang City, Tamansari District, H1 is accepted, H3 is accepted, and the result is a value of 24,537 and P-Value <.001.

CUSTOMER VALUE PERFORMANCE, SATISFACTION AND RELATIONAL MARKETING ON PRIORITY CUSTOMER LOYALTY ( Case study of Bank ABC Surabaya Cendana Main Branch Office)

Banking is a service industry that is very important in advancing the economy of a country. The purpose of this study is to determine whether there is an effect of variable customer value, satisfaction and relational marketing on customer loyalty Priority Bank XYZ Main Branch Office Surabaya Cendana. The data used in this study is primary data obtained by distributing questionnaires, using multiple linear regression analysis techniques. There is an influence between the independent variable and the dependent variable, as evidenced by a significant value of 6,328.10-26 <0.05. Partially, the customer value variable (X1) has a positive and significant effect on customer loyalty, the customer satisfaction variable (X2) has a positive and significant effect on customer loyalty and the relationship marketing variable (X3) has a positive and significant effect on customer loyalty. The most dominant variable is the relational marketing variable (X3) because the partial correlation value in the coefficients table is 62.29% greater than the partial correlation value of the other independent variables. customer value variables, customer satisfaction, and relationship marketing simultaneously have a significant effect on verified customer loyalty, customer value variables, customer satisfaction, and relationship marketing partially have a significant effect on proven customer loyalty and relationship marketing variables have a dominant influence on proven customer loyalty the truth. The most dominant variable is the relational marketing variable (X3) because the partial correlation value in the coefficients table is 62.29% greater than the partial correlation value of the other independent variables. customer value variables, customer satisfaction, and relationship marketing simultaneously have a significant effect on verified customer loyalty, customer value variables, customer satisfaction, and relationship marketing partially have a significant effect on proven customer loyalty and relationship marketing variables have a dominant influence on proven customer loyalty the truth. The most dominant variable is the relational marketing variable (X3) because the partial correlation value in the coefficients table is 62.29% greater than the partial correlation value of the other independent variables. customer value variables, customer satisfaction, and relationship marketing simultaneously have a significant effect on verified customer loyalty, customer value variables, customer satisfaction, and relationship marketing partially have a significant effect on proven customer loyalty and relationship marketing variables have a dominant influence on proven customer loyalty the truth.

Literatur review: Analisis Customer Relationship Marketing Dan Strategi Pendukung Dalam Meningkatkan Loyalitas Pasien RS Serta Kaitannya Dengan Pandemi Covid-19

The COVID-19 pandemic has changed people's behavior to be reluctant to visit health facilities, especially hospitals. This has an impact on cash flow and makes hospital business competition more stringent, so it's necessary to determine a strategy to maintain patient loyalty. The purpose of this study to analyze the effect of customer relationship marketing on patient loyalty in hospital and identify supporting strategies that the hospital use as competitiveness with other hospitals. This research method is a literature study with inclusion criteria are journal discussing the topic of customer relationship marketing to patient loyalty in hospitals, and published between 2014-2020. The independent variable in this study is customer relationship marketing, and the dependent variable is patient loyalty. The database used are Google Scholar, Science Direct, and El Sevier. From database, 5 journals were obtained that were per the research objectives. Besides that, searching for news articles as supporting information. The results show a positive effect of customer relationship marketing on patient loyalty. Conclusion application of CRM still needs to be balanced with several indicators in developing a strategy, including infrastructure, management of product quality, service innovation, service quality, human resource management, ability to handle patient conflicts, and customer relationship management. Keywords : Customer Relationship Marketing, Patient loyalty, Pandemic Covid-19, Hospital, Strategies.

PRACTICES & TRENDS IN RELATIONSHIP MARKETING IN THE PRESENT DIGITAL ERA

Relationship marketing is the modern marketing approach that advocates about the relationship of a company with its key parties. In order to achieve the desired goals of the company, it is essential to establish and maintain a pleasant relationship between the company and its related parties. In 21st century, world has become the tech-world. Innovation and automation of activities are the demand of this era where everyone has an action-packed schedule. Now, we are performing our works especially business-related activities through the help of technology that supports ease-of-doing, less working period and automation. In this research paper, the researcher has tried to describe the significance of customer relationship marketing and the various practices and innovative trends in customer relationship marketing in this digital age.

Membangun Loyalitas Pelanggan Melalui Peran Citra Sebagai Variabel Intervening

This study aims to analyze the strategy in building customer loyalty through Customer Relationship Marketing, product quality, and price with image as an intervening variable at Daeng Nakku Coffee Shop. The issues raised are whether CRM, product quality, price have a direct and indirect effect on image and loyalty? The population in this study were the customers or visitors of the Daeng Nakku coffee shop. The sample used was 95 samples with accidental sampling technique. Data collection method using survey method with research instrument is a questionnaire. The approach method used in this study is a quantitative method with data analysis tools using Smart PLS. The results showed that the CRM variables, product quality, and price directly had a positive and significant effect on the image of the shop. Furthermore, the CRM variables, product quality, and price directly have a positive and significant effect on customer loyalty. And the image variable can mediate the relationship between CRM, product quality, and price on customer loyalty. Keywords: Image, CRM, Price, ProductQuality, Loyality

RELATIONSHIP MARKETING AND MARKET PENETRATION OF INSURANCE IN LAGOS STATE, NIGERIA

<p>The relevance and contribution of insurance in nation building cannot be overemphasized. The insurance industry remains a major constituent and force in the global economy by virtue of the volume of resources it controls as premiums are collected and consequently its investment scale. Notwithstanding, customer patronage of insurance in Africa (except South Africa) is abysmally poor. Similarly, insurance market penetration in Nigeria is dismally low in comparison with other nations in Africa and beyond. While insurance penetration remains low at 0.4%, only 1.7 % of over 190 million people have insurance in place. This has been attributed largely to consumer apathy and subsequent low market penetration of insurance services. In order to help in identifying the areas that call for improvement, this study evaluated customer relationship marketing dimensions and market penetration of insurance in Lagos State, Nigeria. The study adopted a survey research design. The population of the study consisted of 375,000 estimated consumers of insurance services in Lagos State, Nigeria. A sample size of 1,650 consumers was drawn from selected Local Government Areas of Lagos State through the non-probability sampling technique. A questionnaire titled relationship marketing and market penetration of insurance was adapted and validated. The Cronbach’s Alpha coefficient for the constructs ranged between 0.76 and 0.90. A total of 1,650 copies of the questionnaire were administered, with a response rate of 80%. The data were analyzed using descriptive and inferential (multiple linear regression analysis) statistics. The findings revealed that relationship marketing has significant influence on market penetration of insurance (Adj. R2 = 0.124; F (5, 1306) = 38.222, p<0.05). Significant positive relationships were also found between some of the relationship marketing constructs and market penetration of insurance. The study concluded that relationship marketing dimensions of customer awareness, customer trust, customer service quality, product innovation and customization, and customer satisfaction are significant predictors of market penetration of insurance in Lagos State, Nigeria. Thus, to influence the market penetration of insurance, the adoption of relationship marketing is highly recommended.</p><p> </p><p><strong> Article visualizations:</strong></p><p><img src="/-counters-/edu_01/0565/a.php" alt="Hit counter" /></p>

The Effect of Customer Relationship Marketing and Customer Value on Customer Loyalty at Syekh Yusuf Hospital, Gowa Regency

A customer's commitment to repeatedly re-subscribe to or re-purchase a certain product or service in the future is an example of loyalty on the part of that consumer. At the Sheikh Yusuf Hospital in Gowa Regency, the purpose of this research is to investigate the impact that customer relationship marketing and customer value have on the level of customer loyalty. This kind of investigation is a quantitative study that takes the form of an observational study and is structured in the form of a cross sectional study. The sampling method used was a total sample, and the number of participants in the study that participated in the sample was 154. According to the findings of the research, there is a connection between Customer Relationship Marketing and Customer Loyalty. There is also a connection between Customer Value and Customer Loyalty. The variable that has the greatest impact on customer loyalty is customer relationship marketing (also known as CRM). It has been suggested to the administration of the hospital that they make more use of techniques derived from promotional tools (promotions mix). In particular, the hospital's public relations strategy, which is implemented by means of the Customer Relationship Management (CRM) software, with the intention of preserving the loyalty of the patients and their families.

The usefulness of socio-demographic variables in predicting purchase decisions: Evidence from machine learning procedures

Research has long debated the effectiveness of socio-demographics in understanding purchase behavior, with mixed conclusions. The appeal of socio-demographic data for customer relationship marketing is based on its low acquisition cost and the growing array of variables on which marketers can condition messages and offers. We reinvestigate the value of socio-demographic variables, focusing on the potential of machine learning procedures (MLPs) to extract a stronger and reliable signal than the standard linear-in-parameters (logistic) regression models. We explore how predictive power can be increased through the nonlinearities and interactions identified with MLPs; our experimental set ranges from well-established procedures to newer entrants in this space. We also examine causality vis-à-vis predictability using a propensity scoring approach. Empirics are based on six grocery product categories and more than 7,000 panelists. We find that, relative to logistic regression models, MLPs using demographic variables yield a 20% to 33% improvement in out-of-sample predictive accuracy.

IMPORTANCE OF CUSTOMER RELATIONSHIP MARKETING TO PARTICIPANT LOYALTY THROUGH PARTICIPANT SATISFACTION IN BUSINESS ENTITIES: AN EMPERICAL STUDY IN HEALTH PROVIDER BPJS JAMBI CITY

BPJS Health as a provider of Health Insurance in Indonesia should increase service business efforts to increase customer loyalty. Especially in the competition in the insurance industry from time to time which is increasing competitive. One of the steps that can be taken is through increasing Customer Relationship Marketing which is expected to increase participant satisfaction. This study aims to analyze the effect of the variable Customer Relationship Marketing, on participant loyalty through the satisfaction of BPJS Health Business Entity Participants in Jambi City. The sample used was 100 PICs from business entities registered with BPJS Health Jambi City. The analytical tool used is SEM PLS. The results of the study found that Customer Relationship Marketing had a positive and significant effect on Participant Satisfaction, Based on the results of this study, it can be recommended that BPJS Health can maintain and develop their Customer Relationship Marketing again. So that the satisfaction and loyalty of participants can be increased.

The Effect of Customer Relationship Marketing (CRM) and Service Quality on Customer Satisfaction Mediated by the Brand image at Bank of BNCTL, Dili Branch, Timor-Leste

This study aims to analyze the Effect of Customer Relationship Marketing (CRM) and Service Quality on Customer Satisfaction Mediated by the Brand image at Bank BNCTL, Dili-Timor Leste Branch. The sample in this study uses a purposive sample. The purpose of using this technique is to take a sample of certain people who meet the requirements. Researchers will distribute questionnaires to customers who have the saving at BNCTL bank for at least 1 year. The results of the analysis show that 1) Customer Relationships Marketing has a positive and significant effect on brand image. 2) Service quality has a positive and significant effect on brand image. 3) Brand image has a positive and significant effect on customer satisfaction. 4) Customer Relationships Marketing has a positive and significant effect on customer satisfaction. 5) Service quality has a positive and significant impact on customer satisfaction at the BNCTL Bank Dili Branch, Timor Leste.

Studi Customer Relationship Marketing dan Kualitas Pelayanan pada Klinik Kecantikan

This research was conducted on beauty clinic customers dr. Amalia has bought skin care and facial treatment more than three times. The goal is to identify: customer relationship marketing and service quality on customer loyalty and how much influence the customer relationship marketing of customer loyalty and the influence of service quality on customer loyalty. The population in this research are customers who have registered at the beauty clinic dr. Amalia Sumedang. While the samples used in this study were 200 customers. Analysis data in this study using descriptive analysis and verification analysis. Testing of research instruments conducted using validity and reliability testing. For data analysis using classical assumption testing, multiple linear regression analysis and coefficient of determination analysis, which previously performed data transformation first. As for the hypothesis test using the t test for partial testing.The result of descriptive analysis of customer relationship marketing is in very good category, service quality is in very good category and customer loyalty is in high category. Based on the partial test results of customer relationship marketing have a positive and significant influence customer loyalty, so does the quality of service have a positive and significantly influence customer loyalty.

PENGARUH CUSTOMER RELATIONSHIP MARKETING DAN KUALITAS PELAYANAN TERHADAP TINGKAT KEPUASAN ANGGOTA PADA KOPERASI CANDRA SEDANA MENGWI BADUNG

The purpose of this study is to determine the influence of customer relationship marketing (X1) and service quality (X2) on the level of member satisfaction (Y) in the candra sedana cooperative mengwi Badung. Where satisfaction is a feeling of pleasure or disappointment for someone who arises after comparing their perceptions or impressions of a product or service and their expectations. One of the factors that influence satisfaction is customer relationship marketing, which is a comprehensive range of strategies and processes to acquire, retain and cooperate with selected consumers to create higher value. In addition to customer relationship marketing, which affects satisfaction, service quality is a company's ability to meet customer needs and desires in accordance with customer expectations. In this study, it is explained that there is a positive effect of customer relationship marketing and service quality on the level of member satisfaction simultaneously. The samples used in this study were 100 respondents. In this study, a statistical analysis was assisted by the SPSS (Statistical for Social Science) 24 computer program for windows. The regression equation obtained is Y = 4.779 + 0.486X1 + 0.181X2. The results of this study indicate that; first, customer relationship marketing has a positive and significant effect on member satisfaction, secondly, service quality has a positive and significant effect on member satisfaction, the third customer relationship marketing and service quality have a simultaneous positive effect of 66.7% on member satisfaction, the four variables of customer relationship marketing have an effect more dominant on the level of member satisfaction. Some suggestions that can be given in this research include; The Candra Sedana Cooperative needs to ask for suggestions and criticism directly from members during the annual membership meeting (RAT) or it can be by making a suggestion box for members. By knowing the wants or needs of members, the cooperative can improve the quality of service so that it can achieve the maximum level of member satisfaction.

Relationship Marketing Dalam Perspektif Islam

From an Islamic perspective, the concept of relationship marketing is standard and internationally recognized. However, so far, there is no such thing. Indeed, in Islamic teachings, the idea of RM brought by western scientists has been contained in the Al-Qur'an and Al-Hadits. Even the concept of relationships in Islamic education is more comprehensive. This article aims to explain the idea of relationship marketing from an Islamic perspective and its main components. This type of research is qualitative through literature study and content analysis. The analysis results show that the concept of relationship marketing from an Islamic perspective is demonstrated through various terms, components, and constructs, including Islamic relationship marketing, shariah relationship marketing, Islamic customer relationship marketing, shariah customer relationship marketing, etc. Islamic Relationship Marketing (IRM) was developed from relationship marketing and Islamic ethical behavior. Shariah Relationship Marketing (SRM) was designed from relationship marketing and Shariah Compliance. The components of IRM are Islamic ethical behavior, social bonds, structural bonds, and financial bonds, and the features of SRM are bonding, communication, commitment, complaint handling, trust, and sharia compliance.

POLICY ANALYSIS OF THE IMPLEMENTATION OF THE COMMUNITY ACTIVITIES RESTRICTIONS ENFORCEMENT (CARE) ON SMALL AND MEDIUM ENTERPRISES IN MEDAN CITY

<p><em>Covid 19 destroys the joints of life including the economy. To suppress the spread of the COVID-19 virus, several countries have implemented various policies, including Indonesia. Indonesia implements the policy of The Community Activities Restrictions Enforcement (CARE) which also has an impact on the economy. This study aims to determine the impact of The CARE policies on SMEs and the strategies carried out by SMEs during the implementation of The CARE. This research is descriptive research with a qualitative approach. Methods of data collection are done by interview, observation, and documentation. Interviews were conducted with SME associations, SMEs actors, and SMEs regulators. The data analysis technique was carried out by data reduction, data display, and concluding. The data validity technique is done by triangulation of sources and member check. Based on the results of the study, it is known the impact of The CARE policy on SMEs in the city of Medan, namely decreased sales, decreased supplies of materials, layoffs, increased online transactions, and increased innovation. And the strategies carried out by SMEs in the city of Medan during the CARE period were digital marketing, the use of e-commerce, product and service diversification, product quality improvement, and customer relationship marketing.</em></p>

Strategies for Maintaining Business during the Pandemic Era at a Store in Tanjung Pura

The world is being hit by a covid-19 pandemic including Indonesia. To break the chain of spreading of the virus, The government asks every people to stay at home. This situation has an impact on economic instability and affected UMKM, no exception in MDI Collection Store. Therefore, a survival strategy for UMKM is needed to continue business during the pandemic, This study uses a qualitative data analysis method with a phenomenological approach. The data collection method is using the interview method, observation method, and documentation method. The result of this study recommends 4 ways a survival strategy for UMKM. There are using e-commerce for business, using digital marketing, improving product and service quality, and optimizing customer relationship marketing. The result of this study are important to be understood and adopted by UMKM and hopefully, they are always responsive and adjust to the business environment to survive.

Customer Relationship Management Practices and Customer Retention at Ghana Commercial Bank (GCB) in Tamale: Mediating Role of Customer Satisfaction

With the recent increase in bank closures, attracting new customers and developing strong customer relationships in Ghana's financial sector has become difficult. As a result, customer retention in banking has become critical for fund mobilization and license maintenance. The study sought to investigate the effect of CRM practices and customer satisfaction on customer retention at GCB bank, Tamale. The quantitative research approach and the explanatory design were employed due to the purpose of the study. Structured questionnaire was used to gather data from all the 367 customers of GCB bank in Tamale. The data obtained were processed using Statistical Package for Social Sciences (SPSS) version 25 and analyzed using descriptive and inferential tools. The purpose of this study was to investigate and establish a comprehensive framework to identify customer relationship management practices on customer retention through the mediating role of customer satisfaction. The study discovered a significant positive relationship between customer relationship management practices and customer retention, as well as customer satisfaction playing a mediating role in this relationship. As a result, Ghanaian banks are implored to implement effective customer relationship marketing strategies in order to retain their customers. Keywords: Customer Relationship Management (CRM) Practices, Customer Retention, Customer Focus, Knowledge Management, Technology-based CRM, Customer Satisfaction. DOI: 10.7176/JMCR/85-02 Publication date: February 28 th 2022

Pengaruh Customer Relationship Marketing Dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan

This research was conducted on beauty clinic customers dr. Amalia has bought skin care and facial treatment more than three times. The goal is to identify: customer relationship marketing and service quality on customer loyalty and how much influence the customer relationship marketing of customer loyalty and the influence of service quality on customer loyalty. 
 Population in this research are customers who have registered at the beauty clinic dr. Amalia Sumedang. While the samples used in this study were 200 customers. Analysis data in this study using descriptive analysis and verification analysis. Testing of research instruments conducted using validity and reliability testing. For data analysis using classical assumption testing, multiple linear regression analysis and coefficient of determination analysis, which previously performed data transformation first. As for the hypothesis test using the t test for partial testing.
 The result of descriptive analysis of customer relationship marketing is in very good category, service quality is in very good category and customer loyalty is in high category. Based on the partial test results of customer relationship marketing have a positive and significant influence customer loyalty, so does the quality of service have a positive and significantly influence customer loyalty.

A Study on Customer Relationship Marketing: A Need of present-day Business

CRM are practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle. The better a business can manage its relationships with its customers, the better the business will be. CRM can be used as an important strategy to learn more about your customers’ needs and behaviors, as well as to develop stronger relationships with them. The study focuses on understanding the need of customer relation in the present-day scenario.

The impact of SNS marketing use on women entrepreneurs in the new normal era

The goal of this research was to see how network site marketing (SNS marketing) affected marketing performance in terms of customer relationship management (CRM) and marketing capabilities. This research was conducted with a quantitative approach. The population in this study are all female entrepreneurs who use SNS marketing in Bali. The sample is 260 MSMEs taken by purposive sampling. The data will be analyzed descriptively and inferentially. The inferential statistic used is Structural Equation Modeling (SEM) based on variance, namely Partial Least Square (SEM PLS) with SmartPLS 3.0 program. The research findings are that SNS marketing use has a positive and significant effect on CRM capability and marketing capability, CRM capability and marketing capability have a positive and significant effect on business performance, CRM capability and marketing capability as partial mediation influences SNS marketing use on business performance. This research implies that it is expected to help MSMEs in making decisions regarding the use of SNS marketing.

Development of customer relationship marketing system and its influence on the increase in confectionery companies performance

Development of customer relationship marketing system and its influence on the increase in confectionery companies performance