Electronic Theses and Dissertation

Abstrak penelitian ini bertujuan untuk mengukur pengaruh customer relationship management dan customer bonding terhadap loyalitas pelanggan yang dimediasi oleh kepuasan pelanggan pada pengguna kartu xl kota banda aceh. sampel yang digunakan pada penelitian ini adalah pada pengguna kartu xl kota banda aceh yang berjumlah 190 responden dan menggunakan kuesioner sebagai instrumen pengumpulan data. teknik sampel yang digunakan non-probability sampling dengan metode purposive sampling. statistical product and service solutions (spss) digunakan sebagai metode analisis untuk mengetahui pengaruh antar variabel-variabel yang terlibat. hasil penelitian menunjukan bahwa customer relationship management dan customer bonding berpengaruh positif terhadap loyalitas pelanggan, customer relationship management dan customer bonding berpengaruh positif terhadap kepuasan pelanggan, kepuasan pelanggan memiliki pengaruh positif terhadap loyalitas pelanggan. customer relationship management dan customer bonding terhadap loyalitas pelanggan yang dimediasi oleh kepuasan pelanggan. kata kunci : customer relationship management, customer bonding, loyalitas pelanggan dan kepuasan pelanggan

ABSTRACT This study aims to measure the influence of Customer Relationship Management and Customer Bonding on customer loyalty mediated by customer satisfaction in XL card users in Banda Aceh City. The sample used in this study was 190 respondents using the Banda Aceh City XL card and used a questionnaire as a data collection instrument. The sample technique used is non-probability sampling with the purposive sampling method. Statistical product and service solutions (SPSS) are used as an analysis method to determine the influence between the variables involved. The results of the study show that Customer Relationship Management and Customer Bonding have a positive effect on customer loyalty, Customer Relationship Management and Customer Bonding have a positive effect on customer satisfaction, customer satisfaction has a positive effect on customer loyalty. Customer Relationship Management and Customer Bonding on customer loyalty mediated by customer satisfaction. Keywords: Customer Relationship Management, Customer Bonding, Customer Loyalty and Customer Satisfaction