Electronic Theses and Dissertation

ABSTRAK

Abstrak Tesis ini diserahkan kepada Panitia Komisi Ujian untuk mendapatkan Gelar Magister Manajemen pada Fakultas Ekonomi dan Bisnis Universitas Syiah Kuala.

PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT, PRICE, DAN ACADEMIC ACHIEVEMENT TERHADAP CUSTOMER LOYALTY YANG DIMEDIASI OLEH CUSTOMER SATISFACTION PADA BIMBINGAN BELAJAR KHALIFAH BANDA ACEH

Oleh:

Aprinita Lisanul
2101202010022

Konsentrasi: Pemasaran

Pembimbing Utama : Prof. Dr. Jasman J, S.E., MBA
Pembimbing Pembantu : Dr. Ahmad Nizam, S.E., MM

Penelitian ini bertujuan untuk menguji pengaruh Pengaruh Customer Relationship Management, Price dan Academic Achievement Terhadap Customer Loyalty yang Dimediasi oleh Customer Satisfaction pada Bimbingan Belajar Khalifah Banda Aceh. Dalam penelitian ini populasi yang dimaksud yaitu seluruh orang tua/wali siswa yang sudah pernah mendaftarkan anak untuk mendapatkan tambahan belajar pada bimbingan belajar Khalifah Banda Aceh selama minimal 2 tahun pada program Reguler SD/SMP/SMA. Sampel diambil berdasarkan metode probability sampling dengan menggunakan teknik sampling simple random sampling. Jumlah sampel adalah sebanyak 200 responden. Analisis data dalam penelitian ini menggunakan metode Partial Least Square (PLS) versi 4. Hasil penelitian menunjukkan bahwa Customer Relationship Management (CRM) dan Price berpengaruh signifikan terhadap Customer Loyalty, namun Academic Achievement tidak berpengaruh signifikan terhadap Customer Loyalty. Customer Relationship Management (CRM), Price, dan Academic Achievement berpengaruh signifikan terhadap Customer Satisfaction. Customer Satisfaction tidak berpengaruh signifikan terhadap Customer Loyalty. Customer Satisfaction tidak signifikan memediasi pengaruh antara Customer Relationship Management (CRM), Price, dan Academic Achievement terhadap Customer Loyalty.

Kata Kunci: Customer Relationship Management (CRM), Price, Academic Achievement, Customer Loyalty, Customer Satisfaction
 

ABSTRACT Abstract of Thesis Submitted to The Examination Committe in partial fulfilment of the requirements for the degree of Master of Management on Economics and Business Faculty of Syiah Kuala University. THE INFLUENCE OF CUSTOMER RELATIONSHIP MANAGEMENT PRICE, AND ACADEMIC ACHIEVEMENT ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION AT KHALIFAH TUTORING CENTER BANDA ACEH By: Aprinita Lisanul 2101202010022 Specialization : Prof. Dr. Jasman J, S.E., MBA Co-Supervisor : Dr. Ahmad Nizam, S.E., MM This study aims to examine the effect of Customer Relationship Management, Price, and Academic Achievement on Customer Loyalty, with Customer Satisfaction as a mediator at the Khalifah Learning Guidance in Banda Aceh. The population in this study refers to all parents/guardians of students who have enrolled their children for extra lessons at Khalifah Learning Guidance in Banda Aceh for at least 2 years in the Regular SD/SMP/SMA program. The sample was selected using the probability sampling method with simple random sampling technique. The sample size consists of 200 respondents. Data analysis in this study used the Partial Least Square (PLS) version 4 method. The results show that Customer Relationship Management (CRM) and Price have a significant effect on Customer Loyalty, while Academic Achievement does not have a significant effect on Customer Loyalty. Customer Relationship Management (CRM), Price, and Academic Achievement significantly affect Customer Satisfaction. Customer Satisfaction does not have a significant effect on Customer Loyalty. Customer Satisfaction does not significantly mediate the effect of Customer Relationship Management (CRM), Price, and Academic Achievement on Customer Loyalty. Keywords: Customer Relationship Management (CRM), Price, Academic Achievement, Customer Loyalty, Customer Satisfaction