Since 2014
THE INFLUENCE OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) ON CUSTOMER LOYALTY IN JW MARRIOTT HOTEL SURABAYA
Journal of Management and Entrepreneurship
View Archive Info| Field | Value | |
| Title |
THE INFLUENCE OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) ON CUSTOMER LOYALTY IN JW MARRIOTT HOTEL SURABAYA
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| Creator |
Andreani, Fransisca
Sumargo, Yesslyn Lie, Chen |
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| Subject |
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CRM, Customer Loyalty JW Marriott Hotel |
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| Description |
Customer Relationship Management (CRM) is one of strategies to retain customers. By maintaining the relationship with customers, hopefully they will be loyal to companies. The objective of this study is to determine the influence of CRM on customer loyalty in JW Marriott Hotel, Surabaya using multiple linear regression analysis. The results of this study show that CRM, including financial benefits, social benefits and structural ties have positive effects significantly on customer loyalty in JW Marriott Hotel Surabaya. The most dominant factor influencing customer loyalty in JW Marriott Hotel, Surabaya is the structural ties.
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| Publisher |
Institute of Research and Community Outreach - Petra Christian University
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| Contributor |
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| Date |
2013-01-04
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| Type |
info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion — |
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| Format |
application/pdf
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| Identifier |
http://jurnalmanajemen.petra.ac.id/index.php/man/article/view/18558
10.9744/jmk.14.2.156-163 |
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| Source |
Jurnal Manajemen dan Kewirausahaan; Vol 14, No 2 (2012): SEPTEMBER 2012; 156-163
1411-1438 |
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| Language |
eng
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| Relation |
http://jurnalmanajemen.petra.ac.id/index.php/man/article/view/18558/18337
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| Coverage |
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