Proceedings of the 2nd Annual Conference on blended learning, educational technology and Innovation (ACBLETI 2020)

The Influence of Customer Relationship Management (CRM) on Customer Trust and Loyalty in PT Amartha Sejahtera

Authors
Finny Redjeki
Corresponding Author
Finny Redjeki
Available Online 17 June 2021.
DOI
10.2991/assehr.k.210615.029How to use a DOI?
Keywords
Customer Relationship Management, Customer Loyalty, Financial Bond, Social Bond
Abstract

This analysis aims to examine the impact of Customer Relationship Management (CRM) on PT Amartha Sejahtera customers’ trust and loyalty both simultaneously and partially. PT Amartha Sejahtera is a company that provides and manages clean water for the area around Bandung Regency, especially in Cileunyi District, East Bandung. The research used was an associative survey method approach. Determination of data samples using an incidental sampling method. The unit of analysis is a customer who has been a regular customer for at least 3 months. The number of samples taken was as many as 150 people. Meanwhile, the analysis tool used is multiple regression. From the analysis, it can be concluded that simultaneous customer relationship management has a 49.6 percent positive and substantial impact on customer satisfaction. Meanwhile, partially the sub-variables of customer relationship management, namely financial bonds, and social bonds, see a 57.7 percent and 24.2 percent positive and substantial impact on consumer satisfaction. In contrast, customization bonds have a positive but negligible effect.

Copyright
© 2021, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Download article (PDF)

Volume Title
Proceedings of the 2nd Annual Conference on blended learning, educational technology and Innovation (ACBLETI 2020)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
17 June 2021
ISBN
978-94-6239-394-3
ISSN
2352-5398
DOI
10.2991/assehr.k.210615.029How to use a DOI?
Copyright
© 2021, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

TY  - CONF
AU  - Finny Redjeki
PY  - 2021
DA  - 2021/06/17
TI  - The Influence of Customer Relationship Management (CRM) on Customer Trust and Loyalty in PT Amartha Sejahtera
BT  - Proceedings of the 2nd Annual Conference on blended learning, educational technology and Innovation (ACBLETI 2020)
PB  - Atlantis Press
SP  - 147
EP  - 151
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.210615.029
DO  - 10.2991/assehr.k.210615.029
ID  - Redjeki2021
ER  -