The Effect of Service Quality and Customer Relationship Management (CRM) On Customer Loyalty
STIE NU Trate Gresik
Gresik University
This study aims to examine and prove the effect of Service Quality and Customer Relationship Management (CRM) on Customer Loyalty at Notary and Land Deed Making Officer (PPAT) One Ardiansyah Rohmaendise S.H., M.Kn in Lamongan. This study uses a quantitative approach with multiple linear regression analysis. The number of samples taken is 102 respondents and data collection is carried out by questionnaires to obtain data. The results of this study are that the variables of Service Quality and Customer Relationship Management simultaneously affect customer loyalty at the Notary and Land Deed Making Officer (PPAT) One Ardiansyah Rohmaendise S.H., M.Kn in Lamongan. This is evidenced by the value of Fcount (29.387) > Ftable (3.12) and the significant level of t 0.000 is smaller than alpha 0.005.
Keywords: Service Quality Customer Relationship Management (CRM)
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