EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM), CUSTOMER VALUE, PERCEIVED ONLINE CONVENIENCE AND CUSTOMER SATISFACTION ON SHOPEE CUSTOMER LOYALTY (A CASE STUDY IN SURABAYA, EAST JAVA, INDONESIA)

ABDULRAHMAN JAMAL ABDULRAHMAN BAABBAD, 01218186 (2022) EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM), CUSTOMER VALUE, PERCEIVED ONLINE CONVENIENCE AND CUSTOMER SATISFACTION ON SHOPEE CUSTOMER LOYALTY (A CASE STUDY IN SURABAYA, EAST JAVA, INDONESIA). Undergraduate thesis, Universitas Narotama.

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Abstract

The study aims to analyze the influence of Customer Relationship Management (CRM), Customer Value, Perceived Online Convenience, and Customer Satisfaction towards Customer Loyalty on Shopee in Surabaya City. This is explanatory research using questionnaires. The population in this study is customers in Surabaya city who make purchases through Shopee. Samples of 100 customers are chosen by purposive sampling method. The method analysis used in this study is multiple regression analysis with SPSS 21 software, which was employed as a data management strategy. Research findings revealed that each of the following variables: Customer Relationship Management (CRM), Customer Value, Perceived Online Convenience, and Customer Satisfaction have a significant positive effect on Customer Loyalty. Additionally, it has been proven that Customer Relationship Management (CRM), Customer Value, Perceived Online Convenience, and Customer Satisfaction simultaneously have a significant positive effect on Customer Loyalty. Keywords: Customer Relationship Management, CRM, Customer Value, Perceived Online Convenience, Customer Satisfaction, Customer Loyalty, Shopee

Item Type:	Thesis (Undergraduate)
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HF Commerce
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	Repository Administrator
Date Deposited:	17 Apr 2023 03:10
Last Modified:	17 Apr 2023 03:10
URI:	http://repository.narotama.ac.id/id/eprint/1510

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