Influence of the Customer Relationship Management (CRM), E-Marketing, Quality Service, and Service Innovation on Loyalty of Customers Ojek Online

20 Pages Posted: 26 Jan 2020

See all articles by Nur Hayati

Nur Hayati

State University of Jakarta, Faculty of Economics, Students

Osly Usman

State University of Jakarta - Faculty of Economics

Date Written: December 25, 2019

Abstract

Nin study aims to test models of research that has been constructed based on existing theories, with various considerations whether the model entered can be applied/implemented in further research. The total sampling used in this study was 219 respondents. Then capture The technique used in this research is purposive sampling and data technique for collecting data with a Likert scale of 5 scores/points. Data were analyzed using SPSS version 22 and Amos 23. Three of the four versions of the hypothesis is accepted and one was rejected. H1 indicates that the variable Customers Relationship Management (CRM) has a critical value ratio (CR) of 1.988> 1.96 which means the research hypothesis was approved hich means that the hypothesis is accepted. H2 indicates that the variable E-Marketing has a critical value ratio (CR) of 2.707> 1.96, which tells us the hypothesis is accepted. H3 indicates that the variable quality of service has a critical value ratio (CR) of 0.233 <1.96, which means the hypothesis is rejected. H4 indicates that the variable has a value Service Innovation critical ratio (CR) of 3.750> 1.96, which means the research hypothesis approved.

Keywords: Customer Relationship Management (CRM), E-Marketing, Quality Service, Service Innovation, Loyalty Customers

Suggested Citation

Hayati, Nur and Usman, Osly, Influence of the Customer Relationship Management (CRM), E-Marketing, Quality Service, and Service Innovation on Loyalty of Customers Ojek Online (December 25, 2019). Available at SSRN: https://ssrn.com/abstract=3509483 or http://dx.doi.org/10.2139/ssrn.3509483

Nur Hayati (Contact Author)

State University of Jakarta, Faculty of Economics, Students ( email )

Jakarta Timur, Jakarta
Indonesia

Osly Usman

State University of Jakarta - Faculty of Economics ( email )

Jakarta, ID Jakarta
Indonesia

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