Pengaruh Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan Pada Apotek Mega Mulia
DOI:
https://doi.org/10.30865/jurikom.v8i6.3682Keywords:
CRM, Customer Loyalty, Quantitative Descriptive, Pharmacy StrategyAbstract
In order to increase consumers, the pharmacy strategy is to provide services that match their needs and protect good ties with customers so that customer loyalty will be formed. To analyze the influence of aspects of customer identification, customer differentiation, budget interaction, and customization on customer loyalty at Apotek Mega Mulia is the aim of this research. Quantitative description with survey approach is the type of research in this research. The non-random method with accidental sampling was chosen by the researcher as a method of collecting information. Multiple liner is the analysis used. Based on the results of the information analysis, the data obtained by the value of Fcount 17.084 > Ftable 2.45. This shows that customer loyalty is significantly influenced by all factors. Of these four aspects, the calculated value for the customer differentiation aspect is 3,213 which is very large compared to the calculated value for the customer identification aspect of 2,283, customer interaction is 2,765, and customization is 2,226. The conclusion is that the aspects of Customer Relationship Management (CRM) are customer identification, customer differentiation, customer interaction, customization which together have a significant impact on customer loyalty at Mega Mulia pharmacies
References
Ali Sugito, F., Santoso Putra, G., Yustiawan, R., & Ma, B. (2020). Kobexindo Equipment Di Surabaya. 17(1).
Andreano Henggrawan, Anak Agung Putu Agung, N.P.N.A. (2020). Pengaruh Kualitas Pelayanan, Diskon, Customer Relationship Management (Crm) Terhadap Loyalitas Konsumen Pada P.T. Ramayana Lestari Sentosa Tbk. Denpasar. 43–66.
Aryfin, A. A., Siahaan, M., & Informasi, S. (2021). Terhadap Kebijakan Deviden Dengan Ownership Institutional Sebagai Variabel Kontrol Pada Perusahaan Food And Deverage. 1(2), 1–11.
Attas, A. (2019). Penerapan Customer Relationship Management (Crm) Terhadap Loyalitas Pelanggan (studi kasus bank BNI cabang palopo). Jurnal Manajemen STIE Muhammadiyah Palopo, 4(1), 1–4. https://doi.org/10.35906/jm001.v4i1.296
Badawy, S. Z. A., Cittadino, R., & Marshall, L. (2018). Testosterone:testosterone estradiol binding globulin ratio in evaluating hirsute women. International Journal of Fertility, 27(3), 166–170. https://doi.org/10.25126/jtiik.201852555
Chairudin, A., & Sari, S. R. (2021). Oikonomia : Jurnal Manajemen Model Hubungan Citra Merek dan Minat Beli Ulang : Peran Kepuasan Pelanggan dan Kesetiaan Pelanggan.
Damayanti, A. Y. R. (2018). Pengaruh Customer Relationship Management (Crm) Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Intervening Pt. Nasmoco Abadi Motor Karanganyar. 1–12.
Dedek Kurniawan Gultom, Muhammad Arif, & Muhammad Fahmi. (2020). Determinasi Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Melalui Kepercayaan. Maneggio: Jurnal Ilmiah Magister Manajemen, 3(2), 171–180. https://doi.org/10.30596/maneggio.v3i2.5290
Fardhani, K. F., Rachmawati, I., & Prabowo, F. S. (2016). Pengaruh Customer Relationship Management ( Crm ) Terhadap Loyalitas Pelanggan English First Samarinda the Effect of Customer Relationship Management ( Crm ) on Customer ’ S Loyalty of English First Samarinda. E-Proceeding of Management, 3(2), 986–989.
Gamaliel Santoso Putra, Fefe Ali Sugito, Rachman Yustiawan, & Buana Ma’ruf. (2020). Pengaruh Kualitas Produk Dan Kualitas Layanan Terhadap Kepuasan Pelanggan Produk Jungheirich Pada Customer Pt. Kobexindo Equipment Di Surabaya.
Holland, H. (2016). Customer Relationship Management. Dialogmarketing, 2(1), 283–313. https://doi.org/10.15358/9783800653140-283
Handayani, D. I. (2013). Peran Customer Relationship Management dalam Rantai Pasok. 3(2), 13–23.
Holland, H. (2016). Customer Relationship Management. Dialogmarketing, 2(1), 283–313. https://doi.org/10.15358/9783800653140-283
Ilmu, J., Jisip, P., Dionysius, W., Randy, M., A, R. H. N., Dionysius, W., & Randy, M. (2021). Pengaruh Kualitas Pelayanan Dan Citra Merek Terhadap Loyalitas Pelanggan Produk Indihome Di Kota Surabaya Corresponding Author : 5(4), 1637–1646. https://doi.org/10.36312/jisip.v5i4.2591/http
Iskandar, D. (2021). Analisis Keputusan Menginap Konsumen Berbasis Bauran Pemasaran ( Marketing Mix ) : Studi pada Garuda Plaza Hotel Medan Dalam Masa Pandemi Covid-19. 2(1), 387–401.
Joyendri, A. (2017). Strategi Customer Relationship Management Untuk Meningkatkan Loyalitas Pelanggan Dan Volume Penjualan Menggunakan Teknik Clustering K-Means. Telematika, 14(2), 75. https://doi.org/10.31315/telematika.v14i2.2094
Krisnawati, M. (2019). Pengaruh Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan di Apotek Panji Farma. Jurnal Kesehatan Madani Medika, 10(1), 40–47.
Maulana, W., & PRAMITAPUTRI, D. L. (2018). Pengaruh Customer Relationship Management (Crm) Terhadap Loyalitas Pelanggan Xl Axiata Sampang. Makro: Jurnal Manajemen Dan Kewirausahaan, 3(2), 225–238. https://doi.org/10.36467/makro.2018.03.02.07
Maulidina, L. L., & Sanaji. (2020). Peran Mediasi Kepuasan Pelanggan pada Pengaruh Keterikatan Emosi terhadap Loyalitas Pelanggan Rolag Kopi Kayoon Surabaya. Jurnal Ilmu Manajemen, 8(4), 1362–1371. https://journal.unesa.ac.id/index.php/jim/article/view/9517
Mirsya, S., & Nasution, A. (2021). Pengaruh Kualitas Pelayanan Faktor Emosional Biaya Dan Kemudahan Terhadap Kepuasan Konsumen Pada Pengguna Aplikasi Jasa Gojek Di Medan. 2(1), 142–155.
Pertiwi Siregar, D. N., Cahyani, W., & Chaniago, A. U. (2020). Pengaruh Customer Relationship Management (Crm) Terhadap Loyalitas Pengguna Irian Card (I-Card) Pada Irian Dept Store & Supermarket Medan Marelan. Jurnal SAINTIKOM (Jurnal Sains Manajemen Informatika Dan Komputer), 19(1), 17. https://doi.org/10.53513/jis.v19i1.221
Putra, Y. E., Yunus, M., & Sulaiman. (2017). Pengaruh Customer Relationship Management Terhadap Kepuasan Nasabah Dan Dampaknya Terhadap Loyalitas Nasabah Pt. Bank Rakyat Indonesia. Jurnal Manajemen Dan Inovasi, 8(2), 70–83.
Putri, S. B., & Trenggana, A. F. M. (2020). Pengaruh Customer Relationship Manaement ( Crm ) Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Watsons Di Bandung Impact of Customer Relationship Management ( Crm ) on Customer Loyality Through Customer Satisfaction Watsons in. 7(1), 1258–1264.
Putri, Y. M., Utomo, H., & Mar’ati, F. S. (2021). Pengaruh Kualitas Pelayanan, Lokasi, Harga Dan Digital Marketing Terhadap Loyalitas Konsumen Di Grand Wahid Hotel Salatiga. Among Makarti, 14(1), 93–108. https://doi.org/10.52353/ama.v14i1.206
Rahayu Ginanjar, Renaldi Faiza, R. U. F. (2018). Pembangunan Customer Relationship Management ( CRM ) pada PT. Sanbe Farma. 9, 208–213. https://www.publikasiilmiah.unwahas.ac.id/index.php/PROSIDING_SNST_FT/article/view/2401/2387
Ray, E. L., Wirya, I. N., & Khrisinta, E. (2020). Analisis Pengaruh Customer Experience Terhadap Loyalitas Pelanggan ( Studi Kasus Pada Pelanggan Restoran Hokben ) ( Case Study on Hokben Restaurant Customers). 13–20.
Rohwiyati, R., & Praptiestrini, P. (2020). Peran Perceived Value Dalam Memoderasi Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Kuliner Kota Barat Solo. Jurnal Riset Ekonomi Manajemen (REKOMEN), 4(1), 24–33. https://doi.org/10.31002/rn.v4i1.2076
Rorong, M. R. I., Tielung, M. V. J., Sam, U., & Manado, R. (2020). Pengaruh Customer Relationship Management, Kualitas Pelayanan Dan Keunggulan Bersaing Terhadap Loyalitas Nasabah Pada Bank Sulut Go Cabang Uatama. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 8(2). https://doi.org/10.35794/emba.v8i2.28381
Riyono Riyono, Hesti Ristanto, & Yuli Anisah Fitriyani. (2021). Pengaruh Kualitas Pelayanan Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Swalayan Aneka Jaya BOJA. Stability: Journal of Management and Business, 4(1), 66–76. https://doi.org/10.26877/sta.v4i1.8842
Rully Mujiastuti, R. D. H. (2014). aplikasi customer relationship management (crm) dengan metode framework of dynamic crm.
Setyaleksana, B., Suharyono, S., & Yulianto, E. (2017). Pengaruh Customer Relationship Management (Crm) Terhadap Kepuasan Dan Loyalitas Pelanggan (Survei pada Pelanggan GraPARI Telkomsel di Kota Malang). Jurnal Administrasi Bisnis S1 Universitas Brawijaya, 46(1), 45–51.
Siregar, M. (2021). Hubungan Antara Kepercayaan Pelanggan Dengan Loyalitas Pelanggan Terhadap Online Shop.Jurnal Penelitian Pendidikan, Psikologi Dan Kesehatan, 2(1), 83–88.
Sitohang, N. (2019). Penerapan Customer Relationship Management Pada Sistem Informasi Penjualan (Studi Kasus Lavas Kopi Kisaran).Ready Star -2, 2(1), 224–234. https://ptki.ac.id/jurnal/index.php/readystar/article/view/60
Tibrani, Dini Anggraini, F. C. T. (2018). Pengaruh Customer Relationship Management, Nilai Nasabah, Kepercayaan Nasabah Dan Kualitas Pelayanan Terhadap Loyalitas Nasabah Pada Pt Bank Bukopin Cabang Batam. 1–12.
Tirtayasa, S., Lubis, A. P., & Khair, H. (2021). Keputusan Pembelian : Sebagai Variabel Mediasi Hubungan Kualitas Produk Dan Kepercayaan Terhadap Kepuasan Konsumen. Jurnal Inspirasi Bisnis Dan Manajemen, 5(1), 67–86. http://jurnal.unswagati.ac.id/index.php/jibm
Wardana, R. R., Studi, P., Industri, T., Teknik, F., & Surakarta, U. M. (2021). Kualitas Pelayanan Apotek Avicenna Farma Tawangmangu Menggunakan Konsep Service Quality ( Servqual ) Dan Importance Performance Analysis ( Ipa ).
Wicaksono, S., & Kusuma, L. (2021). Kualitas Pelayanan dan Harga Terhadap Kepuasan Pelanggan OTO Car Pendahuluan Metode. 5(April), 19–27.
Wildyaksanjani, J. P., & Sugiana, D. (2018). Strategi Customer Relationship Management (CRM) PT Angkasa Pura II (Persero). Jurnal Kajian Komunikasi, 6(1), 10. https://doi.org/10.24198/jkk.v6i1.8754
Woran Nita, Tumbel Altje, R. P. Van. (2016). Pengaruh Customer Relationship Marketing, Nilai, Keunggulan Produk dan Kepuasan terhadap Loyalitas Nasabah (Studi pada Bank Mega Jl. Piere Tendean Mega Mall Manado). Jurnal Berkala Ilmiah Efisiensi, Vol 16, No(01), 771–782.
Yahya W, Y. (2015). Penerapan CRM (Customer Relationship Management) Pada Perusahaan Dagang. Penjualan Motor, 1(Bisnis Intelejen), 1–14.
Zahro, N. U., & Prabawani, B. (2018). Pengaruh Customer Relationship Management Terhadap Loyalitas Pelanggan TV Kabel di Kecamatan Tembalang Melalui Kepuasan Pelanggan Sebagai Variabel Intervening (Studi Pada PT. MNC Sky Vision-Indovision Semarang). Jurnal Administrasi Bisnis, 7(1), 10. https://doi.org/10.14710/jab.v7i1.22569
Zeithaml, Valarie A, (l990) Consumer Perceptions of Price, Quality and Value : A Means End Model and Synthesis Of Evidence, Journal Of Marketing, Vol 52.
