标题：THE EFFECT OF CUSTOMER RELATIONSHIP MARKETING AND SERVICE QUALITY ON CUSTOMER RETENTION WITH CUSTOMER SATISFACTION AS A MEDIATING VARIABLE IN FORWARDING COMPANIES IN SURABAYA
期刊名称：IJEBD (International Journal of Entrepreneurship and Business Development)
印刷版ISSN：2597-4750
电子版ISSN：2597-4785
出版年度：2020
卷号：3
期号：4
页码：470-478
语种：English
出版社：LPPM of Narotama University Surabaya
摘要：Purpose: The aim of this study is to analyze the effect of customer relationship marketing and service quality on customer retention with customer satisfaction as a mediating variable in forwarding companies in Surabaya. Design/methodology/approach: The populations in this study are customers of forwarding companies in Surabaya and sample in this study is 100 customers. The data analysis technique used was part analysis of linear regression. Findings: The research results are: 1) There is an effect of customer relationship marketing on customer retention at Forwarding Company in Surabaya, 2) There is an effect of service quality on customer retention at Forwarding Company in Surabaya, 3) There is an effect of customer relationship marketing on customer retention with customer satisfaction as a mediating variable at Forwarding Company in Surabaya, 4) There is an effect of service quality on customer retention with customer satisfaction as mediating variables at Forwarding Company in Surabaya, 5) There is an effect of customer relationship marketing on customer satisfaction at Forwarding Company in Surabaya, 6) There is an influence of service quality on customer satisfaction at Forwarding Company in Surabaya. Practical implications: Result of this research can be used as reference in increasing customer retention with customer satisfaction.
