The Influence of Customer Relationship Management (CRM) and Service Quality on Customer Loyalty Mediated by Customer Satisfaction at Bening's Clinic Padang Beauty Clinic
DOI:
https://doi.org/10.55606/ijemr.v4i1.312Keywords:
Customer Relationship Management, Service Quality, Customer Loyalty, Customer SatisfactionAbstract
Bening's Clinic is a company in the field of beauty and health services that has experienced rapid growth since its establishment in Jambi in 2017, including opening a branch in Padang. This study aims to analyze the influence of Customer Relationship Management (CRM) and Service Quality on Customer Loyalty, as well as the role of Customer Satisfaction as a mediating variable at Bening's Clinic Padang. The method used is a quantitative approach with survey techniques on customers who have used clinic services. The results of the study show that CRM and Service Quality do not have a significant direct effect on Customer Loyalty. However, both have a positive and significant influence on Customer Satisfaction. Furthermore, Customer Satisfaction has been proven to have a significant effect on Customer Loyalty and is able to mediate the influence of CRM and Service Quality on Customer Loyalty. These findings affirm the importance of the role of customer satisfaction as a bridge to increase customer loyalty through relationship management and service quality. In conclusion, the strategy to increase customer loyalty at Bening's Clinic Padang will be more effective if it is focused on increasing customer satisfaction first through strengthening CRM and improving service quality.
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