@misc{eprints10115,
           month = {April},
           title = {PENGARUH CUSTOMER RELATIONSHIP
MANAGEMENT TERHADAP LOYALITAS PELANGGAN
(Studi pada Pelanggan PT. Astra International Tbk-Toyota
AUTO 2000 di Bandar Lampung)},
          author = {1016051002 Desi Anggraini},
         address = {Universitas Lampung},
       publisher = {Fakultas Ilmu Sosial dan Ilmu Politik},
            year = {2015},
             url = {http://digilib.unila.ac.id/10115/},
        abstract = {PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
TERHADAP LOYALITAS PELANGGAN (Studi Pada Pelanggan PT. Astra
International Tbk-Toyota AUTO 2000 di Bandar Lampung)
Desi Anggraini
Jurusan Administrasi Bisnis, Fakultas Ilmu Sosial dan Ilmu Politik
Universitas Lampung
Penelitian ini bertujuan untuk mengetahui seberapa besar pengaruh variabel
teknologi, karyawan, proses dan pengetahuan dan pemahaman secara parsial terhadap
loyalitas pelanggan PT. Astra International Tbk-Toyota AUTO 2000 dan yang kedua
untuk mengetahui seberapa besar pengaruh variabel teknologi, karyawan, proses dan
pengetahuan dan pemahaman secara simultan terhadap loyalitas pelanggan PT. Astra
International Tbk-Toyota AUTO 2000.
Jenis penelitian yang digunakan adalah eksplanatif. Populasi penelitian ini adalah
pelanggan PT. Astra International Tbk-Toyota AUTO 2000 Raden Intan Bandar
Lampung. Customer Relationship Management (CRM) diimplementasikan dalam
empat faktor kunci yaitu teknologi (X1), karyawan (X2), proses (X3) dan
pengetahuan dan pemahaman (X4). Perusahaan yang menerapkan strategi CRM ini
adalah AUTO 2000 Raden Intan Bandar Lampung. Setelah dilakukan tinjauan
pustaka dan penyusunan hipotesis, data dikumpulkan melalui metode kuesioner yang
disebarkan kepada 97 orang responden. Teknik pengolahan data analisis regresi linear
berganda menggunakan SPSS 16.0. Berdasarkan hasil perhitungan dan pembahasan
uji t dapat disimpulkan bahwa variabel karyawan dan pengetahuan dan pemahaman
berpengaruh signifikan terhadap loyalitas pelanggan. Pada variabel teknologi dan
proses tidak berpengaruh signifikan terhadap loyalitas pelanggan. Berdasarkan hasil
uji f yang telah dilakukan, di peroleh nilai f tabel sebesar 3,960 dan f hitung sebesar
5,078, maka f hitung {\ensuremath{>}} f tabel yang artinya bahwa ada pengaruh secara simultan
antara teknologi (X1), karyawan (X2), proses (X3) dan pengetahuan dan pemahaman
(X4) terhadap loyalitas pelanggan AUTO 2000 Raden Intan Bandar Lampung.
Kata kunci : Customer Relationship Management (CRM), loyalitas pelanggan
CUSTOMER RELATIONSHIP MANAGEMENT (CRM) EFFECT TOWARDS
CUSTOMER?S LOYALTY (a Study of Consumer of PT. Astra International Tbk-
Toyota AUTO 2000)
Desi Anggraini
Department of Business Administration, Faculty of Social and Political Sciences
University of Lampung
Abstrak: Purpose of this research is to find out how big 4 main factors effect as
simultaneous customer?s loyalty to the company. And the second one is to find out
how big 4 main factors effect as partial customer?s loyalty to the company.
Research type that is used is explanative research. Population of this type of research
is the customer of PT. Astra International Tbk-Toyota AUTO 2000 Raden Intan
Bandar Lampung. Customer Relationsip Management (CRM) to implement the
strategy, needs 4 main factors, technology, employees, process and knowledge and
insight. One of companies that is using this CRM strategy is AUTO 2000 Raden Intan
Bandar Lampung. After a literature review and hypothesis formulation, data were
collected through questionnaires distributed method to 97 respondents. The analysis
technique used in this research is a double linear analysis using SPSS 16.0. Based on
the calculation and discussion t test can be concluded that the variabel of eployess
and their knowledge and insight of significant effect on customer loyalty. The
technology and process variables had no significant effect on customer loyalty. Based
on test results f that has been done, the value of 3,960 f tabel and f count of 5,078,
then f count {\ensuremath{>}} f tabel, which means that there is a simultaneous influence of
technology, people, processes and knowledge and insight of customer loyalty AUTO
2000 Raden Intan Bandar Lampung.
Keywords : Customer Relationship Management (CRM), customer loyalty}
}