?url_ver=Z39.88-2004&rft_id=1911011056&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Adc&rft.title=PENGARUH+CUSTOMER+RELATIONSHIP+MANAGEMENT+(CRM)+TERHADAP+CUSTOMER+RETENTION%0D%0A(Studi+Pada+Pelanggan+Starbucks+Coffee+di+Bandar+Lampung)&rft.creator=VALENCIA+%2C+RUSLI&rft.subject=330+Ekonomi&rft.description=Kepuasan+terhadap+suatu+produk+dapat+tergambarkan+dari+sikap+konsumen+yang+ingin+mendatangi+kembali+gerai+atau+toko+tempat+membeli+produk%2Fjasa+tersebut+(customer+retention).+Customer+retention+yang+dilakukan+konsumen+Starbucks+Bandar+Lampung+pada+penelitian+ini+diduga+dipengaruhi+oleh+Customer+Relationship+Marketing+(CRM)+yang+terdiri+dari+financial+bonding%2C+social+bonding%2C+customizations+bonding%2C+dan+structural+bonding.+Keaktifan+membership+pada+tiga+gerai+Starbucks+di+Bandar+Lampung+tidak+melebihi+50%25+artinya+terjadi+ketidakefektifan+sistem+membership+di+Starbucks+Bandar+Lampung.+Hal+ini+merupakan+salah+satu+permasalahan+yang+menjadi+pembahasan+pada+penelitian+ini.+Financial+bonding+berkaitan+dengan+ikatan+yang+digunakan+perusahaan+atau+penyedia+jasa+melalui+manfaat+ekonomi+seperti+harga%2C+diskon%2C+dan+insentif+keuangan+lainnya.+Social+bonding+merupakan+hubungan+yang+kuat+antara+pelanggan+dan+bagian+dari+perusahaan+dengan+latar+belakang+dan+kepentingan+yang+sama+dan+dengan+adanya+dukungan+material+dan+emosional.+Customization+bonding+merupakan+tahap+memberikan+kemudahan+dan+fleksibelitas+permintaan+dan+pemesanan+dalam+jumlah+tertentu%2C+serta+menerapkan+setiap+ekspektasi+dan+harapan+pelanggan.+Structural+bonding+adalah+strategi+perusahaan+yang+dapat+membentuk+pelanggan+menjadi+loyal+kepada+perusahaan.%0D%0APenelitian+ini+bertujuan+untuk+menganalisis+dan+mengetahui+pengaruh+dari+Customer+Relationship+Management+(CRM)+terhadap+customer+retention+di+Starbucks+Coffee+di+Bandar+Lampung.+Data+yang+digunakan+pada+penelitian+ini+merupakan+data+primer+yang+diperoleh+dari+pelanggan+melalui+kuesioner.+Populasi+melibatkan+orang-orang+yang+pernah+bertransaksi+di+Starbucks+Coffee+Bandar+Lampung+sebagai+customer.+Jumlah+sampel+yang+digunakan+sebanyak+150+pelanggan+ataupun+customer.+Hasil+penelitian+ins+menunjukkan+bahwa+financial+bonding+berpengaruh+terhadap+customer+retention+di+Starbucks+Bandar+Lampung%3B+Social+bonding+tidak+berpengaruh+terhadap+customer+retention+di+starbucks+Bandar+Lampung%3B+customization+bonding+berpengaruh+terhadap+customer%0D%0Aretention+di+Starbucks+Bandar+Lampung%3B+dan+structural+bonding+berpengaruh+terhadap+customer+retention+di+Starbucks+Bandar+Lampung.%0D%0A%0D%0AKata+Kunci%3A+Customization%2C+Customer+Retention%2C+Customer+Relationship+Management%2C+Financial%2C+Social%2C+Structural.%0D%0A%0D%0A%0D%0A%0D%0A%0D%0A%0D%0A%0D%0Aabstract%0D%0A%0D%0ASatisfaction+with+a+product+can+be+reflected+in+the+attitude+of+consumers+who+want+to+return+to+the+outlet+or+shop+where+they+purchased+the+product%2Fservice+(customer+retention).+Customer+retention+by+Starbucks+Bandar+Lampung+consumers+in+this+research+is+thought+to+be+influenced+by+Customer+Relationship+Marketing+(CRM)+which+consists+of+financial+bonding%2C+social+bonding%2C+customizations+bonding%2C+and+structural+bonding.+Membership+activity+at+three+Starbucks+outlets+in+Bandar+Lampung+does+not+exceed+50%25%2C+meaning+that+the+membership+system+at+Starbucks+Bandar+Lampung+is+ineffective.+This+is+one+of+the+problems+discussed+in+this+research.+Financial+bonding+relates+to+ties+used+by+companies+or+service+providers+through+economic+benefits+such+as+prices%2C+discounts+and+other+financial+incentives.+Social+bonding+is+a+strong+relationship+between+customers+and+members+of+the+company+with+the+same+background+and+interests+and+with+material+and+emotional+support.+Customization+bonding+is+the+stage+of+providing+convenience+and+flexibility+for+requests+and+orders+in+certain+quantities%2C+as+well+as+implementing+every+customer's+expectations+and+expectations.+Structural+bonding+is+a+company+strategy+that+can+make+customers+loyal+to+the+company.%0D%0AThis+study+aims+to+analyze+and+determine+the+effect+of+Customer+Relationship+Management+(CRM)+on+customer+retention+at+Starbucks+Coffee+in+Bandar+Lampung.+The+data+used+in+this+research+is+primary+data+obtained+from+pelanggants+through+questionnaires.+The+population+involves+people+who+have+made+transactions+at+Starbucks+Coffee+Bandar+Lampung+as+customers.+The+number+of+samples+used+was+150+pelanggants+or+customers.%0D%0AThe+results+of+this+research+show+that+financial+bonding+has+an+effect+on+customer+retention+at+Starbucks+Bandar+Lampung%3B+Social+bonding+has+no+effect+on+customer+retention+at+Starbucks+Bandar+Lampung%3B+customization+bonding+affects+customer+retention+at+Starbucks+Bandar+Lampung%3B+and+structural+bonding+influences+customer+retention+at+Starbucks+Bandar+Lampung.%0D%0A%0D%0AKeywords%3A+Customization%2C+Customer+Retention%2C+Customer+Relationship+Management%2C+Financial%2C+Social%2C+Structural.&rft.publisher=FAKULTAS+EKONOMI+DAN+BISNIS+&rft.date=2023-12-04&rft.type=Skripsi&rft.type=NonPeerReviewed&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F77545%2F1%2F1.%2520ABSTRAK.pdf&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F77545%2F2%2F2.%2520SKRIPSI%2520FULL.pdf&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F77545%2F3%2F3.%2520SKRIPSI%2520TANPA%2520BAB%2520PEMBAHASAN.pdf&rft.identifier=++VALENCIA+%2C+RUSLI++(2023)+PENGARUH+CUSTOMER+RELATIONSHIP+MANAGEMENT+(CRM)+TERHADAP+CUSTOMER+RETENTION+(Studi+Pada+Pelanggan+Starbucks+Coffee+di+Bandar+Lampung).++FAKULTAS+EKONOMI+DAN+BISNIS+%2C+UNIVERSITAS+LAMPUNG.+++++&rft.relation=http%3A%2F%2Fdigilib.unila.ac.id%2F77545%2F