IDEAS home Printed from https://ideas.repec.org/a/src/jbsree/v8y2022i3p659-668.html
   My bibliography  Save this article

Influence of Customer Relation Management, Service Quality on Customer Trust

Author

Listed:
  • Yunaz, Haswan
  • Suryasaputra, Ruswiati
  • Muliyati, Muliyati

Abstract

Objective: Technological developments and increasing living standards make people aware of the importance of a service. The development of Small and Medium Industries is closely related to the Ministry of Industry, especially business licenses. The Ministry of Industry as a public service should always improve the services provided to the community. This research was carried out in Small and Medium Industries as users of the Ministry of Industry's Public Center Service Unit.The purpose of the study is to determine the effect of customer relationship management, service quality and trust in Small and Medium Industries partially, simultaneously and its implications on customer trust in the Central Public Service Unit of the Ministry of Industry.Methodology: The problem is formulated in 3 hypotheses and tested by Structural Equation Modeling (LISREL 8.30) with 350 respondents. Findings: It is concluded that Hypothesis one (H1) Customer Relationship Management has a positive effect on customer trust, has a value of t>2 (3.57> 2). The influence of Customer Relationship Management &on customer trust is 0.39. The second hypothesis (H2) Service Quality has a positive and significant effect on customer trust, the value of t>2 (2.32>2) and if service quality is improved, customer trust in the Ministry's Central Public Service Unit will increase by 22%.& The third hypothesis (H3) Customer Relationship Management (CRM) and Service Quality simultaneously have a positive and significant effect on customer trust, the value of t > 2 (7.12> 2) and the magnitude of the effect is 0.71. &Implications: The Central Public Service Unit of the Ministry of Industry should provide maximum service so that consumers become loyal customers.

Suggested Citation

  • Yunaz, Haswan & Suryasaputra, Ruswiati & Muliyati, Muliyati, 2022. "Influence of Customer Relation Management, Service Quality on Customer Trust," Journal of Business and Social Review in Emerging Economies, CSRC Publishing, Center for Sustainability Research and Consultancy Pakistan, vol. 8(3), pages 659-668, September.
    • Handle: RePEc:src:jbsree:v:8:y:2022:i:3:p:659-668
    DOI: http://doi.org/10.26710/jbsee.v8i3.2434
    as

    Download full text from publisher

    File URL: https://publishing.globalcsrc.org/ojs/index.php/jbsee/article/view/2434/1505
    Download Restriction: no
    File URL: https://libkey.io/http://doi.org/10.26710/jbsee.v8i3.2434?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:src:jbsree:v:8:y:2022:i:3:p:659-668. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Prof. Dr. Ghulam Shabir (email available below). General contact details of provider: https://edirc.repec.org/data/csrcmpk.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.