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Importance of Customer Relationship Management in Customer Loyalty (Brangkal Offset of East Java, Indonesia)

Author

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  • Chamdan Purnama

    (President School of Economics, Al-Anwar Mojokerto, Indonesia)

Abstract

This study examines the importance of customer relationship management to increase customer loyalty. Study uses two years’ data on 71 customer (respondents)of Brangkal Offset chosen on the basis of random sampling technique. Results of this investigation indicate that important aspects of customer relationship management those are people, process and technology both partially and simultaneously have an impact on the increase of customer loyalty.

Suggested Citation

  • Chamdan Purnama, 2015. "Importance of Customer Relationship Management in Customer Loyalty (Brangkal Offset of East Java, Indonesia)," Journal of International Business Research and Marketing, Inovatus Services Ltd., vol. 1(1), pages 28-34, November.
    • Handle: RePEc:mgs:jibrme:v:1:y:2015:i:1:p:28-34
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    More about this item

    Keywords

    Customer relationship management; Customer loyalty; Indonesia;
    All these keywords.

    JEL classification:

    • M00 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General - - - General

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