PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN PADA BUSINESS GOVERNMENT AND ENTERPRISE SERVICE (BGES) PT. TELKOM WITEL SULTRA

Octavia, Anna Stasia; Patwayati, Patwayati; Rommy, Nursaban

doi:10.33772/jumbo.v3i1.7211

Journal

PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN PADA BUSINESS GOVERNMENT AND ENTERPRISE SERVICE (BGES) PT. TELKOM WITEL SULTRA

Jurnal Manajemen, Bisnis dan Organisasi (JUMBO) · Vol. 3 No. 1 (2019) · pp. 01–10

DOI: 10.33772/jumbo.v3i1.7211
ISSN: 2502-4175
Published: 2019-06-24
Publisher: Pascasarjana Universitas Halu Oleo
Language: eng

Abstract

This research is aimed to determine and analyze the Effect of Customer Relationship Management (CRM) and Service Quality on Customer Loyalty through Customer Satisfaction in Business Government and Enterprise Service (BGES) of PT. Telkom Witel in Southeast Sulawesi, by applying SEM analysis. One of the benefits expected is that this research can be implemented as a data resource by PT. Telkom Witel of Southeast Sulawesi. Based on the results obtained from research and discussion, it can be concluded as follows: Customer relationship management (CRM) has a positive and significant effect on customer satisfaction at PT Telkom Witel of Southeast Sulawesi; Service quality has a positive and significant effect on customer satisfactionat PT Telkom Witel of Southeast Sulawesi; Customer relationship management (CRM) has a positive and significant effect on customer loyalty at PT Telkom Witel of Southeast Sulawesi; Service quality has a positive and significant effect on customer loyalty at PT Telkom Witel of Southeast Sulawesi; Customer satisfaction has a positive and significant effect on customer loyalty at PT Telkom Witel of Southeast Sulawesi;Customer relationship management (CRM) has a positive and significant effect on customer loyalty through customer satisfaction at PT Telkom Witel of Southeast Sulawesi; Service quality has a positive and significant effect on customer loyalty through customer satisfaction at PT Telkom Witel of Southeast Sulawesi.Keywords: CRM, Service Quality, Customer Satisfaction and Customer Loyalty

Collaboration network of the authors

29 authors · 83 co-authorship links

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Universitas Halu Oleo
Affiliation unknown

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Co-author	Organisation	Joint articles
Nasrul Nasrul	Affiliation unknown	4
Juharsah Juharsah	Affiliation unknown	3
Hartini Hartini	Affiliation unknown	2
Noval Nur	Affiliation unknown	2
Hasanuddin Bua	Affiliation unknown	2
Endro Sukotjo	Affiliation unknown	2
Sulan Junawar	Affiliation unknown	2
Harmi Harmi	Affiliation unknown	1
Nurwiah Bahrin	Affiliation unknown	1
Noval Monali	Affiliation unknown	1
Aninna Mulyawati Baridin	Affiliation unknown	1
Yelnovatri Patandianan	Affiliation unknown	1
Hayat Yusuf	Affiliation unknown	1
La Ode Azaluddin Siga	Affiliation unknown	1
Alida Palilati	Affiliation unknown	1
Muhrim Muhrim	Affiliation unknown	1
Samdin Samdin	Affiliation unknown	1
La Hatani	Affiliation unknown	1
Wahyuniati Hamid	Affiliation unknown	1
La Ode Asfahyadin Aliddin	Affiliation unknown	1
Asniati Asniati	Universitas Halu Oleo	1
Raifudin Raifudin	Affiliation unknown	1
Kandrio Kandrio	Affiliation unknown	1
Nursaban Rommy Suleman	Affiliation unknown	1
Hasmawati Hasmawati	Affiliation unknown	1
Eliyanti Agus Mokodompit	Affiliation unknown	1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://ojs.uho.ac.id/index.php/JUMBO/oai, first harvested 31 Oct 2026, last seen 1 Nov 2026.

Original metadata (oai_dc)

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	<dc:title xml:lang="en-US">PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN PADA BUSINESS GOVERNMENT AND ENTERPRISE SERVICE (BGES) PT. TELKOM WITEL SULTRA</dc:title>
	<dc:creator>Octavia, Anna Stasia</dc:creator>
	<dc:creator>Patwayati, Patwayati</dc:creator>
	<dc:creator>Rommy, Nursaban</dc:creator>
	<dc:description xml:lang="en-US">This research is aimed to determine and analyze the Effect of Customer Relationship Management (CRM) and Service Quality on Customer Loyalty through Customer Satisfaction in Business Government and Enterprise Service (BGES) of PT. Telkom Witel in Southeast Sulawesi, by applying SEM analysis. One of the benefits expected is that this research can be implemented as a data resource by PT. Telkom Witel of Southeast Sulawesi. Based on the results obtained from research and discussion, it can be concluded as follows: Customer relationship management (CRM) has a positive and significant effect on customer satisfaction at PT Telkom Witel of Southeast Sulawesi; Service quality has a positive and significant effect on customer satisfactionat PT Telkom Witel of Southeast Sulawesi; Customer relationship management (CRM) has a positive and significant effect on customer loyalty at PT Telkom Witel of Southeast Sulawesi; Service quality has a positive and significant effect on customer loyalty at PT Telkom Witel of Southeast Sulawesi; Customer satisfaction has a positive and significant effect on customer loyalty at PT Telkom Witel of Southeast Sulawesi;Customer relationship management (CRM) has a positive and significant effect on customer loyalty through customer satisfaction at PT Telkom Witel of Southeast Sulawesi; Service quality has a positive and significant effect on customer loyalty through customer satisfaction at PT Telkom Witel of Southeast Sulawesi.Keywords: CRM, Service Quality, Customer Satisfaction and Customer  Loyalty </dc:description>
	<dc:publisher xml:lang="en-US">Pascasarjana Universitas Halu Oleo</dc:publisher>
	<dc:contributor xml:lang="en-US"></dc:contributor>
	<dc:date>2019-06-24</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://ojs.uho.ac.id/index.php/JUMBO/article/view/7211</dc:identifier>
	<dc:identifier>10.33772/jumbo.v3i1.7211</dc:identifier>
	<dc:source xml:lang="en-US">Jurnal Manajemen, Bisnis dan Organisasi (JUMBO); Vol 3, No 1 (2019): Jurnal Jumbo Vol 3 No 1; 01-10</dc:source>
	<dc:source>2502-4175</dc:source>
	<dc:source>10.33772/jumbo.v3i1</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://ojs.uho.ac.id/index.php/JUMBO/article/view/7211/pdf</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2019 Jurnal Manajemen, Bisnis dan Organisasi (JUMBO)</dc:rights>
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