(E-SKRIPSI) The Antecedent of Customer Relationship Management and it's impact on Customer Retention on the Hospitality Industry in Lampung Province: A SEM Approach

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The purpose of this research is to determine the influence of Customer
Relationship Management to Service Quality and it's impact to Customer Retention
and Customer Satisfaction on Hospitality Industry in Lampung Province.
Tourist retention in Lampung Province is still low, has not been fully
exposed, low quality of facilities and infrastructure, communication and technology
system privision Lampung Province to tourists has not been effective, the tourism
experience provided by Lampung Province is less influential on tourist behavior.
The problem in this research is "Does customer relationship management
affect to service quality ?, does customer relationship management affect customer
customer service, does customer relationship management affect customer
retention ?, does service quality affect to customer retention ?, does service quality
affect customer satisfaction, does customer satisfaction affect customer retention?
"
This type of research is quantitative research based on SEM analysis
method and LISREL 8.80 software.
Based on the results of analysis and discussion, then obtained the following
conclusions and suggestions that Customer Relationship Management has a
v
positive and significant impact on Service Quality, Customer Relationship
Management has a positive and significant impact on Customer Satisfaction,
Customer Relationship Management has a positive and significant impact on
Customer Retention, Service Quality has a positive and significant impact on
Customer Retention, Service Quality has a positive and significant impact on
Customer Satisfaction, Customer Satisfaction has a positive and significant impact
on Customer Retention.
The Government of Lampung Province needs to train people to be more
friendly in welcoming local tourist and foreign tourists, always pay attention to all
lodging in Lampung, create more souvenirs typical of Lampung that will make
tourists interested to buy as souvenirs and must develop the management system in
order to always follow the global changes that occur either technology,
communication, trend, etc.
Keywords: Customer Relationship Management, Service Quality, Customer
Satisfaction, Customer Retention, Hospitality Indusrty.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

REF 658 EVE t

Penerbit

Universitas Bandar Lampung : Fakultas Ekonomi UBL., 2018

Deskripsi Fisik

134 hlm

Bahasa

English

ISBN/ISSN

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Klasifikasi

658

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

-

Subjek

FEB. M

Info Detail Spesifik

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Pernyataan Tanggungjawab

Dr. Andala Rama Putra Barusman, SE., MA., Ec.

Versi lain/terkait

Lampiran Berkas

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