Customer Relationship dan Kepuasan Pelanggan Dalam Membangun Loyalitas Pelanggan Produk Agent Eagle Tree Property
DOI:
https://doi.org/10.61722/jssr.v1i1.177Keywords:
Customer Relationship Management (CRM), Customer Satisfaction, Customer LoyaltyAbstract
PT. Denadi Mitra Propertindo, or better known as Eagle Tree Property, was established in 2012 in Jakarta. As a company in the property industry, Eagle Tree offers integrated solutions that facilitate clients in acquiring, selling, or managing their assets, including land plots, houses, apartments, shop-houses, and other types of properties. The results of statistical analysis show that overall, the variables of CRM, namely process, technology, and human resources, have a significant influence on customer satisfaction. However, when examining the impact of CRM on customer loyalty, only the technology variable has a significant influence, while the process and human resources variables are not significant. Customer satisfaction is also found to have a significant relationship with customer loyalty. Managerial implications and improvement suggestions for PT Eagle Tree Property have also been explained in the concluding part of this study
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