Authors :
Hendra Soemanto; Dudi Permana
Volume/Issue :
Volume 8 - 2023, Issue 6 - June
Google Scholar :
https://bit.ly/3TmGbDi
Scribd :
https://tinyurl.com/yc3b63a5
DOI :
https://doi.org/10.5281/zenodo.8146830
Abstract :
This paper offers a framework for
investigating the correlation between corporate image,
service quality, customer relationship management
(CRM), and customer satisfaction. Furthermore, it also
aims to demonstrate the importance of CRM to improve
an organization’s image and the quality of services
provided to achieve customer satisfaction. The
conceptual framework was tested at Soekarno-Hatta
International Airport in Jakarta, Indonesia with data
collected from 235 customers using the service. The
hypothesized relationships between variables were
analyzed using a structural equation model. The results
of this research show that there is a positive significant
indirect (partially mediated) effect of corporate image
and service quality on customer satisfaction through
CRM. The model confirms that a credible corporate
image, providing high-quality services, and maintaining
good relationships with customers result in high
customer satisfaction.
Keywords :
Component; Formatting; Style; Styling; Insert (Keywords Corporate Image, Service Quality, Customer Relationship Management (CRM), Customer Satisfaction.
This paper offers a framework for
investigating the correlation between corporate image,
service quality, customer relationship management
(CRM), and customer satisfaction. Furthermore, it also
aims to demonstrate the importance of CRM to improve
an organization’s image and the quality of services
provided to achieve customer satisfaction. The
conceptual framework was tested at Soekarno-Hatta
International Airport in Jakarta, Indonesia with data
collected from 235 customers using the service. The
hypothesized relationships between variables were
analyzed using a structural equation model. The results
of this research show that there is a positive significant
indirect (partially mediated) effect of corporate image
and service quality on customer satisfaction through
CRM. The model confirms that a credible corporate
image, providing high-quality services, and maintaining
good relationships with customers result in high
customer satisfaction.
Keywords :
Component; Formatting; Style; Styling; Insert (Keywords Corporate Image, Service Quality, Customer Relationship Management (CRM), Customer Satisfaction.
