Detail Inovasi Perguruan Tinggi


Tema: The 13th UBAYA International Annual Symposium on Management (Insyma)
Judul: THE INFLUENCE OF CUSTOMER RELATIONSHIP MANAGEMENT DAN SERVICE QUALITY ON CUSTOMER LOYALTY (CASE STUDY AT PT.BERJAYA ABADI TOUR AND TRAVEL)
Perguruan Tinggi: Universitas Widyatama
Jenis/sdm: dosen/0421116301#0408116001#1417014

Tahun: 2016

This research is based on the phenomenon that the tourism business entities in

Bandung more days increased, but sales of tour packages in PT.Berjaya Abadi Tour & Travel also increased. This suggests that competition does not affect the sale of package tours in the PT.Berjaya Abadi Tour & Travel. Based on this phenomenon, the authors examined the effect of customer relationship mangement and quality of service to the Consumer Loyalty in PT.Berjaya Abadi Tour and TravelThe method used in this research was associative- descriptive survey. The sampling method is purposive through 150 respondents. The research model is analyzed by path analysis. The result shows that there is influence of Customer Relationship Management and the service quality on the customers’ loyalty. The influence is significant either partially or simultaneously. The results support that the high level of competition does not give influence on sales level at PT Berjaya Abadi Tour

& Travel (in which the sales level tends to increase). Therefore, it is suggested to agencies to  maintain and  manage improvement efforts considering the performance of  customer relationship management and  service  quality to retain  the  company especially in  the  raise  of  competition level  in  travel