Detail Inovasi Perguruan Tinggi

Tema: The 1st National Conference
Judul: Hubungan Customer Relationship Management (CRM) dengan Loyalitas Pelanggan Bengkel Resmi Sepeda Motor di Bandung
Perguruan Tinggi: Universitas Widyatama
Jenis/sdm: dosen/0427017001

Tahun: 2007

Motorcycle industries have been growing rapidly in the last five years, because people need motorcycle as a main transportation vehicle and for investment, such as for delivery services, ‘ojek’, etc. Indonesian motorcycle industry dominated by three big companies such as Honda, Yamaha and Suzuki. Now, the requirement from customer not just product motorcycle, but they need motorcycle services. The Growing in motorcycle industry, make the condition in motorcycles services industry is more competitive. In the motorcycle services industry we can divide into authorized motorcycle services and non authorized motorcycles industries. So, not only in motorcycle industries need the competitive advantage, but in motorcycles services industry too. The competitive advantage is how to make customer loyal. The customer will loyal to the company, if they are satisfaction. The motorcycle services industries must have a good strategy to have customer loyal to the company. One of the strategies is how the motorcycle service industries have a good relationship with their customer. For authorized motorcycle services industry have an advantage that they have customer relationship management. In this paper will explorer the relation of customer relationship management to customer loyalty for the customer in the authorized motorcycles services industries in Bandung. The research finding for customer motorcycle services industry in Bandung that customer relationship management to customer loyalty is 28.3%. The customer loyalty is derived by other things, such as guarantee, quality and services.