Pengaruh Service Quality dan Customer Relationship Management (CRM) terhadap Customer Loyalty yang dimediasi Customer Satisfaction

This study aims to determine and analyze the effect of service quality customer relationship management on loyalty mediated through satisfaction. research was a survey with data collection is questionnaire. The population in this are customers who use IndiHome fixed broadband services Special Region Yogyakarta. used primary obtained from answers 130 respondents purposive sampling method. analysis method PLS (Partial Least Square) help SmartPLS for Windows application version 4. results showed that: 1) Service Quality has positive significant Customer Satisfaction, 2) Relationship Management Satisfaction , 3) Loyalty, 4) 5) 6) mediates influence relationships 7) between Loyalty.