Pengaruh Customer Relationship Management terhadap Loyalitas Pelanggan pada PT Gojek Indonesia Tanjungpinang

Abstract

Gojek is one of the online transportation service providers that can maintain its market share in the increasingly tight competition of online transportation. This competition is characterized by rapid technological advancements, changing consumer preferences, and the emergence of new players. One of the important things companies must do to survive and thrive in this competitive landscape is to retain existing customers. The purpose of this study was to test whether Customer Relationship Management (CRM) influences Gojek Customer Loyalty. This study was conducted by distributing questionnaires to people in Tanjungpinang who had made transactions at Gojek—testing and data processing using JASP software. The results of the study indicate that Customer Relationship Management (CRM) affects Customer Loyalty in Tanjungpinang.