PENGARUH KUALITAS PELAYANAN, BRAND IMAGE DAN CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP LOYALITAS PELANGGAN INDOMARET KELURAHAN PADURENAN, BEKASI TIMUR

Abstract

This study aims to test and analyze the influence of service quality, brand image and customer relationship management on customer loyalty of Indomaret in Padurenan, East Bekasi. Data type that used is primary data that obtained from distribution of the questionnaires to respondents. Population that used in this study is customers ofIndomaret in Padurenan, East Bekasi. Samples ofthe study contained of100 respondents. This study used multiple linear regression method. Results of the study showed that service quality, brand image and customer relationship management has positive and significant effect on customer loyalty ofIndomaret in Padurenan, East Bekasi.