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Customer relationship management and brand image: Empirical evidence from marine export company in Indonesia
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This research aimed to analyze the direct and indirect influence of customer relationship
management and brand image on customer loyalty in the marine export department of DSV
Transport Indonesia through customer satisfaction. Customer Relationship Management in goods
delivery was one of the essential variables to improve company service to satisfy its customers and
impact their loyalty. Research with a quantitative approach uses the Path Analysis statistical tool.
This research used quantitative methods with a sample of 199 companies. The key findings of this
research stated that customer relationship management has a negative and insignificant effect on
the satisfaction and loyalty of marine export customers of DSV Transport Indonesia. Thus, the
changes occurring in the application of Customer Relationship Management in marine exports
would not affect the satisfaction and loyalty of marine export customers of DSV Transport
Indonesia. Based on the results of this research, it was stated that customer satisfaction was
indirectly able to function as a mediator or mediate the indirect influence of Customer Relationship
Management and brand image on the customer loyalty to marine exports of DSV Transport
Indonesia.
Lisda Rahmasari - Personal Name
Muhammad Taris Hasibuan - Personal Name
Arief Rahman - Personal Name
Moejiono Moejiono - Personal Name
Ferdy Trisanto - Personal Name
Tri Iriani Eka Wahyuni - Personal Name
Prasadja Ricardianto - Personal Name
Putri Akhsa Nabila - Personal Name
Sofwan Farisyi - Personal Name
ENDRI ENDRI - Personal Name
Muhammad Taris Hasibuan - Personal Name
Arief Rahman - Personal Name
Moejiono Moejiono - Personal Name
Ferdy Trisanto - Personal Name
Tri Iriani Eka Wahyuni - Personal Name
Prasadja Ricardianto - Personal Name
Putri Akhsa Nabila - Personal Name
Sofwan Farisyi - Personal Name
ENDRI ENDRI - Personal Name
2291-6830
NONE
electronic file
English
Growing Science
2024
Canada
Volume 12 Issue 1 pp. 19–28, 2024
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