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Analysis Of Factors Affecting Customer Commitment And Customer Loyalty Customer Service ERP Systems PT. Global Industri Technology Solusi (PT. Gits) In Surabaya

Volume: 70  ,  Issue: 1 , February    Published Date: 06 February 2021
Publisher Name: IJRP
Views: 19  ,  Download: 15
DOI: 10.47119/IJRP100701220211709

Authors

# Author Name
1 Redemptus Edward Wibisono, S.Kom
2 Dr. Oliandes Sondakh S.E., M.M.
3 Dr. Amelia, S.E. RFP-I. M.M

Abstract

The development of Enterprise Resource Planning or ERP technology provides opportunities for ERP service companies in Indonesia especially in the city of Surabaya. This development is also driven by the needs of manufacturing or service industry players who want to integrate all their departments, in order to produce a strong analysis so that company leaders can easily make decisions. One of the service companies that offer ERP implementation services is PT. Global Industri Teknologi Solusi (PT. GITS). The first time PT. Global Industri Teknologi Solusi was founded in 2012 in Surabaya City. This study aims to determine how the influence of Ethical Sales, Sales Expertise, Service Performance, Corporate Reputation, Corporate Performance, Relationship Quality of Salesperson and Relationship Quality Of Institution on Customer Commitment in forming Customer Loyalty to customers of PT. GITS in Surabaya. The benefit expected from this research is to contribute to the development of theory and marketing research which is beneficial for PT. Global Industri Teknologi Solusi in examining the influence of the variables Ethical Sales, Sales Expertise, Service Performance, Corporate Reputation, Corporate Performance, Relationship Quality Of Salesperson and Relationship Quality Of Institution on Customer Commitment in forming Customer Loyalty. This research is a research with quantitative methods with data processing using SPSS 22.0. Data collection was carried out by distributing questionnaires to 31 respondents who had become customers of PT. GITS, and domiciled in Surabaya. The results showed that the variable that had the greatest influence was Customer Commitment to the Customer Loyalty variable of 0.680; then the second largest variable is the Relationship Quality of Salesperson to the Customer Commitment variable of 0.656; the third largest was the Corporate Reputation variable on the Quality Of Institution Relationship, amounting to 0.542; the fourth largest variable Service Performance on the Quality Of Salesperson Relationship of 0.411; the fifth largest variable of Relationship Quality Of Institution to Customer Commitment amounted to 0.327; the sixth largest Sales Expertise on the Quality Of Salesperson Relationship of 0.320; the seventh largest Ethical Salesperson to the Quality Of Salesperson Relationship of 0.283; the eighth largest is the Relationship Quality Of Salesperson to the Quality Of Institution Relationship of 0.257; the ninth largest was Corporate Performance on Relationship Quality Of Institution, amounting to 0.211.

Keywords

  • loyalty
  • reputation
  • Relationship Quality
  • loyalty
  • ethics