THE INFLUENCE OF KEY OPINION LEADERS (KOL) AND CUSTOMER RELATIONSHIP MANAGEMENT (CRM) ON CUSTOMER LOYALTY WITH CUSTOMER SATISFACTION AS A MEDIATING VARIABLE IN IBOX

Authors

  • Zelindio Chandra Universitas Bunda Mulia
  • Michael Christian Universitas Bunda Mulia

DOI:

https://doi.org/10.46799/ijssr.v4i9.909

Keywords:

Key Opinion Leader (KOL), Customer Relationship Management (CRM), Customer Satisfaction, Customer Loyalty, iBox

Abstract

This research aims to examine the effect of Key Opinion Leader (KOL) and Customer Relationship Management (CRM) on customer loyalty with customer satisfaction as a mediating variable in IBOX customers. This research uses a quantitative method with an explanatory research approach. The sample used was 150 respondents who were IBOX customers in the Jabodetabek area. The sampling technique used was purposive sampling with certain criteria. Data collection was carried out through online questionnaires distributed to respondents. Data analysis was performed using Structural Equation Modeling (SEM) with the help of AMOS (Analysis of Moment Structures) version 24 software.

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Published

2024-09-04

Issue

Vol. 4 No. 9 (2024): International Journal of Social Service and Research

Section

Articles

License

Copyright (c) 2024 Zelindio Chandra, Michael Christian

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