THE INFLUENCE OF KEY OPINION LEADERS (KOL) AND CUSTOMER RELATIONSHIP MANAGEMENT (CRM) ON CUSTOMER LOYALTY WITH CUSTOMER SATISFACTION AS A MEDIATING VARIABLE IN IBOX
DOI:
https://doi.org/10.46799/ijssr.v4i9.909Keywords:
Key Opinion Leader (KOL), Customer Relationship Management (CRM), Customer Satisfaction, Customer Loyalty, iBoxAbstract
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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