The Influence Of Customer Relationship Management, Customer Experience, And Satisfaction On Customer Loyalty At PT. Bima Bisalloy In Bekasi, West Java
Abstract
This study aims to analyze the influence of Customer Relationship Management (CRM), Customer Experience, and Customer Satisfaction on customer loyalty at PT. Bima Bissalloy in the context of business-to-business (B2B). This study uses a quantitative approach with multiple linear regression as the analytical tool. Data were collected through questionnaires distributed to 42 respondents who are customers of the company. The results of statistical analysis show that simultaneously, the three independent variables Customer Relationship Management (CRM), Customer Experience, and Customer Satisfaction have a significant influence on customer loyalty, as evidenced by the calculated F-value of 116.335 with a significance level of <0.001. Partially, the t-test shows that Customer Relationship Management has a positive and significant influence on customer loyalty with a significance value of 0.013, and Customer Experience also has a significant influence with a significance value of 0.002. Meanwhile, Customer Satisfaction has a positive but not significant influence on customer loyalty. Further analysis reveals that aspects such as customer service responsiveness, ease of ordering and delivery process, and perceived value of price to product quality are important factors influencing customer satisfaction and loyalty. Although customer experience is less significant in the B2B context, it still contributes positively, indicating potential areas for future development. Based on these results, the researcher suggests that PT. Bima Bissalloy improve the quality of customer relationship management through the personalization of services, operational efficiency improvement, and strengthening of customer feedback systems. This is expected to increase customer satisfaction and loyalty sustainably.References
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Violeta, L. G., & Farida, S. N. (2023). Pengaruh Brand Image dan Customer Experience Melalui Customer Satisfaction sebagai Variabel Intervening terhadap Customer Loyalty pada McDonald’s Rungkut di Surabaya. SEIKO : Journal of Management & Business, 6(1), 673–685.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of marketing, 52(3), 2–22.
Cepeda-Carrión, I., Alarcon-Rubio, D., Correa-Rodriguez, C., & Cepeda-Carrion, G. (2023). Managing customer experience dimensions in B2B express delivery services for better customer satisfaction: A PLS-SEM illustration. International Journal of Physical Distribution & Logistics Management, 53(7/8), 886–912. https://doi.org/10.1108/IJPDLM-04-2022-0127
Firdaus, A., Rosnani, T., Listiana, E., Setiawan, H., & Fitriana, A. (2024). Customer experience and brand image on loyalty through customer satisfaction of Erigo consumers. Journal of Management Science (JMAS), 7(1), Article 1. https://doi.org/10.35335/jmas.v7i1.386
Firmansyah, M. Y., Rachmawati, I. K., & Bukhori, M. (2024). Harga, Testimoni Dan Kualitas Produk: Pengaruhnya Terhadap Keputusan Pembelian Produk Blackdoff Pada Marketplace Shopee. Pendas: Jurnal Ilmiah Pendidikan Dasar, 9(4), 289–305.
Gazi, Md. A. I., Mamun, A. A., Masud, A. A., Senathirajah, A. R. B. S., & Rahman, T. (2024). The relationship between CRM, knowledge management, organization commitment, customer profitability and customer loyalty in telecommunication industry: The mediating role of customer satisfaction and the moderating role of brand image. Journal of Open Innovation: Technology, Market, and Complexity, 10(1), 100227. https://doi.org/10.1016/j.joitmc.2024.100227
Hakim, A. H. A. (2020). Institut Agama Islam Negeri Surakarta [Thesis]. Institut Agama Islam Negeri Surakarta.
Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: An empirical study. International Journal of Service Industry Management, 7(4), 27–42. https://doi.org/10.1108/09564239610129931
Leverin, A., & Liljander, V. (2006). Does relationship marketing improve customer relationship satisfaction and loyalty? International Journal of Bank Marketing, 24(4), 232–251. https://doi.org/10.1108/02652320610671333
Malki, D., Bellahcene, M., Latreche, H., Terbeche, M., & Chroqui, R. (2024). How social CRM and customer satisfaction affect customer loyalty. Spanish Journal of Marketing - ESIC, 28(4), 465–480. https://doi.org/10.1108/SJME-09-2022-0202
Mangmee, N., & Kookkaew, P. (2023). Service Quality and Customer Relationship Management to Customer Loyalty on Credit Products of Kasikorn Bank in Suphanburi, Thailand. SSRN Electronic Journal. https://doi.org/10.2139/ssrn.4546507
Maura Salsabila Kautsar, Agung Prayudha Hidayat, Derry Aditia, Dwi Cahyo Nugroho, Nisa Naillah Rahmawati, Safitri Astiani, & Ulya Khoirunisa. (2024). Pengaruh Dari Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan Ada Swalayan, Kota Bogor. Jurnal Manuhara : Pusat Penelitian Ilmu Manajemen dan Bisnis, 2(3), 50–57. https://doi.org/10.61132/manuhara.v2i3.928
Mokha, A. K., & Kumar, P. (2021). Examining the Interconnections Between E-CRM, Customer Experience, Customer Satisfaction and Customer Loyalty: A Mediation Approach. Journal of Electronic Commerce in Organizations, 20(1), 1–21. https://doi.org/10.4018/JECO.292474
Muzumdar, P., & Kurian, G. (2021). Empirical study to explore the influence of salesperson’s customer orientation on customer loyalty (No. arXiv:2103.01220). arXiv. https://doi.org/10.48550/arXiv.2103.01220
Nabella, A., Astuti, H. J., Miftahuddin, M. A., & Bagis, F. (2025). PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT, BRAND IMAGE, SERVICE QUALITY DAN WORD OF MOUTH TERHADAP CUSTOMER LOYALTY PADA MCDONALD’S PURWOKERTO. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 9(1), 646–670. https://doi.org/10.31955/mea.v9i1.4962
Nuriyono, N., Karnawati, T. A., & Rachmawati, I. K. (2023). Pengaruh Kualitas Produk Dan Harga Terhadap Keputusan Pembelian Pada Inkoffie Sidoarjo Dengan Promosi Sebagai Variabel Intervening. Jurnal Ekonomi Manajemen Dan Bisnis, 4(1), 62–71. https://doi.org/10.61132/manuhara.v2i1.429
PakAlbarq, A. N. (2023). The Impact of CKM and Customer Satisfaction on Customer Loyalty in Saudi Banking Sector: The Mediating Role of Customer Trust. Administrative Sciences, 13(3), 90. https://doi.org/10.3390/admsci13030090
Violeta, L. G., & Farida, S. N. (2023). Pengaruh Brand Image dan Customer Experience Melalui Customer Satisfaction sebagai Variabel Intervening terhadap Customer Loyalty pada McDonald’s Rungkut di Surabaya. SEIKO : Journal of Management & Business, 6(1), 673–685.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of marketing, 52(3), 2–22.
Published
2025-12-15
How to Cite
Simaremare, J. P., Handoko, Y., & Kusdyah, I. (2025). The Influence Of Customer Relationship Management, Customer Experience, And Satisfaction On Customer Loyalty At PT. Bima Bisalloy In Bekasi, West Java. Kontigensi : Jurnal Ilmiah Manajemen, 13(2), 757-779. https://doi.org/10.56457/jimk.v13i2.857
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