The Existence of Relationship Management to the Customer Loyalty: A Case Study of Rejeki Smartfren Care Program Through Social Media Twitter
- DOI
- 10.2991/aebmr.k.210305.003How to use a DOI?
- Keywords
- Customer Loyalty, Relationship Management, Smartfren, Twitter
- Abstract
The customer relationship management is a very important activity for a company to build and bond their relationship with their customers. PT Smartfren Telecom Tbk is one of the leading telecommunication service providers in Indonesia which is founded in 2011. As a young company, PT Smartfren Telecom Tbk needs customer loyalty towards their brand. The main purpose of this study is to explain the result of Rejeki Smartfren Care program on Twitter as a relationship management and its effect and correlation to customer loyalty in PT Smartfren Telecom Tbk. Based on the literature review and the competence – the capability relationship management between company and the customer is from communication, relationship and mutual benefits. In addition, customer loyalty can be in the forms of saying positive things, giving recommendation to friends and purchasing the brand continuously. This study uses quantitative research method with the data gathered from 100 respondents through survey method. The data analysis was measured by validity, reliable, correlation, regression and hypostases test. Regression analysis proves that Rejeki Smartfren Care program is significantly related to customers’ loyalty. It is concluded from the statistical analysis result which shows an effect of 47.9 %.
- Copyright
- © 2021, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Dinda Agustina Putri AU - La Mani AU - Handayani Dwi Putri PY - 2021 DA - 2021/03/08 TI - The Existence of Relationship Management to the Customer Loyalty: A Case Study of Rejeki Smartfren Care Program Through Social Media Twitter BT - Proceedings of the 2nd Southeast Asian Academic Forum on Sustainable Development (SEA-AFSID 2018) PB - Atlantis Press SP - 13 EP - 15 SN - 2352-5428 UR - https://doi.org/10.2991/aebmr.k.210305.003 DO - 10.2991/aebmr.k.210305.003 ID - Putri2021 ER -