PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP LOYALITAS PELANGGAN (Studi pada Toko Sepatu Merdeka di Pandaan)

The purpose of this study was to examine the effect of customer relationship management (CRM) on customer loyalty in the Merdeka Shoe Store in Pandaan. This Study uses simple linear regression analysis on 120 respondent who have been determined using purposive sampling as a sampling method using a questionnaire for data collection. The result of the study revelaled that the customer relationship management (CRM) variable with people, process, and technology dimensions had a positive and significant effect on customer loyalty. By implementing a good customer relationship management (CRM) strategy, Merdeka Shoes Shop has loyal customer