Publication Date: 2023/07/14
Abstract: This paper offers a framework for investigating the correlation between corporate image, service quality, customer relationship management (CRM), and customer satisfaction. Furthermore, it also aims to demonstrate the importance of CRM to improve an organization’s image and the quality of services provided to achieve customer satisfaction. The conceptual framework was tested at Soekarno-Hatta International Airport in Jakarta, Indonesia with data collected from 235 customers using the service. The hypothesized relationships between variables were analyzed using a structural equation model. The results of this research show that there is a positive significant indirect (partially mediated) effect of corporate image and service quality on customer satisfaction through CRM. The model confirms that a credible corporate image, providing high-quality services, and maintaining good relationships with customers result in high customer satisfaction.
Keywords: Component; Formatting; Style; Styling; Insert (Keywords Corporate Image, Service Quality, Customer Relationship Management (CRM), Customer Satisfaction.
DOI: https://doi.org/10.5281/zenodo.8146830
PDF: https://ijirst.demo4.arinfotech.co/assets/upload/files/IJISRT23JUN2254.pdf
REFERENCES