Abstract:
This research was conducted to determine the effect of Customer Relationship Management (Technology, People, Process, Knowledge and Insight) on customer loyalty in the Quick Service Car Salon in Pekanbaru. The study population was customers who have used the services for 3 times . With this method we obtained hair samples of 80 people were selected using purposive sampling technique. Methods to analysis data is done by using multiple linear regression , F test, and t test. The results showed that simultaneous Customer Relationship Management influence on the loyalty is 39,683. The contributions that the Customer Relationship Management on Customer Loyalty is at 66.2%. From the results of t-test also know that the variable knowledge and insight dominant influence among the variables, it’s 4.592.
