Proceedings of the 2nd Southeast Asian Academic Forum on Sustainable Development (SEA-AFSID 2018)

The Existence of Relationship Management to the Customer Loyalty: A Case Study of Rejeki Smartfren Care Program Through Social Media Twitter

Authors
Dinda Agustina Putri, La Mani, Handayani Dwi Putri
Corresponding Author
Dinda Agustina Putri
Available Online 8 March 2021.
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/).

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Volume Title
Proceedings of the 2nd Southeast Asian Academic Forum on Sustainable Development (SEA-AFSID 2018)
Series
Advances in Economics, Business and Management Research
Publication Date
8 March 2021
ISBN
978-94-6239-347-9
ISSN
2352-5428
DOI
10.2991/aebmr.k.210305.003How to use a DOI?
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  -