Work

Pengaruh Perilaku Etis Penjual terhadap Loyalitas Pelanggan, Kepuasan, dan Kepercayaan dalam Industri Pakaian

Year: 2024

Type: article

Abstract: This study examines the relationship between ethical sales behavior, customer satisfaction, and customer loyalty. Utilizing a conceptual model developed based on CRM and ECSI theories, the research shows that ethical sales behavior has a positive impact on customer satisfaction and loyalty. Additionally, customer satisfaction is proven to have a positive effect on customer loyalty. Customer trust is identified as a variable that influences loyalty and positively impacts customer satisfaction. The results of this study affirm that ethical sales behavior contributes to customer loyalty through customer satisfaction and trust. These findings provide important practical implications for organizations to enhance customer loyalty by improving ethical sales behavior and meeting customer needs.

Source: AKADEMIK Jurnal Mahasiswa Ekonomi & Bisnis

DOI: 10.37481/jmeb.v4i3.859

Authors: Sekar Ayu Putri Soepartono, Willy Arafah

Institution: Universitas Trisakti

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W4402465024

FWCI: 0.516

Cites:

Cited by: 1

Related to: 10