Research Article

The Role of Customer Satisfaction in Mediation the Effect of Customer Relationship Management on Customer Loyalty (Study at Ramayana Bali Department Store Denpasar)

Kadek Dian Nita Grihani
University of Udayana, Indonesia
* Corresponding author
Ni Made Wulandari Kusumadewi
University of Udayana, Indonesia
DOI icon 10.24018/ejbmr.2021.6.6.1096

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Submitted 2021-09-08
Published 2021-12-29

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Table of Contents

Article Main Content

This study aims to analyze the effect of leadership style, work environment on employee retention with non-physical work environment as a moderating variable. The research design used is associative. The research was conducted at Ayodya Resort Bali. The population of this study was 501 employees with 84 employees as samples. The sample selection technique is proportional stratified. The data collection method used is Observation, Interview, Questionnaire and analyzed by Moderated Regression Analysis (MRA). The results show that leadership style has a positive and significant effect on employee retention, the better the leadership style applied by the company, the employee's desire to remain in the company will also increase. The non-physical work environment strengthens the influence of leadership style on employee retention, the better the leadership style supported by a good non-physical work environment, the employee's desire to remain in the company will increase. Companies must always pay attention to the relationship between employees and the relationship between employees and superiors so that they continue to run well and harmoniously.

Keywords: customer loyalty, customer satisfaction, customer relationship management

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