KUALITAS PRODUK DAN HARGA TERHADAP KEPUTUSAN PEMBELIAN LAPTOP MEREK ACER MELALUI CITRA MEREK

This study aims to determine how much influence Customer Relationship Management And Service Quality Towards Perceive Of Customer Retention On Tri Prepaid Card Service Users in West Jakarta. Customer Relationship Management as independent variable, Perceive Of Customer Retention as dependent variable, and Service Quality as mediator variable. Data analysis technique using Path Analysis, divided into stage 1 and stage 2. Samples taken as much as 200 respondents is all people who use Tri prepaid card for at least 6 months, have been recharged Tri prepaid card at least 3 times, domiciled in the Jakarta area West and have a steady income. Based on the result of the research, it can be concluded that (a) Customer Relationship Management variable has significant effect on Service Quality variable (b) Service Quality variable has significant effect to variable Perceive Of Customer Retention (c) Customer Relationship Management variable has no significant effect on Perceive Of Customer Retention (d) indirect influence variable Customer Relationship Management to variable Perceive Of Customer Retention through Service Quality is greater than direct influence variable Customer Relationship Management to variable Perceive Of Customer Retention.