The tourism world today gains a lot of attention and spotlight is greatly increased in many countries
and in different places in the world. It is proven by the increasing number of tourist resorts built, due to visitors
using the facility. The purpose of this study is to determine whether there is influence of Customer Relationship
Management (CRM) on Customer Value at Hotel Crystal, to see if there is influence of CRM on Customer
Loyalty at Hotel Kristal, and to find out whether there is influence of Customer Value on Customer Loyalty at
Hotel Kristal. The research is descriptive, while the research method used is survey of 100 customers in Hotel
Kristal, South Jakarta. Path analyze is used to determine the influence between variables. Result indicates that
the CRM provides a positive and significant influence on the Customer Value at Hotel Kristal. Meanwhile, CRM
and Customer Value provide a positive and significant influence at Hotel Kristal subsequently affecting
Customer Loyalty Hotel Kristal.
Notoatmodjo B and Muryati I. A. Y. (2010). CUSTOMER RELATIONSHIP MANAGEMENT (CRM) DAN NILAI PELANGGAN TERHADAP LOYALITAS PELANGGAN. The Winners, 11 (2), 151-159.