scholarly journals The Effect of the Implementation of E-CRM Electronic Satisfaction and Loyalty, Electronic Consumers of Mellat Bank's Website

2017 ◽  
Vol 19 ◽  
pp. 117
Author(s):  
Mehdi Jamali ◽  
Mohammad Azimi Mehrabadi ◽  
Mohammad Pouri
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Research Method ◽  
Linear Regression Analysis ◽  
Customer Relationship ◽  
Competitive Advantages ◽  
Spearman Correlation ◽  
Spss Software ◽  
Business Customers ◽  
Customer Satisfaction And Loyalty

Organizations that compete for power in the market constantly looking for ways to overcome their rivals. Today's customers want to engage with the organization. Successful customer relationship management is one of the major competitive advantages that organizations can use to prevent the transmission of clients to other organizations deemed of operation. The degree to which an organization is able to maintain effective communication with their clients, more opportunities to offer more services to its business customers will offer. Considering the above study to evaluate the effect of the implementation of E-CRM on e-satisfaction and customer loyalty has paid electronically, users of the Mellat Bank's website. To collect information from the questionnaire with Cronbach's alpha was used validation. Respondents were customers and users of online services of the Mellat Bank's website. Survey research method - has been described. To analyze the data, descriptive and inferential statistical methods such as correlation analysis, Pearson and Spearman correlation coefficient and linear regression analysis using SPSS software is used. The results show that the implementation of E-CRM is a positive and significant impact on customer satisfaction and loyalty-mail.Electronic Consent; Loyalty-Mail; E-CRM.

Effect of Customer Relationship Management on Customer Satisfaction and Loyalty at Pt. Harmoni Permata Gianyar, Bali

2018 ◽  
Vol 9 (03) ◽  
pp. 20610-20617
Author(s):  
I Nyoman Hendra Laksmana ◽  
IGA Eka Teja Kusuma ◽  
I Nengah Landra
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Positive Relationship ◽  
Relationship Management ◽  
Management Program ◽  
Customer Relationship ◽  
Methods And Techniques ◽  
Clear Information ◽  
Customer Satisfaction And Loyalty

A highly competitive market makes companies need to maintain a positive relationship with their customers. A good CRM (customer relationship management) program will help the company to satisfy its customers. This research will explore various methods and techniques to build effective customer relationship management to satisfy customers. The purpose of this study is to examine the effectiveness of customer relationship management in maintaining and satisfying customers. This research shows that customer relationship management has a significant effect on customer satisfaction and loyalty. The variable also has a positive relationship. The company makes CRM as a capital to make customers more satisfied and stick with the company. This study concludes that CRM plays a major role in improving customer satisfaction, deep customer knowledge and customer loyalty. A better CRM will have clear information about what customers want, what their needs are, and what will make them more satisfied.

scholarly journals Pengaruh Customer Relationship Management dan Kepuasan terhadap Loyalitas Nasabah LPD Desa Adat Anggungan di Badung

Widya Amrita ◽  
2021 ◽  
Vol 1 (1) ◽  
pp. 381-393
Author(s):  
Ni Putu Nita Santari ◽  
I Wayan Suartina ◽  
I Made Astrama
Keyword(s):  
Information Technology ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Customer Relationship ◽  
Technology Strategies ◽  
Almost All ◽  
Customer Satisfaction And Loyalty

The LPD is a village economic institution that is used to collect and distribute funds in general as well as a source of development financing in almost all parts of customary village areas in Bali. Savings customers are the top priority of the LPD in the customary village of Anggungan to create Loyalty. In creating customer satisfaction and loyalty, the LPD in the customary village of Anggungan is required to implement a good and appropriate strategy, namely Customer Relationship Management (CRM) to increase customer satisfaction and loyalty. The purpose of this study to analyze the effect partially and simultaneously between Customer Relationship Management (CRM) and satisfaction on customer loyalty savings. The population in this study were 1,958 savings customers. The sample was determined based on the Slovin formula with the results obtained by 95 respondents. The results of data analysis indicate that Customer Relationship Management (CRM) and satisfaction simultaneously have a positive and significant effect on customer loyalty. Increasingly improving information technology strategies, namely Customer Relationship Management (CRM) in order to increase customer satisfaction and loyalty savings.

scholarly journals Pengaruh Customer Relationship Management dan Kualitas Layanan Terhadap Kepuasan dan Loyalitas Pelanggan Media Advertising di Samarinda

2020 ◽  
Vol 7 (2) ◽  
pp. 114
Author(s):  
Ade Saputri ◽  
Syarifah Hudayah ◽  
Zainal Abidin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Customer Relationship ◽  
Media Companies ◽  
Customer Satisfaction And Loyalty

The purpose of this study was to analyze the effect of customer relationship management and service quality on customer satisfaction and loyalty of advertising media companies in Samarinda. The population in this study were customers of advertising media companies in Samarinda. Using accidental sampling, the sample in this study was 100 respondents. The analysis in this study is path analysis with the SPSS program. The results showed that CRM has a positive and significant effect on customer satisfaction, CRM has a positive and significant effect on customer loyalty, service quality has a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer loyalty in advertising media in Samarinda city.

scholarly journals Customer Relationship Management (CRM) dan Nilai Pelanggan terhadap Loyalitas Pelanggan

The Winners ◽  
2010 ◽  
Vol 11 (2) ◽  
pp. 151
Author(s):  
Budiman Budiman ◽  
Irnita Ajeng Yuli Muryati
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Customer Value ◽  
Research Method ◽  
Relationship Management ◽  
Customer Relationship ◽  
World Today ◽  
The World

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.

scholarly journals Measuring Customer Loyalty and Satisfaction of Bank Bantul Using CRM and Service Quality

2021 ◽  
Vol 12 (3) ◽  
pp. 172-183
Author(s):  
Heri Sutanto ◽  
Siti Dyah Handayani ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Equation Modelling ◽  
Customer Satisfaction And Loyalty

This study aims to analyze and describe the effects of the service quality and customer relationship management at PD BPR Bank Bantul on the customer satisfaction and loyalty. The object of this study is PD BPR Bank Bantul, while the subjects of the study are customers taking the SMEs credit offered by the Bank. Method of analysis used in this study was Structural Equation Modelling (SEM) with the help of the AMOS program. The number of respondents was 170, taken using purposive sampling. The criteria for the sampling are as follows: the respondents are taking the SME’s credit at PD BPR Bank Bantul, residents in Bantul Regency, who are individual customers, who have been 2 years or more customer and have done 2 or more credit transactions. Data was collected through questionnaires distributed directly to the respondents and through the google form. Based on the results of the analysis, show that service quality  has no significant effect on customer satisfaction, customer relationship management  has a positive and significant effect on customer satisfaction, service quality  has no a positive and significant effect on customer loyalty, customer relationship management  has a positive and significant effect on customer loyalty  and customer satisfaction  has a positive and significant effect on customer loyalty. In conclusion this study accepts 3 hypotheses and rejects 2 hypotheses.

scholarly journals The Influence of Service Quality and Customer Relationship Management on Customer Loyalty at Bank BSI KC Bengkulu S. Parman 2

2021 ◽  
Vol 2 (4) ◽  
pp. 488-499
Author(s):  
Mita Handayani ◽  
Merta Kusuma
Keyword(s):  
Linear Regression ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Multiple Linear Regression ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Relationship Management ◽  
Customer Relationship ◽  
Coefficient Of Determination

Bank Syariah Indonesia provides more complete services, wider reach, and has a better capital capacity. Supported by synergies with parent companies (Mandiri, BNI, BRI) and the government's commitment through the Ministry of SOEs, Bank Syariah Indonesia is encouraged to be able to compete at the global level. This study aims to determine how much influence service quality and customer relationship management have on customer loyalty. In this study, data were obtained through observation and distributing questionnaires that were distributed to 110 respondents, namely customers who saved at Bank BSI KC Bengkulu S. Parman 2. Then, data analysis was carried out using quantitative data. Quantitative analysis includes instrument testing, Classical Assumption Test, multiple linear regression analysis, coefficient of determination (R2) and hypothesis testing. The results of this study can be seen from the multiple linear regression test using the SPSS program, namely Y = Y = 4.388 + 0.158 (X1) + 0.357 (X2). The result of the coefficient of determination (R2) the value of R Square is 0,718 or 71,8%, where the coefficient of determination means that together the service quality and customer relationship management variables contribute to influencing customer loyalty at Bank BSI KC Bengkulu S. Parman 2 , while the remaining 0,282 or 28,2% is influenced by other variables outside the study that were not examined in this study. Hypothesis testing using t test and F test shows that service quality (X1) and customer relationship management (X2) variables have a significant effect on customer loyalty (Y), where the significance level is <0.05. This means that Ho is rejected, Ha is accepted.

scholarly journals PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT DAN KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH KREDIT KOMERSIL PADA BANK NAGARI SUMATERA BARAT CABANG PAINAN

2020 ◽  
Author(s):  
Lira Anggraini ◽  
Alfian
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Relationship Management ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Customer Relationship ◽  
Positive Effect

This study aims to determine the effect of customer relationship management and service quality to loyalty of commercial credit customers at Nagari Bank West Sumatera Painan Branch. The sample used counted 95 respondents, sampling technique using accidental sampling method. Data were collected using questionnaire, while data analysis technique was done by using multiple linear regression analysis. The results showed that based on Persial Test (t test) obtained: a) service quality variable has a positive effect 0,805 &lt; 1,985 and not significant 0,423 &gt; 0,05 to customer loyalty. b) customer satisfaction variables have a positive effect of 0,218 &lt; 1,985 and not significant 0,828 &gt; 0,05 to customer loyalty. c) variable of reliability have positive effect 2,254 &gt; 1,985 and significant 0,027 &lt; 0,05 to customer loyalty. d) Responsiveness variable has positive effect 8.173 &gt; 1.985 and significant 0.000 &lt; 0,05 to customer loyalty. e) the assurance variable has a positive effect 0,983 &lt; 1,985 and not significant 0,328 &gt; 0,05 to customer loyalty. f) empathy variables have negative effect -2,615 &gt; 1,985 and significant 0,011 &lt; 0,05 to customer loyalty. g) tangible variable has a positive effect of 2,791 &gt; 1,985 and significant 0,006 &lt; 0,05 to customer loyalty. From this research, the value of R² is 0,598, it means that 59,8% influenced by service quality variable, customer satisfaction, reliability, responsiveness, assurance, empathy, tangible and the rest influenced by other variables.

scholarly journals EMERGING TENDENCY OF BRANDS UTILIZATION AND ITS IMPACTS ON LIFE SATISFACTION OF UNIVERSITY STUDENTS

2021 ◽  
Vol 9 (4) ◽  
pp. 69-77
Author(s):  
Abd ul Waheed ◽  
Iqra Almas ◽  
Umme Kalsoom ◽  
Laila Shafi ◽  
Kanwal Yasmin
Keyword(s):  
Life Satisfaction ◽  
Regression Analysis ◽  
University Students ◽  
Research Method ◽  
Linear Regression Analysis ◽  
Demographic Variables ◽  
Satisfaction Level ◽  
Cosmetic Products ◽  
Proportional Allocation ◽  
Spss Software

Purpose of the study: This research examines the emerging tendency of brands utilization and its impacts on the life satisfaction of university students. Methodology: It is a quantitative study where a survey research method has been used, and for data collection, the questionnaire has been prepared. Demographic variables like area, age, gender, qualification, and location are also included. A sample of 385 students was selected by using the proportional allocation method. Statistical analysis for data was done through SPSS software. Researchers used a linear regression analysis test to find out the impacts of brand utilization on the life satisfaction of university students. Principal Findings: The findings of the study show that life satisfaction has a significantly negative correlation with brand utilization. Research also indicates that most purchased items were branded clothing and cosmetic products. Application of the study: This paper will be helpful to understand brand utilization and its impacts on youth’s life satisfaction. Novelty/Originality of this study: To analyze the growing tendency of luxury and brands products, researchers determined to check the impacts of branded products on life satisfaction levels. To examine the impacts of brand utilization, this research focused on four Pakistani universities and the life satisfaction level of students has bees examined.

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