scholarly journals PERAN KEPUASAN MEMEDIASI CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP LOYALITAS NASABAH BANK MEGA CABANG SUNSET ROAD KUTA

2019 ◽  
Vol 8 (7) ◽  
pp. 4357
Author(s):  
Anak Agung Istri Mas Vedanthi Putri ◽  
Ni Made Purnami
Keyword(s):  
Path Analysis ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Relationship Management ◽  
Customer Relationship ◽  
Business People ◽  
Analysis Technique

Banking world is growing in competition, many strategies carried out bycompany in maintaining customers to build long-term good relations. This study explain the role of satisfaction mediating customer relationship management towards loyalty. The research was conducted at Bank Mega branch of Sunset Road Kuta Badung involving 110 respondents use purposive sampling method. The research collected by questionnaires. The analysis technique are path analysis and sobel. The results shows customer relationship management has a positive and significant effect on loyalty. Customer relationship management has a positive and significant effect on satisfaction. Satisfaction has a positive and significant effect on loyalty. Satisfaction significantly mediates partially customer relationship management relationships with loyalty, it shows that customer relationship management accompanied by satisfaction will affect the high and low customer loyalty. This research expected to contribute the science of marketing and consideration of companies or business people. Keywords : loyalty, customer relationship management, satisfaction

scholarly journals PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP LOYALITAS NASABAH TABUNGAN PADA BANK NAGARI CABANG AUR KUNING KOTA BUKITTINGGI

Jurnal Ecogen ◽  
2018 ◽  
Vol 1 (4) ◽  
pp. 97
Author(s):  
Winda Octaviani ◽  
Yulhendri Yulhendri ◽  
Rose Rahmidani
Keyword(s):  
Regression Analysis ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Relationship Management ◽  
Secondary Data ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Primary Data ◽  
Analysis Technique

This study aims to know and prove how much influence Customer Relationship Management (CRM) on customer loyalty at Bank Nagari Branch Aur Kuning in Bukittinggi City.This type of research is causative. The population in this study were customers of Bank Nagari Branch Aur Kuning. The samples were taken using Slovin formula with 100 respondents. This sampling technique is based on accidental sampling method. The type of data used in this study is primary data and secondary data. Data analysis technique used multiple regression analysis technique using SPSS version 15.00. The results of this study indicate that: 1) Trust has a positive significant effect on customer loyalty, 2) Commitment has a negative and not significant impact on customer loyalty, 3) Communication has a positive significant effect on customer loyalty. Keywords: Trust, Commitment, Communication and Loyalty

scholarly journals Analisis pengaruh kualitas layanan, corporate image, dan customer relationship management terhadap loyalitas nasabah dengan kepuasan nasabah sebagai variabel intervening

2021 ◽  
Vol 1 (1) ◽  
pp. 37-51
Author(s):  
Krisna Issri Kuswandarini ◽  
Arna Asna Annisa
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Corporate Image ◽  
Customer Relationship ◽  
Primary Data ◽  
Branch Office ◽  
Positive Effect

This study aims to determine and analyze the influence of service quality, corporate image, and customer relationship management (CRM) on customer loyalty with customer satisfaction as an intervening variable (study at Bank Syariah Indonesia branch office Semarang). This research is a quantitative research using primary data. The analysis method uses a path analysis approach. The test results show that service quality, customer relationship management, and satisfaction positively affect loyalty. The corporate image does not affect loyalty. Service quality and corporate image have no positive effect on satisfaction. Customer relationship management has a positive effect on satisfaction. Path analysis test shows that the satisfaction variable acts as a mediation between the influence of service quality, corporate image, customer relationship management on customer loyalty at bank BSI branch office Semarang.

scholarly journals Customer Relationship Management dalam Meningkatkan Loyalitas Nasabah Bank BNI UNPAD

2018 ◽  
Vol 9 (2) ◽  
pp. 1
Author(s):  
Puti Embun Sari
Keyword(s):  
Path Analysis ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Analysis Tool ◽  
Purposive Sampling ◽  
Branch Office

This study aimed to determine Customer Relationship Management at UNPAD Branch Office of BNI and also to recognize the influence of CRM exchange of emotions, exchange of knowledge, and exchange of acts through the customer loyalty at UNPAD Branch Office of BNI. The obtained data in this study are from the questioners-consisted of 16 questions that distributed among the 100 customers at UNPAD Branch Office of BNI. The sampling technique used is purposive sampling. Analysis tool that used to test the hypothesis is path analysis. The result of descriptive hypothesis shows that UNPAD Branch Office of BNI has leaving a satisfactory CRM exchange of emotions, exchange of knowledge, and exchange of acts. At the same time, The result of verification hypothesis shows that the customer loyalty at UNPAD Branch Office of  BNI are significantly influenced by CRM exchange of emotions and exchange of acts, both partially and simultaneously. But has no partially effect between exchange of knowledge through customer loyalty.

scholarly journals Customer loyalty in the South African long-term insurance industry

2013 ◽  
Vol 13 (1) ◽  
Author(s):  
Leon Du Plessis ◽  
Mornay Roberts-Lombard
Keyword(s):  
South Africa ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Customer Relationship ◽  
Empirical Results ◽  
Term Insurance ◽  
Conflict Handling ◽  
Strongly Agree

The primary objective of this study is to investigate the influence of selected independent variables, two-way communication and conflict handling on intentional customer loyalty via Customer Relationship Management (CRM) as the intervening variable within the South African long-term insurance environment. Primary data were gathered using a questionnaire, with items referring to Customer Relationship Management, customer loyalty, two-way communication and conflict handling. The sample consisted of 254 customers in four customer walk-in centres of a long-term insurance provider in South Africa. Data were factor-analysed. One independent variable, conflict handling, exerted a statistically significant positive influence on the intervening variable (CRM), whilst two-way communication exerted a statistically significant negative influence on the intervening variable. This variable (CRM) positively influenced the dependent variable (customer loyalty). If long-term insurance organisations communicate timeously and accurately, and are skilled in conflict handling, greater loyalty will be created amongst customers. The study revealed that the majority of customers (51.53%) strongly agree that two-way communication is an important dimension that underpins Customer Relationship Management and their relationship with a long-term insurance organisation. The empirical results indicate a negative relationship between the perceived two-way communication by a long-term insurance organisation and CRM at the insurance provider in South Africa. In terms of conflict handling, the study revealed that the majority of customers (45.69%) strongly agree that conflict handling is an important dimension that underpins Customer Relationship Management and their relationship with a long-term insurance organisation. The empirical results indicate a positive relationship between perceived conflict handling by a long-term insurance provider and CRM at the organisation in South Africa. Finally, the empirical results indicate a positive relationship between Customer Relationship Management and intentional customer loyalty at a long-term insurance provider in South Africa.

scholarly journals Pengaruh Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan pada Maskapai Penerbangan Garuda Indonesia Melalui Program Frequent Flyer

2019 ◽  
Vol 3 (6) ◽  
pp. 30
Author(s):  
Eva Dwi Sundari
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Frequent Flyer ◽  
Research Findings ◽  
Almost All ◽  
A Company

The aim of this study is to examine the effect of Customer Relationship Management (CRM) on customer loyalty on Garuda Indonesia airlines through frequent flyer programs. The study sample was taken from Garuda Indonesia passengers over the age of 18 years. Primary data was collected through convenience sampling. Regression analysis is used to test hypothese. There is the influence of Customer Relationship Management on Customer Loyalty on Garuda Indonesia airlines, there is a Frequent Flyer influence on customer loyalty on Garuda Indonesia airlines, there is a frequent flyer influence to moderate Customer Relationship Management to Garuda Indonesia Customer Loyalty, there is the effect of Customer Relationship Management, Frequent Flyer for Garuda Indonesia airlines. It is better if further research is conducted in the long term, so that Garuda Indonesia CRM can be explored more far. While Garuda Indonesia's services cover almost all of Indonesia and several other countries. The literature that discusses CRM is still not much so that the dimensions of dimension elaboration are still limited. Research findings reveal the need and importance of a company to continuously improve Customer Relationship Management. This study shows the need to emphasize the use of critical customer loyalty and to recognize the nature and importance of frequent flyer moderation effects. The value of this research is a combined and practical theory and finds four management implications and three practical implications.

scholarly journals PERAN BRAND IMAGE MEMEDIASI PENGARUH KUALITAS PRODUK TERHADAP LOYALITAS PELANGGAN

2018 ◽  
Vol 7 (10) ◽  
pp. 5258
Author(s):  
Gusti Nyoman Bagus Dananjaya ◽  
Ni Made Rastini
Keyword(s):  
Data Collection ◽  
Path Analysis ◽  
Product Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Brand Image ◽  
Collection Method ◽  
Purposive Sampling ◽  
Analysis Technique

This research aims to explain the effect of product quality on brand image, the effect of product quality on customer loyalty, the influence of brand image on customer loyalty, and the role of brand image to mediate the effect of product quality on customer loyalty of Kober Mie Setan in Denpasar City This research was conducted in Denpasar using 100 respondents. Data collection method used is purposive sampling method with path analysis technique. The results showed that product quality had a positive and significant effect on brand image. Product quality has a positive and significant impact on customer loyalty. Brand image has a positive and significant impact on customer loyalty. Brand image as a mediation variable significantly indirect influence on customer loyalty through product quality variables. Kober Mie Satan needs to pay attention to the portion of food to match the expectations of the consumers. In addition, Kober Mie Satan needs to improve the positive reputation for the image of Kober Mie Satan is considered positive and able to create customer loyalty. Keywords: product quality, brand image, customer loyalty

scholarly journals Marketing Investigation: Customer Relationship Management and Innovation to Improve Competitive Advantage and Business Performance

2021 ◽  
Vol 9 (4) ◽  
pp. 430-438
Author(s):  
Rita Indah Mustikowati ◽  
Endi Sarwoko ◽  
Mohammad Arief ◽  
Iva Nurdiana Nurfarida
Keyword(s):  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Business Performance ◽  
Relationship Management ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Retail Business ◽  
Analysis Technique

The purpose of this study is to analyze the relationship between customer relationship management (CRM) and competitive advantage and to analyze the role of innovation capabilities in mediating CRM with a competitive advantage. In addition, it examines the role of competitive advantage on retail business performance. The study was conducted on retail companies in Indonesia using a quantitative approach, and responses from 255 retail owners/managers were obtained via the random sampling method. The analysis technique used is structural equation modeling (SEM) using SmartPLS software. The research findings reveal that retail competitive advantage can be achieved through the implementation of customer-oriented CRM. CRM is also able to support innovation capabilities, which will further increase competitive advantage. It is important for retail companies to strengthen the implementation of customer relationship management in order to achieve business performance because CRM is proven to increase the ability of innovation and competitive advantage of retail companies. Research on a broader type of company is needed to provide a better level of generalization.

Sign in / Sign up

Export Citation Format

Share Document