scholarly journals Application of Customer Relationship Marketing Towards Customer Loyalty Through Trust in Bank

2020 ◽  
Vol 10 (2) ◽  
pp. 179-190
Author(s):  
Angga Ade Permana ◽  
Muhammad Firdaus ◽  
Muhaimin Dimyati
Keyword(s):  
Path Analysis ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Negative Influence ◽  
Customer Relationship ◽  
Variable Component ◽  
Customer Relationship Marketing ◽  
Long Run ◽  
Negative Effect

Customer relationship marketing as a strategy to build good relationships with customers in the long run by combining the ability to respond directly and to serve customers with high interaction. The purpose of this study is whether customer relationship marketing influences customer loyalty through trust, directly or indirectly.  The sampling technique that researchers took was Nonprobability sampling and using purposive sampling. The type of research method used in this research is path analysis, t-test, determination R2 . The path analysis results show that the variable component of customer relationship marketing which includes commitment and conflict handling has a significant direct relationship to trust and loyalty while communication does not have a negative influence or a negative effect on customer trust or loyalty

PENGARUH KARAKTERISTIK WIRAUSAHA TERHADAP KEBERHASILAN USAHA PERABOT RUMAH TANGGA DI KECAMATAN JAMBI TIMUR KOTA JAMBI

2017 ◽  
Vol 1 (1) ◽  
pp. 38-56
Author(s):  
Novita Ekasari ◽  
Nurhasanah Nurhasanah
Keyword(s):  
Relationship Marketing ◽  
Customer Loyalty ◽  
Customer Relationship ◽  
Customer Relationship Marketing

Dewasa ini perkembangan jasa dirasakan mengalami peningkatan, hal tersebut di iringi oleh berkembangnya berbagai sektor jasa seperti jasa pembiayaan kendaraan (finance) baik untuk kendaraan roda dua maupun roda empat.. Kebutuhan akan jasa pembiayaan ini semankin dibutuhkan masyarakat, pentingnya konsumsi akan jasa pembiayaan kendaraan tersebut makin dirasakan memiliki potensi yang besar dalam diri individu maupun dalam  kegiatan usaha, dikarenakan  jasa pembiayaan (finance)  saat ini merupakan  suatu  pilihan  yang baik dalam menghadapi berbagai resiko terutama dari sisi proses yang relatif lebih cepat dan mudah dibandingkan perbankan. Dalam penelitian ini perusahaan jasa pembiayaan yang akan diangkat untuk diteliti yaitu PT. BFI Finance Jambi. Penelitian ini bertujuan untuk mengetahui dampak dari Customer Relationship Marketing terhadap Loyalitas Nasabah Pada PT.BFI Finance Jambi. Sumber data dalam penelitian  ini adalah data primer dan data sekunder. Data primer diperoleh melalui observasi, wawancara dan kuisioner yang di susun penulis menegenai customer relationship marketing terhadap customer loyalty. Sedangkan Data sekunder adalah data yang di peroleh dari PT. BFI Finance dan diperoleh pula melalui literatur buku dan internet. Penelitian ini menganalisis pengaruh relationship marketing ((People  (X1), Knowledge and Insight (X2), Process (X3), Technology (X4)) terhadap Customer Loyalty. Penelitian ini dilakukan di PT. BFI Finance Jambi. Jumlah sampel yang diambil dalam penelitian ini berjumlah 100 orang.

STRATEGI PROMOSI UNTUK MENJAGA HUBUNGAN DENGAN WISATAWAN DI KAWASAN WISATA KUTA PADA ERA NEW NORMAL

2021 ◽  
Vol 20 (2) ◽  
pp. 114-123
Author(s):  
Anak Agung Ananda Pradnya Pramitha
Keyword(s):  
Relationship Marketing ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Promotion Strategy ◽  
New Normal ◽  
Customer Relationship Marketing ◽  
Qualitative Descriptive ◽  
To Come ◽  
The Right

This research aims to create an integrated promotional strategy to maintain relationships with tourists in kuta tourism area in the new normal era. The strategy was formed using a reference from Customer Relationship Marketing (CRM). Customer Relationship Marketing (CRM) is a marketing activity that aims to find, establish and maintain relationships with customers. Data collection techniques are carried out through documentation, literature studies, observations and interviews. The sampling technique used is Purposive Sampling. The data obtained is analyzed using qualitative descriptive analysis techniques. Based on the research that has been done formed several strategies that can be used to maintain good relationships with tourists or customers. The strategies are grouped into 4 categories. The four categories are trust, commitment, communication and problem handling. In these circumstances maintaining a relationship with a traveler or customer is very important. The right strategy is needed so that when the tourism gate has reopened, then tourists or customers will not be reluctant to come visit. Keywords : Promotion Strategy, CRM, Kuta Tourist Area, New Normal

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 THE INFLUENCE OF SELF-SERVICE TECHNOLOGY AND CUSTOMER RELATIONSHIP MARKETING ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION

2021 ◽  
Vol 19 (1) ◽  
pp. 217-228
Author(s):  
Runita Kartika Sari Girsang ◽  
◽  
Sumiati Sumiati ◽  
Achmad Helmy Djawahir ◽  
◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Quantitative Research ◽  
Customer Relationship ◽  
Research Approach ◽  
Customer Relationship Marketing ◽  
Self Service ◽  
Self Service Technology

The purpose of this study is to explain the effect of self-service technology and customer relationship marketing on customer loyalty mediated by customer satisfaction. This research is quantitative research with an explanatory research approach. This research was conducted on customers who have an account at PT. Bank Central Asia, Tbk Tulungagung Branch, a minimum of three years is 82 respondents. Data collection uses questionnaires, documentation, and interviews with SmartPLS version 3.0 analysis tools. The result of the research shows that the direct influence of self-service technology influence on customer satisfaction and the influence of self-service technology on customer loyalty has a significant influence. The influence of customer relationship marketing on customer satisfaction and the influence of customer relationship marketing on customer loyalty has a significant influence. And, the effect of customer satisfaction on customer loyalty has a significant influence. The results of research for indirect influence, namely the influence of self-service technology on customer loyalty through customer satisfaction and influence customer relationship marketing to customer loyalty through customer satisfaction has mediation relationship. The next researcher needs to re-analyze self-service technology, customer relationship marketing as a variable that can increase customer loyalty in other companies that show different characteristics of the subjects of this study. Besides, it needs to be done on government bank customers who have certain characteristics, so that research can be generalized, namely to private companies or government companies.

scholarly journals The Customer relationship marketing as the antecedents to increasing customer loyalty

2020 ◽  
Vol 9 (5) ◽  
pp. 245-254
Author(s):  
Sudirman Zaid ◽  
Juharsah Juharsah ◽  
Hayat Yusuf ◽  
Nursaban Rommy Suleman
Keyword(s):  
Relationship Marketing ◽  
Customer Loyalty ◽  
Multivariate Regression ◽  
T Test ◽  
Customer Relationship ◽  
Test Results ◽  
Bank Branch ◽  
Insignificant Effect ◽  
Customer Relationship Marketing ◽  
Branch Office

This study aims to determine the implementation of the Customer Relationship Marketing (CRM) strategy in increasing Bank Bahteramas Customer Loyalty (CL) in Southeast Sulawesi. This research was conducted at 10 Bahteramas Bank Branch Offices in Southeast Sulawesi, namely; Kendari, Unaaha, Kolaka, Lasusua, Baubau, Raha, Wanci, Kasipute, Andoolo, Wanggudu. The sample in this study was 200 respondents who were distributed in all existing branch offices, where each branch office was taken, 20 respondents. The technique of determining the sample refers to the technique of accident sampling. This study uses multivariate regression. The results found that simultaneously CRM variables consisting of Bonding, Empathy, Reciprocity, Trust, and Commitment simultaneously had a significant effect on CL at Bahteramas Bank in Southeast Sulawesi. Then the partial test results (t-test) showed that: (1) Bonding as CRM strategy significantly influences on CL; (2) Empathy as CRM strategy has an insignificant effect on CL; (3) Reciprocal as CRM strategy has no significant effect on CL; (4) Trust as CRM strategy has a significant effect on CL; (5) Commitment as CRM strategy has a significant effect on CL.

scholarly journals Pengaruh Customer Relationship Marketing Terhadap Customer Loyalty Melalui Customer Value Pada Bank Jatim Di Jember

2017 ◽  
Vol 4 (2) ◽  
pp. 178
Author(s):  
Diah Yulisetiarini ◽  
Rizal Syahrial Riadi ◽  
Gusti Ayu Wulandari
Keyword(s):  
Relationship Marketing ◽  
Customer Loyalty ◽  
Customer Value ◽  
Customer Relationship ◽  
Customer Relationship Marketing ◽  
Oil Export

This research is aimed to analyse the influence of customer relationship marketing and customer value to customer loyalty in Bank Jatim Jember. This reserach using explanatory research aproach, the population are those customers who of bank jatim jember with obtained 110 respondents as sample using ferdinand formulas .The analyse method in this research using path analyse .The result of this research is customer relationship marketing significantly influenced customer value, customer relationship marketing significantly influenced customer loyalty, customer value significantly influenced customer loyalty . Keywords: Instability of exports, instability indexes, non-oil, export

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