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 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 Pengaruh Kualitas Pelayanan Dan Customer Relationship Management Terhadap Loyalitas Nasabah Pada Bank BRI

2020 ◽  
Vol 4 (02) ◽  
pp. 26-38
Author(s):  
Erline Erline ◽  
Boby Saputra
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Relationship Management ◽  
Positive Influence ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Branch Office

This study aims to determine whether service quality affects customer loyalty at BRI Bank Muara Teweh Branch. Does Customer Relationship Management affect customer loyalty at BRI Bank Muara Teweh Branch Office This research method uses the data analysis technique used, namely the analysis of Structural Equation Modeling from the IBM SPSS Statistics Amos version 20 program AMOS (Analysis of Moment Structures) analysis program Structural Equation Modeling (SEM) a covariance-based The results of this test show significant results with a CR value of 3.848> 1.96 and the p number is 0.000, this number is far below 0.05 so that H0 is rejected and H1 is accepted, which means that there is an influence between service quality on customer loyalty This test shows significant results with a CR value of 2.322> 1.96 and the p number is 0.006, this figure is far below 0.05 so that H0 is rejected and H1 is accepted, which means that there is an influence between customer relationship management on customer loyalty The results of the study concluded that service quality variables have a significant and positive influence on customer loyalty variables customer relationship management have a significant and positive influence on customer loyalty. For further researchers, it is suggested that the Muara Teweh branch of BRI bank improve the quality of their services to increase customer loyalty.  

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 Customer Relationship Management: A Tool for Customer Loyalty (A Case Study of Some Selected Hotels in Hawassa)

2020 ◽  
Vol 1 (1) ◽  
pp. 16-26
Author(s):  
Andualem Walelign
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Descriptive Research ◽  
Loyal Customer ◽  
Conflict Handling ◽  
Communication Conflict

The main aim of this study was to investigate customer relationship management and customers’ loyalty in Hawassa city selected hotels by applying CRM dimensions of bonding, communication, conflict handling, empathy, responsiveness and trust. Convenience sampling technique was used to collect data from customers of the selected hotels. In line with the objective, descriptive research methods were used to examine the customers’ perceptions of CRM practices and future behavioral intentions. Inferential statistics were used to see the relationship between dependent and independent variables as well as to investigate cause and effect relationships. The key finding showed that there was a positive and significant effect of CRM dimensions of communication, conflict handling, empathy and trust on customer loyalty and selected hotel guests loyalty status shows that they were slightly intended to be loyal customer to the selected hotels. Bonding and responsiveness did not significantly affect guests’ loyalty.

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 MODEL LOYALITAS PELANGGAN BERBASIS CUSTOMER RELATIONSHIP MANAGEMENT (Studi Kasus pada Usaha Distro Districtsides dan Smith Semarang)

2017 ◽  
Vol 18 (2) ◽  
pp. 119
Author(s):  
Agustina Maulidatur Rika
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Test Results ◽  
Brand Trust ◽  
Validity And Reliability ◽  
Minimum Age

This study aimed to describe and analyze the effect of customer relationship managementon customer loyalty to the brand trust and customer satisfaction as an intervening variable.The population used is that consumers who buy at Distro Districtsides and Smith Semarang.By using purposive sampling technique, which specializes in consumer buying in distributionsDistrictsides and Smith Semarang minimum age of 20 years and above, then obtaineda sample size of 100 respondents. A tool of analysis is path analysis with SPSS, wherepreviously tested the validity and reliability and classic assumption test. The test results indicateCustomer Relationship Management positive and significant impact on brand trust. CustomerRelationship Management has a positive and significant impact on customer satisfaction. Thetrust has a positive and significant impact on customer satisfaction. Customer RelationshipManagement, brand trust and gratification of customers also have a positive and significantimpact on customer loyalty. The test results Sobel test shows that brand trust is able to becomean intervening variable between Customer Relationship Management to customer satisfaction.Customer satisfaction is able to become an intervening variable between brand trust andloyalty of customers. Brand trust is able to become an intervening variable between CustomerRelationship Management on customer loyalty. Customer satisfaction is able to be variableintervening between Customer Relationship Management on customer loyalty.Keywords: Customer Relationship Management, brand trust, customer satisfaction andcustomer loyalty

scholarly journals Importance of Customer Relationship Management in Customer Loyalty (Brangkal Offset of East Java, Indonesia)

2015 ◽  
Vol 1 (1) ◽  
pp. 29-35
Author(s):  
Chamdan Purnama
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Relationship Management ◽  
Sampling Technique ◽  
Customer Relationship

This study examines the importance of customer relationship management to increase customer loyalty. The study uses two years’ data on 71 customers (respondents)of Brangkal Offset chosen on the basis of a random sampling technique. Results of this investigation indicate that important aspects of customer relationship management are people, process, and technology both partially and simultaneously have an impact on the increase of customer loyalty.

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 ANALYSIS OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) INFLUENCE ON SATISFACTION AND ITS IMPACT ON CONSUMER LOYALTY OF PT. RAHARJA DUTA SOLUSINDO

2020 ◽  
Vol 1 (4) ◽  
pp. 437-447
Author(s):  
Ratih Dewi Sumantri ◽  
Moch. Mukti Ali ◽  
Arissetyanto Nugroho
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Survey Methods ◽  
Relationship Management ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Relationship Of

The purpose of this study was to study the Analysis of the Influence of Customer Relationship Management  (CRM) on Satisfaction and Its Impact on Customer Loyalty of PT. Raharja Duta Solusindo by measuring indicators that influence the Customer Relationship Management (CRM) variable, Customer Satisfaction and Loyalty. This research uses descriptive research design using survey methods. Sampling uses certain criteria where respondents have attended at least 1 training at PT. Raharja Duta Solusindo as a sampling technique. This study discusses using structural equation modeling (SEM) - Lisrel to discuss the significance of the relationship of the overall model and predetermined pathway. The findings show that the variable Customer Relationship Management (CRM) shows a positive and significant impact on Satisfaction, Customer Relationship Management (CRM) has a positive and significant effect on Customer Loyalty and customer satisfaction shows positive and significant impact on customer loyalty.

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 < 1,985 and not significant 0,423 > 0,05 to customer loyalty. b) customer satisfaction variables have a positive effect of 0,218 < 1,985 and not significant 0,828 > 0,05 to customer loyalty. c) variable of reliability have positive effect 2,254 > 1,985 and significant 0,027 < 0,05 to customer loyalty. d) Responsiveness variable has positive effect 8.173 > 1.985 and significant 0.000 < 0,05 to customer loyalty. e) the assurance variable has a positive effect 0,983 < 1,985 and not significant 0,328 > 0,05 to customer loyalty. f) empathy variables have negative effect -2,615 > 1,985 and significant 0,011 < 0,05 to customer loyalty. g) tangible variable has a positive effect of 2,791 > 1,985 and significant 0,006 < 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.

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