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 The Influence of Service Quality, Brand Image and Customer Relationship Management (CRM) on Customer Loyalty of Mini Market Customers in East Bekasi

2021 ◽  
Vol 58 (1) ◽  
pp. 236-246
Author(s):  
Resti Hardini Et al.
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Brand Image ◽  
Relationship Management ◽  
Positive Influence ◽  
Customer Relationship ◽  
Primary Data ◽  
Test Results ◽  
Regression Methods

The Influence of Service Quality, Brand Image and Customer Relationship Management on Indomaret mini market customer loyalty in Pedurenan, East Bekasi areobjectives of this study. In this study using primary data by distributing questionnairessample used was 100 respondents. Results of calculations using multiple regression methods obtained byresults of a standardized regression, namely Y = 3.316 + 0.338X1 + 0.298X2 + 0.222X3. Service Quality variable (X1) gavelargest contribution of 0.338 andBrand Image variable contributed 0.928 and CRM contributed 0.222 to Loyalty. F test results showed thatindependent variables used in this study were able to explainvariation ofdependent variable changes namely Loyalty soit can be stated thatmodel developed in this study was feasible. Independent variables have a significant and positive influence on loyalty. R square value shows thatpercentage ofindependent variables on Loyalty with R square value obtained by 50.2%.

scholarly journals Pengaruh Brand Image, Service Quality, dan Customer Relationship Management Terhadap Customer Loyalty

2019 ◽  
Vol 3 (5) ◽  
pp. 56
Author(s):  
Samuel Hendy ◽  
Keni Keni
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Brand Image ◽  
Positive Impact ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Online Questionnaire ◽  
Coffee Shops

This research is being shown in order to learn how brand image, service quality and customer relationship management can affect customer loyalty one of these coffee shops in Jakarta. This research can be classified as quantitative and descriptive research which consist of primary data that being gather by online questionnaire, in other word survey. These coffee shops customer that located in Jakarta are the sample in this research. The data that has been gathered are being collected from 150 customers. As the result, this research shown from these coffee shops customer in Jakarta are 1) Brand image affect the customer loyalty in positive way. 2) Service quality give positive impact toward customer loyalty. 3) There are positive clout that customer relationship management give toward customer loyalty

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 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 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 PENGARUH KUALITAS LAYANAN, NILAI PELANGGAN, CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (STUDI PADA PT. BPR PRIMA MULTI MAKMUR)

2021 ◽  
Vol 11 (2) ◽  
pp. 152
Author(s):  
Mochammad Faisal Fadli
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Customer Value ◽  
Census Data ◽  
Relationship Management ◽  
Customer Relationship ◽  
Significant Positive Effect ◽  
Positive Effect

This study aims to determine the effect of Service Quality, Customer Value, Customer Relationship Management (CRM) on Customer Satisfaction and Customer Loyalty of PT. BPR Prima Multi Makmur. The population is 88 customers with the sampling technique used is the census. Data obtained by using a questionnaire and documentation. The data analysis technique uses path analysis. The results showed that the Customer Value Variable (X2) had a significant and positive influence on the Customer Satisfaction variable (Y1). The Service Quality variable (X1) has a significant positive effect on the Customer Loyalty variable (Y2). The Customer Value variable (X2) has a significant positive effect on the Customer Loyalty variable (Y2). The CRM variable (X3) has a significant positive effect on the Customer Loyalty variable (Y2). The Customer Satisfaction variable (Y1) has a significant positive effect on the Customer Loyalty variable (Y2). Based on the research conclusions, it can be suggested the following: The company, in this case PT. BPR Prima Multi Makmur, must pay attention to the significant pathways in this research in order to add and retain customers better

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.

scholarly journals Pengaruh Harga, Kualitas Pelayanan, dan Costumer Relationship Management Terhadap Keputusan Pembelian Pada Asuransi Astra (Garda OTO)

2021 ◽  
Vol 4 (2) ◽  
pp. 673-679
Author(s):  
Dhita Adriani Rangkuti ◽  
Mey Monita Lestari Manalu ◽  
Sartika Nanda Lestari ◽  
Brian Robuli ◽  
Irfan Boy Samosir
Keyword(s):  
Service Quality ◽  
Hypothesis Testing ◽  
Customer Relationship Management ◽  
Significant Influence ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Test Results ◽  
Purchasing Decisions ◽  
F Test

The purpose of this study was to determine and analyze the effect oprice, service quality, and customer relationship management on the purchase decision of Asuransi Astra Garda OtoMedan, JL.ImanBonjol. The data used are primary data obtained from the answer of 85 respondents by accidental sampling method. Data collection techniques used in this study used a questionnaire and interview technique. Data analysis techniquesin the study used linear regression, classic assumption  tests, hypothesis testing (t test and f test) and the coefficiecnt of determination. Hypothesis testing results indicate that partially (t) obtained value for t count price of 2,833 > t table 1,658 and sig value obtained 0,005<0,05 which means that price has a positive and significant influence on purchasing decisions in using Astra Insurance services (Garda Oto). Partially obtained value for service quality tcount 5.152 >ttable 1.658 and sig value obtained 0.000 <0.05 which means that service quality has a positive and significant influence on purchasing decisions in using Astra Insurance (Garda Oto) services, partially obtained value for customer relationship management t count 8.878 > 1.658 t table and the sig value obtained is 0.000 <0.05 which means that customer relationship management has a positive and significant influence on purchasing decisions in using Astra Insurance (Garda Oto) services, for the F test results obtained calculated F value = 77.769 > f table (2.69), and a significance probability of 0.000 <0.05, meaning that simultaneously prices, service quality and customer relationship management have a positive and significant effect on purchasing decisions in using Astra Insurance Services (Garda Oto). Keywords: Price, Service Quality, and Customer Relationship Management.

scholarly journals Sistem Informasi Dengan Pendekatan Customer Relationship Management (CRM) Menggunakan Metode Service Quality

2020 ◽  
Vol 19 (1) ◽  
pp. 34-40
Author(s):  
Diah Tri Wahyuni ◽  
Tacbir Hendro Pudjiantoro ◽  
Asep Id Hadiana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Secondary Data ◽  
Customer Relationship ◽  
Primary Data ◽  
Customer Perceptions ◽  
The Right ◽  
The Cost

Anna Salon Spa is a beauty care business or service that provides various kinds of treatments. Primary data were obtained from interviews with Anna salon spa employees, while secondary data used library sources and research results and data collection techniques used interview, observation and documentation techniques. In this study, problems were found such as the difficulty in determining customer loyalty, the difficulty in calculating the cost optimally, the difficulty in conducting transaction recapitulation because there may be data missing or not being calculated correctly because Anna Salon Spa is still recording the data in the ledger. In addition, another problem that arises is the delivery of promotions that take more time because they have to send the same message one by one to customers or via Instagram and Facebook. The method uses the calculation of the actual value of service quality by comparing the value of customer perceptions with the value of customer expectations and expressed in percent, this method aims to determine the extent of service performance and measure customer satisfaction. To solve this problem is to build an information system with a web-based customer relationship management (CRM) approach that provides input to the applications used by Anna Salons Spas so as to provide comfort and satisfaction for customers and can help provide better, timely information systems. , and is accurate and recommends the right service so that it benefits the company. The use of service quality methods in this study is to know the value and measure customer satisfaction through the questionnaire given to customers.

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