PENGARUH KINERJA CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP LOYALITAS PELANGGAN : Studi pada nasabah BNI Syariah di Indonesia

• Main Author: Devira Qibtiyah, - (Author)
• Format: Book
• Published: 2018-08-03.
• Subjects: Thesis; NonPeerReviewed
• Online Access: Link Metadata
• Notes: http://repository.upi.edu/35692/1/S_MBS_1401367_Title.pdf; http://repository.upi.edu/35692/2/S_MBS_1401367_Chapter1.pdf; http://repository.upi.edu/35692/3/S_MBS_1401367_Chapter2.pdf; http://repository.upi.edu/35692/4/S_MBS_1401367_Chapter3.pdf; http://repository.upi.edu/35692/5/S_MBS_1401367_Chapter4.pdf; http://repository.upi.edu/35692/6/S_MBS_1401367_Chapter5.pdf; http://repository.upi.edu/35692/7/S_MBS_1401367_Appendix.pdf
• Keywords: HD28 Management. Industrial Management; HG Finance; L Education (General)

Penelitian ini bertujuan untuk memperoleh gambarancustomer relationship management, gambaran loyalitas pelanggan, manifestasi bonding, trust, communication, commitment dan satisfaction pada customer relationship management, manifestasi repurchase intention, word of mouth, customer retentiondan customer value pada loyalitas pelanggan dan pengaruh customer relationship management terhadap loyalitas pelanggan. Jenis penelitian yang digunakan adalah deskriptif dan verifikatif. Metode yang digunakan adalah explanatory surveidengan ukuran sampel sebanyak 110 responden. Teknik analisis data yang digunakan adalah structural equation modeling (SEM) dengan alat bantu program AMOSfor Windows. Hasil temuan penelitian ini menunjukkan bahwa gambaran customer relationship management relatif lebih baik dari pada loyalitas pelanggan. Customer relationship managementmemiliki pengaruh yang positif dan signifikan terhadap loyalitas pelanggan. Kata Kunci: BNI Syariah, Customer Relationship Management, Loyalitas Pelanggan This study aims to obtain a description of customer relationship management, a description of customer loyalty, manifestation of bonding, trust, communication, commitment and satisfaction in customer relationship management, repurchase intention manifestations, word of mouth, customer retention and customer value on customer loyalty and influence of customer relationship management towards customer loyalty. The type of research used is descriptive and verification. The method used is explanatory survey with a sample size of 110 respondents. The data analysis technique used is structural equation modeling (SEM) with the AMOS for Windows program. The findings of this study indicate that the image of customer relationship management is relatively better than customer loyalty. Customer relationship management has a positive and significant influence on customer loyalty. Keywords: BNI Syariah, Customer Relationship Management, Customer Loyalty