Please use this identifier to cite or link to this item: http://repository.uinjkt.ac.id/dspace/handle/123456789/35427
Title: Pengaruh Customer Relationship Management (CRM), e-banking service quality dan citra perusahaan terhadap loyalitas nasabah (studi kasus pada Bank Muamalat)
Authors: Agitia Rachmawa
Advisors: Lies Suzanawaty
Keywords: Customer Relationship Management (CRM);e-banking service quality and corporate image
Issue Date: May-2017
Publisher: Fakultas Ekonomi dan Bisnis
Abstract: The purpose of this study is to analyze the influence of customer relationship management (CRM), e-banking service quality and corporate image toward customer loyalty simultaneously in Muamalat Bank, to determine the effect of customer relationship management (CRM), e-banking service quality and corporate image on customer loyalty partially in Muamalat Bank. The sample used in this research are 97 respondents of Muamalat Bank Customer. This research use a multiple linear regression analysis. The obtained data is a primary data from the result of respondent’s answer to the distributed questionare. The result of this research shows that there is a simultaneous effect between customer relationship management (CRM), e-banking service quality and corporate image toward customer loyalty. The result of this result also shows that there are partially, customer relationship management (CRM), e-banking service quality and corporate image have a significant influence on customer loyalty. The coefficient of determination shows that customer loyalty can be explained by customer relationship management (CRM), e-banking service quality and corporate image by 34,3% while the remaining 65,7% (100%-34,3%) are influenced by other variables which not included in this research.
URI: http://repository.uinjkt.ac.id/dspace/handle/123456789/35427
Appears in Collections:Skripsi

Files in This Item:
File SizeFormat 
AGITIA RACHMAWATI-FEB.pdf2.37 MBAdobe PDFView/Open


Items in UINJKT-IR are protected by copyright, with all rights reserved, unless otherwise indicated.