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All Journal Creative Information Technology Journal CSRID (Computer Science Research and Its Development Journal) Journal Of Management Science (JMAS) International Journal of Economics, Business and Accounting Research (IJEBAR) eCo-Buss Journal of Enterprise and Development (JED) Ilomata International Journal of Management Abdi Masyarakat Enrichment : Journal of Management Attractive : Innovative Education Journal Community Development Journal: Jurnal Pengabdian Masyarakat Pedagogy : Journal of English Language Teaching Ilomata International Journal of Management Jurnal Ilmiah Wahana Pendidikan Jurnal Ekonomi Mejuajua Jurnal Ilmiah Manajemen, Bisnis dan Kewirausahaan Journal of Management and Digital Business Journal of Applied Management Research Jurnal Multidisiplin West Science Madani: Multidisciplinary Scientific Journal Socius: Social Sciences Research Journal International Journal of Economic, Finance and Business Statistics (IJEFBS) Da'watuna: Journal of Communication and Islamic Broadcasting El-Mujtama: Jurnal Pengabdian Masyarakat Jurnal Riset Ilmiah JEMBA: Journal of Economics, Management, Business, and Accounting International Journal of Economics, Business Management and Accounting Primary Journal of Multidisciplinary Research
Ana Fitriana
Jurusan Sistem Informasi STMIK Pontianak Jl. Merdeka No. 372 Pontianak, 0561-735555
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Journal : Creative Information Technology Journal

 1 
Pengaruh E-Marketing dan E-CRM terhadap Loyalitas Nasabah Menggunakan Internet Banking Bank Syariah Mandiri Fitriana, Ana
Creative Information Technology Journal Vol 4, No 4 (2017): Agustus-Oktober
Publisher : UNIVERSITAS AMIKOM YOGYAKARTA

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (257.655 KB) | DOI: 10.24076/citec.2017v4i4.124

Abstract

Untuk semakin meningkatkan layanan kepada nasabah, Bank Syariah Mandiri memanfaatkan teknologi internet yang mempermudah pihak bank melayani nasabah mereka selama 24 jam non stop dengan mengusung BSMnet sebagai internet banking. Kehadiran internet memfasilitasi pihak bank untuk melakukan pemasaran dan pelayanan secara elektronik. BSMnet diharapkan dapat memaksimalkan layanan perbankan Bank Syariah Mandiri kepada nasabahmereka di Pontianak khususnya. Maka tujuan dalam penelitian ini adalah untuk mengetahui pengaruh e-Marketing dan e-CRM pada BSMnet terhadap e-Loyalty nasabah Bank Syariah Mandiri cabang Pontianak, sehingga dalam penelitian ini terdapat tiga variabel, yaitu eMarketing (X1), e-CRM (X2) dan Perilaku Pembelian e-Loyalty (Y). Untuk menjawab tujuan penelitian dilakukan analisa secara eksplanasi-asosiatif dengan uji regresi linier berganda. Penelitian dilakukan terhadap 75 responden nasabah Bank Syariah Mandiri, dimana penarikan sampel dilakukan dengan metode purposive sampling. Hasil analisis uji regresi linier berganda menunjukkan bahwa variabel e-Marketing (X1), e-CRM (X2) berpengaruh positif terhadap eLoyalty nasabah Bank Syariah Mandiri cabang Pontianak baik secara parsial (sendiri-sendiri) maupun simultan (bersama sama) meskipun perannya belum menunjukkan pengaruh yang tinggi. Kata Kunci — e-Marketing, e-CRM, e-LoyaltyTo further improve the services to customers, Syariah Mandiri Bank make uses of the internet technology to simplify the bank services to their customers within 24 hours non-stop with BSMnet supported as internet banking. The present of internet facilitates the bank to do marketing and electronic service. BSMnet is expected to maximize the banking services of Syariah Mandiri Bank to their customers especially in Pontianak. Then the purpose of this study is to figure out the influence of e-marketing and e-CRM in BSMnet to Syariah Mandiri Bank e-loyalty customers branch of Pontianak, then there are 3 variables, namely e-marketing (X1), e-CRM (X2), and behaviour of purchasing e-loyalty (Y). To answer the goals of this study then associative explanatory analysis is conducted with multiple linear regression test. 79 Syariah Mandiri Bank customers become the respondents in this study, where the sampling is done by purposive sampling method. The result of associatve explanatory analysis with multiple linear regression test indicates that e-marketing (X1) and e-CRM (X2) varibles influence positively to e-loyalty of Syariah Mandiri Bank branch of Pontianak both partially or simultaneously although the role has not indicated the high influence.Keywords — e-Marketing, e-CRM, e-Loyalty
Co-Authors A, Ahmadi Adinda, Chery Afani, Afani Ahmad Shalahuddin, Ahmad AHMADI Akhasha, Nadia Andika, Wahyu Annisa Fitri, Annisa Anwar Azazi Aprilliani, Shifa ARDIANSYAH ARDIANSYAH Arifin Firdaus Ariqoh, Daffa Asri Ashadi, Ardi Audisty Prana Hardayu Barkah Barkah, Barkah Calvin Calvin Calvin Daud, Ilzar Devi Nurmalia Diawanto, Fery Dwiputra, Wahyu Ediansyah, Ediansyah Eka Prastya Nugraha, Aryan Ema Trisnawati Endar Sulistyowati Erna Listiana Erna Listiana Ernita Sari Nurwahyuni, Hesti Fajri Habibi, Fajri Fasius, Bony Fathurrahman, Akhwal Fauzan, Ahmad Hilmi Fauzan, Rizky Febriana, Cika Firdaus, Angelika G, Giriati Gusti Hardiansyah Hafid, Khairunissa Hans, M. Hamka Harry Setiawan Helma Malini, Helma Heriyadi, Heriyadi Hermanto, Dicky Irdhayanti, Efa Irene, Novi Juniwati Juniwati Kalis, Maria Christiana Iman Latifah Latifah Maharani, Berliana Maharani, Rista Maria Christiana Iman Kalis, Maria Christiana Moh. Rasyid Ridho Muhammad Afif Mustaruddin Nikki Tri Sakung, Nikki Tri Nofiansyah,  Wahyu Nur Afiah, Nur Nurnalisa Oktavianto, Angga Penampe, Marie Anne Ester Phengdrawan, Jonassen Purmono, Bintoro Bagus Purnomo, Bintoro Bagus Putri Pangestika, Putri Qurrotul Aeni, Qurrotul Rabbani, Ammar Ramadhianti, Risa Rivaldo, Karis Rizal, Fakhri Rokhuma, Chubbi Millatina Satria, Dimas Septiarni, Marsa Shandy, Jose Haris Sulityowati, Endar Syahbandi Titik Rosnani Trianto, Yohanes Adi Vanessa, Vivian Wahidah, Nina Ikhwati Wahyu Nofiansyah, Wahyu Waldi Wendy Wenny Pebrianti Widya, Tri Widyaningrum, Belinda Putri Yulyaningsih, Veronika Bella