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Zulkarnain Zulkarnain
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Journal : Jurnal Ekonomi

 1 
PENGARUH KUALITAS JASA DAN KEPUASAN NASABAH TERHADAP KEPERCAYAAN DAN LOYALITAS NASABAH KUR MIKRO BANK BRI KOTA DUMAI Eko Saputra; Zulkarnain Zulkarnain; Samsir Samsir
Jurnal Ekonomi Vol 26, No 2 (2018)
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Riau

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (200.839 KB) | DOI: 10.31258/je.26.2.p.1-17

Abstract

The purpose of this study was to analyze the influence of Service Quality, and Satisfaction Against Trust and Customer Loyalty KUR Mikro Bank BRI Kota Dumai. As for the population in this study are all KUR Mikro Bank BRI Kota Dumai totaling 3310 people. Sampling using proportional random sampling method. The sample in this study amounted to 97 customers of KUR Mikro Bank BRI Kota Dumai using Slovin formula. Technique of collecting data using questioner which contains statements based on the variables studied. Data analysis technique used in this research is Structural Equation Modeling (SEM) based on variance-PLS. From the research results obtained conclusion as follows: 1) Quality Service Service has a positive and significant impact on Customer Trust. 2) Customer Satisfaction has a positive and significant impact on Customer Confidence. 3) Service Quality has a positive and significant impact on Customer Loyalty. 4) Customer Satisfaction has a positive and significant impact on Customer Loyalty. 5) Customer Confidence has a positive and significant impact on Customer Loyalty. 6) Service Quality has a positive and significant impact on Customer Loyalty through Customer Confidence. 7) Customer Satisfaction has a positive and significant impact on Customer Loyalty through Customer Trust.
PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP CUSTOMER TRUST DAN CUSTOMER LOYALTY PADA BANK BRI CABANG PEKANBARU IMAM MUNANDAR. Harry Febriyan; Zulkarnain Zulkarnain; Lilis Sulistyowati
Jurnal Ekonomi Vol 22, No 4 (2014)
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Riau

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (494.153 KB) | DOI: 10.31258/je.22.4.p.78-94

Abstract

This study aimed to analyze the influence of Customer Relationship Management (CRM) to the Customer Trust and Customer Loyalty at Bank BRI Branch pekanbaru Imam Munandar. Quantitative research was conducted on a population of customer deposits with a total sample of 150 customers, Savings, deposits and current accounts using proportional stratified random sampling method. Data collection techniques used in this study is a survey and observation using data analysis techniques Path Analysis with SPSS. The results showed that all dimensions of CRM: People, Process, and Technology in partial significant effect on Customer Trust. Customer Trust has a significant influence on Customer Loyalty. While the overall CRM significant effect on Customer Loyalty.
Co-Authors A Halim Abror Aji Wicaksono Ade Cai Serini Marbun Ade Fahrizal Adelina Hasyim Afifah Rahmadini Afrizal Afrizal Agrina Agrina Agus Rahman Ibrahim Agustina Anisa Nur Aisyah AR Aisyah Fitria Akhmad Saiful Alfiah Salsabila Syifa Alif Hudan Hudan Almira Honesta Alvini Lestari Ambika Putri Swakartika Sari Amirah Maritsa Amirah MaritsaSTIKES Amanah Makassar Andari Mayasari Andi Fedrawan Andri Saputra Anwar, Anwar Arfah Unisa. S Ari Sandi Arif Ferdiansyah Arinza Regina Syuri Armis Armis Asrul Anas Astaria Br Ginting Atma Murni Ayu Dwi Lestari Ayu Febriani Azni Fajrilia Bagio, Bagio Bistok Saing Biyatmi Biyatmi Buchori Asyik Budiyono Budiyono Carina Serly Saputri Chandra Praba Dwi Saputra Chandra Putra Clara Sari Clariza Sherllyana Cut Murzalina Cynthia Wahyu Asrizal Daniel Monintja Daniel R Monintja Darwis AN Darwis AN Darwis Darwis Dedy Miswar Dedy Miswar Della Triandini Deny Danar Rahayu Dera Elfranita Derdjo Djony Saputro Dessy Wulandari Devi Yulia Dewi Puspitasari Dhea Raisa Darus Diah Putri Safera Diah Resti Rahayu Diah Septianingsih Dian Anisa Fitri Dian Aprilianti Dian Taruli Silitonga Dian Utami Diant Ratna Andhyka Sari Dina Noviana Djoko Umar Said Dwi Yuni Astuti Dwita Ayu Setioningrum Edy Haryono Eka Novella Dewi Eka Pratiwi Eko Media Deneski Eko Saputra Elda Elrin Hasanah Eldes Safitri Elfis Suanto Eliana Eliana Elis Natasya Elma Iryana Elyus Juniwan Emmidia Djonaedi Endah Gita Cahyani Eni Ayu Lestari Erni Mentari Fadelia Damayanti Fahmi Astathi Faisal Andryan Chairuddin Farah Atikah Farid Wadjdi Fatimah Usman Febrina Harianja Fepti Tri Wulandari Ferly Apriansyah Fida Al Hikmah Fikri Syahputra Finni Yulyoni Firdaus Firdaus Firma Pertiwi Firman Aziz Firman Firman Firman Nugroho Fuspa Dewi Gesha Octora Sonia Gunawan Indra Permana Gusti Rahman Hamdi Hamid Hanny Hafiar Harry Febriyan Hasrini Hasrini Hendri Purwanto Henni Noviasari Heriyadi Manan Heru Soendoro Hery Noer Aly I Gede Sugiyanta Indah Novita Dewi Indah Siti Aisyah Indah Yuliana indra indra Indra Tri Pangestu Intan Putri Nur Indah Sari Ira Rahmawati Irawan Irawan Irfan Hidayat Irhamsyah Hasibuan Irma Lusi Nugraheni Irsyadi Yani Iskandarsyah Siregar Ismah Rustam Ismail Thamrin Isti Diana Sari Ivo Rahmadini Lubis Iwan Dirwana Jafar Arifin, Jafar Jamilah Jamilah Jesicca Reza Utari Jia Maghfirah Jihan Faiza Johannes Saing Jushermi Jushermi Kaizan Kaizan Kaizan Kaizan Karina P Sangara Mara Karnelis Karnelis KARTIKOWATI KARTIKOWATI Kartini Hasballah Kartini Kartini Khairil Anwar Khusnul Mar'iyah Kiki Fatmala Kusai Kusai Lamtiurma Ronasari Sinaga Lilis Indrayani Lilis Sulistyowati Lily Hanifah Lina Sari Listumbinang Halengkara Lona Sari Luh Putu Ratna Sundari Lukman Hakim M. Isnaini M. Thoha B Sampurna Jaya Magdalena Sari Yulfita Manda Juniawan Mardewi Mardewi Mardhiah Abbas Mardliyah, Ainul Mareani Leppan N Maria Dewi Sulistyawati Maria Ulfa Rara Ardhika Marliani Marliani Marselendra Exprendy Ramadan Martanti Martanti Maryana Novita Maskun Maskun Maulana Putra Meri Herlina Meti Rismiati Miftahul Janah Mila Rima Dani Milati Eka Rini Minarni Shidiq Misnaniarti Misnaniarti Monica Simorangkir Much Enandang Muhamad Nur Ichwanuddin Muhammad Agus Muljanto Muhammad Fazlan Muhammad Samman Muhammad Satrio Muhammad Thoha B.S. Jaya Muhammad Yasir Muhammad Yunus Ahmad Muher Sukmayanto Muji Prasetioasih Muji Slamet Lestari Mukhlis Mustofa Mulya Sari Mulyadi Mulyadi Mulyono S. Baskoro Musrifin Ghalib Nadia Ulfa Nahor Murani Hutapea Najmah Najmah Nani Suwarni Nanik Oktavia Naomi Nababan Naufal Rabbany Nelvita Febrina Hasan Neti Betria Sari Nining Sumiarti Novi Kurnia Utami Novi Maulina Novia Anggraini Noviasari Henni Novika Sari Novita Sari Noviyani Noviyani Novliadi, Ferry Nur Ayu Asrhi Nur Eka Kusuma W Nur Fadilah Nur Hamimah Nur Hayati Nur Intan Rengganis Rahmawati Nur Sifatullah Nurfadilla Nurfadilla Nurfaijal Nurfaijal Nurhartanto Nurhartanto Nurhikmah Nurhikmah Nurlaili Nurlaili Nursanti Aida Nuru Riani Nurul Fadhilah Tsani Ocik Lestari Offy Resdiantari Okta Vianti Ona Lestary Tondang Pargito Pargito Pariati Pariati Pasaribu Fernanda Nella Petrus, Risma Pitriyani Pitriyani Popy Lorenza Puput Iswandyah Raysharie Putri Mauliapita Gumelinsi Putri Nadia Putri Yuanita Putu Kriya Santi Ganggayani Qorri Hidayati M Rafin Hidayat Rahma Kurnia Sri Utami Rahmaddiansyah Rahmaddiansyah Rahman Marlingga Rahman Rahman Rahmat Rahmat Ranti Silvia Reddy Prayoga Reeky Fardinata Refda Niari Rena Mukti Sari Reza Firdian Ruswanda Rezania Razali Ridho Nurhidayat Rima Melati Rina Amelia Rini Dian Anggraini Rini Ekawati Risa Nursila Rizani Amran Rizki Ananda Hsb Robert Simangunsong Ronny I. Wahju Ronny Malavia Mardani Rosana Rosana Rostika Flora Rr. Lita Hadiati Wulandari Sagala Putri Indah Nancy Sahrayani Sahrayani Sakur, Sakur Salnia Ramadani Salsabila Salsabila Saminan Saminan Samsir Samsir Sangka, Yuliana Sella Alpiana Nanda Pratama Selviana Saraswati Selvindari Dwi Silfiah, Rossa Ilma Sipuan Sipuan Sirajuddin Sirajuddin Siti Hajijah Br. Siregar Siti Nurul Alifah Siti Pahrun Nisa siti rahmah Sonivia Gunawan Sri Nurlailah Saputri St Aisyah Sijid St. Aisyah Sijid Suci Dahlya Narpila Suci Rahayu Sudarmi Sudarmi Sugeng H. Wisudo Sugeng Widodo Sujianto Sujianto Sulaeman Martasuganda Sumadi Sumadi Sumarni Sumarni Suprapno Suprapno Supriyadi Supriyadi Suradi Suradi Suryani Hardjo Suyudi Suyudi Syarif Hidayat Amrullah Syintia Dewi Ananta Shinta Dewi Syofni Syofni Syukur Kholil T Fauzi Tania Dwi Tamara Taufiqurrahman Taufiqurrahman Tengku Riza Zarzani N Tesalonika Tesalonika Tiara Safitri Titi Solfitri Titin Dwi Agustiningrum Tri Wicakseno TRI WULANDARI Tria Yanuariska Trisnaningsih Trisnaningsih Triyana Agustina Silaban Ulfa Mila Sari Ummah Nurjannah Uswatun Khasanah Vera Dani Astuti Viva Desi Handayani Wahyu Ragil Wahyudi Al Fajar Muhammad Wan laura Hardilawati Wayan Juana Riskawati Wenda Norita Wendy Prasetyo Whisnu Setyo Permadi Widiya Wati Wilda Nuraida Wina Triani Windi Yudistira Wita Yulia Y Gigih Anggi T W Y. A. Wahyuddin Yadi Arodhiskara, Yadi Yarmadi Yarmadi Yarmaidi Yarmaidi Yazid Dimyati Yenita Roza Yeti Ratna Sari Yolanda Frastika Yonasri Yulia Resti Yuliana Ria Ariska Yunidar Buana Yunisca Nurmalisa Yusmala Adinta Yusnadi Yusnadi Yuyut Ariyanto Zahratul Aini Zahrawi Astrie Ahkam Zakiah Zakiah Zinatul Hayati Zuhri D