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Harry Febriyan
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP CUSTOMER TRUST DAN CUSTOMER LOYALTY PADA BANK BRI CABANG PEKANBARU IMAM MUNANDAR. Febriyan, Harry; Sulistyowati, Lilis
Jurnal Tepak Manajemen Bisnis Vol 6, No 3 (2014)
Publisher : Jurnal Tepak Manajemen Bisnis

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Abstract

This study aimed to analyze the influence of Customer Relationship Management (CRM) to the Customer rTust and Customer Loyalty at Bank BRI Branch pekanbaru Imam Munandar . Quantitative r esearch 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 T rust. Customer Trusth as a significant influence on Customer Loyalty. While theoverall CRM significant effect on Customer Loyalty.Keywords: Customer Relationship Management (CRM), CustomerT rust,Customer Loyalty.
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 Lilis Sulistyowati Lilis Sulistyowati Zulkarnain Zulkarnain