Article Per Year (5 Year)
p-Index From 2021 - 2026
0
P-Index
This Author published in this journals
All Journal Jurnal Manajemen Update
R. Haryo Briantoro_ B12111021, R. Haryo Briantoro_
Unknown Affiliation
Decision Sciences, Operations Research & Management

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
THE INFLUENCE OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) ON CUSTOMER LOYALTY AND CUSTOMER SATISFACTION AS MEDIATOR VARIABLE IN PT. BANK MANDIRI (PERSERO) TBK, BRANCH TANJUNGPURA PONTIANAK B12111021, R. Haryo Briantoro_
Jurnal Manajemen Update Vol 4, No 4 (2015): Jurnal Mahasiswa Manajemen
Publisher : Jurnal Manajemen Update

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

This study aims to determine the influence of CRM towards customer satisfaction and customer loyalty. The research method used in this research is quantitative research methods, the research objects are Customers of Bank Mandiri Tanjungpura Pontianak with sample 100 respondents. Data was collected by questionnaire. This research use path analysis to analyze the data.The result shows that Variable technology has a positive and not significant influence towards customer satisfaction, and also has a positive and significant influence on customer loyalty. Variable people have a positive and not significant influence towards customer satisfaction, and also have a positive and significant influence towards customer loyalty. Variable process has positive and significant influence towards customer satisfaction, and also has a positive and not significant influence towards customer loyalty. Variable customer satisfaction has positive and significant influence towards customer loyalty.Keywords: CRM, technology, people, process, customer satisfaction, customer loyaltyINTRODUCTION
Co-Authors