Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Jurnal Riset Akuntansi Politala
Khusnul Khotimah
UIN Maulana Malik Ibrahim Malang
Economics, Econometrics & Finance

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

Found 1 Documents
Search

 1 
IMPLEMENTASI CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SEBAGAI UPAYA UNTUK MENINGKATKAN CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY (STUDI KASUS PADA BSI KCP MALANG SOETTA) Khusnul Khotimah; Eka Wahyu Hestya Budianto
Jurnal Riset Akuntansi Politala Vol 7 No 3 (2024): Jurnal Riset Akuntansi Politala
Publisher : Pusat Penelitian dan Pengabdian bagi Masyarakat Politeknik Negeri Tanah Laut

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34128/jra.v7i3.396

Abstract

This study aims to determine the extent of the role of CRM in increasing customer satisfaction and loyalty in the long term for good sustainability, especially by applying existing Islamic values, especially in sharia-based banking such as BSI KCP Malang Soetta. The research conducted in 2024 is qualitative with a descriptive approach using primary and secondary data collected through library data, interview techniques, observation, and documentation. The data analysis process starts from the process of data collection, reduction, presentation and conclusion drawing to produce findings about what motivates the application of CRM such as relationships that are considered unique, the application of the pareto law, research 68% of customers leave due to poor service etc.. How the procedures for implementing CRM can be done with 3 strategies namely one off one marketing, partnering programs, and continuity marketing. Including the impact and obstacles that must be faced from the implementation of CRM.
Co-Authors Eka Wahyu Hestya Budianto