ANALISIS KUALITAS CUSTOMER RELATIONSHIP MANAGEMENT, KUALITAS PELAYANAN DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH (STUDI KASUS BPRS BANGUN DRAJAT WARGA YOGYAKARTA)

YESI OKTAVIANI ANGGRAENI, NIM. 12390007 (2016) ANALISIS KUALITAS CUSTOMER RELATIONSHIP MANAGEMENT, KUALITAS PELAYANAN DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH (STUDI KASUS BPRS BANGUN DRAJAT WARGA YOGYAKARTA). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

This study aimed to examine the effect of customer relationship management, service quality and customer satisfaction on customer loyalty. Analysis of the data in this study is using multiple linear regression analysis by SPSS 16 software to test the research data. This research was conducted at Bank BPRS Bangun Drajat Yogyakarta using the survey method. This study respondent obtains as many as 100 people who become customers of the bank. The results of the analysis for this model shows that the variables of service quality and customer satisfaction and significant impact on customer loyalty. Only the variable of customer relationship management is no effect on customer loyalty, it can be seen from the results of the questionnaire can be. As well as other factors that cause insignificant CRM on customer loyalty, for example, less sophisticated technology owned by company so that the relationship could not be established either. The implication of this research is expected to help the banks to consider the factors of customer loyalty affect.

Item Type: Thesis (Skripsi)
Additional Information: DRS. A. YUSUF KHOIRUDDIN, SE., MSi
Uncontrolled Keywords: customer relationship management (CRM), service quality, customer satisfaction and customer loyalty
Subjects: Keuangan Syariah
Divisions: Fakultas Syariah dan Hukum > Keuangan Islam (S1)
Depositing User: H. Zaenal Arifin, S.Sos.I., S.IPI.
Date Deposited: 01 Aug 2016 08:51
Last Modified: 01 Aug 2016 08:51
URI: http://digilib.uin-suka.ac.id/id/eprint/21190

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