%A NIM.  12390007 YESI OKTAVIANI ANGGRAENI
%O DRS. A. YUSUF KHOIRUDDIN, SE., MSi
%T ANALISIS KUALITAS CUSTOMER RELATIONSHIP MANAGEMENT,
KUALITAS PELAYANAN DAN KEPUASAN NASABAH TERHADAP
LOYALITAS NASABAH
(STUDI KASUS BPRS BANGUN DRAJAT WARGA YOGYAKARTA)
%X 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.
%K customer relationship management (CRM), service quality, customer
satisfaction and customer loyalty
%D 2016
%I UIN SUNAN KALIJAGA YOGYAKARTA
%L digilib21190