MUHAMMAD AZHAR ANAS, NIM: 17208010037 (2020) PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT, SERVICE QUALITY DAN CUSTOMER EXPERIENCE TERHADAP KEPUASAN DAN LOYALITAS NASABAH PADA BANK WAKAF MIKRO DI YOGYAKARTA. Masters thesis, UIN SUNAN KALIJAGA YOGYAKARTA.
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Text (PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT, SERVICE QUALITY DAN CUSTOMER EXPERIENCE TERHADAP KEPUASAN DAN LOYALITAS NASABAH PADA BANK WAKAF MIKRO DI YOGYAKARTA)
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Text (PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT, SERVICE QUALITY DAN CUSTOMER EXPERIENCE TERHADAP KEPUASAN DAN LOYALITAS NASABAH PADA BANK WAKAF MIKRO DI YOGYAKARTA)
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Abstract
This study aims to explain the effect of Customer Relationship Marketing, Service Quality, Customer Experience on customer satisfaction and customer loyalty. The number of samples in this study were 107 customers at the Krapyak Mandiri Independent Micro Blessing Bank in Yogyakarta who paid without collateral. The data analysis method used is Structural Analysis Modeling (SEM). The results showed that Customer relationship marketing has a significant effect on customer satisfaction with a probability value of 0.043. Service Quality has a significant effect on customer satisfaction with a probability value of 0.002. Customer Experience has a significant effect on customer satisfaction with a probability value of 0,000. Customer Satisfaction has a significant effect on customer loyalty with a probability value of 0,000.
Item Type: | Thesis (Masters) |
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Additional Information: | Dr. ABDUL HARIS, M.Ag |
Uncontrolled Keywords: | Customer Relationship Marketing, Service Quality, Customer Experience, kepuasan, dan loyalitas nasabah |
Subjects: | Ekonomi Syariah |
Divisions: | Fakultas Ekonomi dan Bisnis Islam > Ekonomi Syariah (S2) |
Depositing User: | Drs. Mochammad Tantowi, M.Si. |
Date Deposited: | 15 Nov 2021 09:20 |
Last Modified: | 15 Nov 2021 09:20 |
URI: | http://digilib.uin-suka.ac.id/id/eprint/46632 |
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