PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP PROGRAM KEPUASAN NASABAH BANK MUAMALAT KC YOGYAKARTA

Hanik Alfiah, NIM.: 18108020098 (2024) PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP PROGRAM KEPUASAN NASABAH BANK MUAMALAT KC YOGYAKARTA. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

Advancements in the economic sector in Indonesia, particularly in the service sector, have created significant competition, including in the banking sector. The purpose of this research is to determine the impact of CRM on the Customer Satisfaction Program at Bank Muamalat KC Yogyakarta. This study employs quantitative research methods. The technique used is Nonprobablity Sampling with a saturated sampling method involving 50 respondents from the employees of Bank Muamalat KC Yogyakarta. The data in this study were analyzed using SPSS 20.0 software. The result of this research indicate that Focusing on Key Customers, Organizing Around CRM, Managing Knowledge, and Incorporating CRM-Based Technology have significant influence on the Customer Satisfaction Program at Bank Muamalat KC Yogyakarta.

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