IMPLEMENTASI CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING DI BANK JATENG SYARIAH KCP SRAGEN

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IMPLEMENTASI CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING DI BANK JATENG SYARIAH KCP SRAGEN

Sekar Ayu Khinanti - Nama Orang; AGUNG ABDULLAH - Nama Orang;

ABSTRACT Every year Islamic banks always experience an increase in the number of customers, especially in savings products. This shows that the interest of the Indonesian people in Islamic banks is growing. Bank Jateng Syariah Sragen is required to be able to compete in creating and retaining customers, not only with conventional banking but also with other Islamic banks. Therefore, Bank Jateng Syariah must be able to develop even better goals, namely how to increase loyal customers to the company. One of the banking strategies to increase customers by connecting further to their customers is by using a Customer Relationship Management (CRM) strategy. The three components of CRM in this study are people (employees), processes, and technology. This study uses quantitative research methods. The quantitative research method is research conducted using numbers as a tool to measure a particular research object, this quantitative research uses a deductive mindset that studies an object using more specific/detailed concepts. The object of this research is the customer of Bank Jateng Syariah Sragen. The result show that Customer Relationship Management have significant relation with Customer Loyalty through Customer Satisfaction. Variable Customer Satisfaction in this research is intervening variable to Customer Loyalty. The conclusion of this research proves that with the existence of Customer Satisfaction, then the customer’s perception of Customer Loyalty will increase. Keywords: Customer Relationship Management, Customer Loyalty, Customer Satisfaction.

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Informasi Detail

Judul Seri: -
No. Panggil: 2x6.1 sek I 23
Penerbit: SUKOHARJO : Perbankan Syariah_UIN RM Said., 2023
Deskripsi Fisik: 21 cm, 104 halaman
Bahasa: Indonesia
ISBN/ISSN: -
Klasifikasi: 2x6.1
Tipe Isi: -
Tipe Media: -
Tipe Pembawa: -
Edisi: -
Subjek: Perbankan Syariah
Info Detail Spesifik: -
Pernyataan Tanggungjawab: Sekar Ayu Khinanti

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BAB I_185231231

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