PENGARUH KOMPONEN CUSTOMER RELATIONSHIP MANAGEMENT TEHADAP KEPUASAN NASABAH PADA PD BPR BANK WONOSOBO KANTOR KAS KERTEK

DIYANTORO, Taat and INDRIANI , Farida (2018) PENGARUH KOMPONEN CUSTOMER RELATIONSHIP MANAGEMENT TEHADAP KEPUASAN NASABAH PADA PD BPR BANK WONOSOBO KANTOR KAS KERTEK. Undergraduate thesis, Fakultas Ekonomika dan Bisnis.

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Abstract

The purpose of this research is to determine the influence of the three independent variables of Customer Relationship Management (CRM); customer commitment, customer service quality, and value added service on customer satisfaction. The type of this research is explanatory research with quantitative approach. Sampling technique in this research use purposive sampling method, while data source is primary data type with questionnaire as instrument. The questionnaire was given to 169 respondents who become customers of PD. BPR Bank Wonosobo. Data analysis technique used in this study is path analysis. The result showed customer commitment, customer service quality, and value added service has positive and significant influence towards the customer satisfaction.

Item Type:Thesis (Undergraduate)
Additional Information:CRM, customer commitment, customer service quality, value added service, customer satisfaction.
Uncontrolled Keywords:CRM, customer commitment, customer service quality, value added service, customer satisfaction.
Subjects:H Social Sciences > H Social Sciences (General)
Divisions:Faculty of Economics and Business > Department of Management
ID Code:68341
Deposited By:Mr. Perpustakaan Fakultas Ekonomi
Deposited On:04 Jan 2019 09:26
Last Modified:04 Jan 2019 09:26

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