出版社：Universitas Islam Negeri Syarif Hidayatullah Jakarta
摘要：Customer Relationship Management dan Pengaruhnya Terhadap Loyalitas Nasabah Bank : Studi Kasus Pada Bank Muamalat Indonesia.Tujuan dari penelitian ialah untuk menganalisis pengaruh Customer Relationship Management (CRM) terhadap loyalitas nasabah.Pengumpulan data melalui data primer dan sekunder.Penarikan contoh dilakukan dengan teknik sampling aksidental,dengan jumlah responden 100 orang.Metode analisis yang digunakan ialah regresi linear berganda.Variabel CRM yang dipergunakan dalam penelitian ini ialah identify,acquire,retain,develop dan pemasaran yang berkelanjutan.Dari hasil uji regresi linear berganda,variabel CRM (X) berpengaruh secara simultan terhadap peubah loyalitas nasabah.Sedangkan secara parsial hanya tiga variabel yang berpengaruh nyata,yaitu aktivitas acquire,retain dan pemasaran yang berkelanjutan Hal lainnya ditemukan bahwa variabel acquire memiliki pengaruh paling dominan terhadap loyalitas nasabah Bank Muamalat Indonesia Kantor Cabang Slipi,karena nilai koefisien regresinya paling besar.
其他摘要：Customer Relationship Management and Its Influence on customer loyalty Bank: A Case Study of Bank Muamalat Indonesia.The aim of this research is to analyze the influence of customer relationship management (CRM) to customer’s loyalty.Data collection is using primary and secondary data.The sampling method that used on this research is accidental sampling with 100 respondents.The analysis method on this research is multiple regressions.The CRM variables that used on this research are identify,acquire,retain,develop,and sustainable marketing.From the result,show that the CRM variable had an impact simultaneously on customer’s loyalty.Otherwise,only three variables had an impact on customer’s loyalty,such as acquire activity,retain,and sustainable marketing.There are also show that only acquire variable had an dominant influence on customer’s loyalty in Bank Muamalat Indonesia branch SlipiJakarta,because it has the largest coefficient value.
