Putri, Siska (2022) Pengaruh Customer Relationship Management Terhadap Loyalitas Nasabah PT Bank Negara Indonesia (PERSERO). TBK Cabang Pekanbaru. Other thesis, Universitas Islam Riau.
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Abstract
This study aims to determine : 1) implementation of customer relationship management at Bank BNI Pekanbaru branch, 2) determine customer loyalty at Bank BNI Pekanbaru branch, and 3) determine the relationship between customer relationship management with customer loyalty at Bank BNI Pekanbaru branch. The research used quantitative methods with descriptive analysis with a sample of 90 respondents. The data of this research is originated from primary and secondary data. Data collected methods used are observation, interviews, and questionnaires. The data analysis technique used the test and the coefficient of determination and the data analysis used the SPSS V.25 application. The result of data analysis showed that the Customer Relationship Management partially influenced the customer loyalty of the PT. Bank Negara Indonesia (Persero) Tbk. Pekanbaru Branch. Based on the result of the coefficient of determination, it show that Customer Relationship Management on customer loyalty has an effect of 0,625 or 63% and is included in a strong category.
| Item Type: | Thesis (Other) | ||||||
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| Uncontrolled Keywords: | Customer Relationship Management, Customer Loyalty | ||||||
| Subjects: | H Social Sciences > H Social Sciences (General) | ||||||
| Divisions: | > Administrasi Bisnis | ||||||
| Depositing User: | Mohamad Habib Junaidi | ||||||
| Date Deposited: | 20 Oct 2022 09:38 | ||||||
| Last Modified: | 20 Oct 2022 09:38 | ||||||
| URI: | http://repository.uir.ac.id/id/eprint/16717 |
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