Pengaruh CRM practices terhadap customer loyalty melalui customer experience dan customer satisfaction di Bank CIMB Niaga Syariah Gresik

Stephanie, Gunawan I. (2015) Pengaruh CRM practices terhadap customer loyalty melalui customer experience dan customer satisfaction di Bank CIMB Niaga Syariah Gresik. Undergraduate thesis, Widya Mandala Catholic University.

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Abstract

Penelitian ini bertujuan untuk menjelaskan pengaruh CRM practices terhadap customer experience dan customer satisfaction, pengaruh customer experience terhadap customer satisfaction dan customer loyalty, dan pengaruh customer satisfaction terhadap customer loyalty di bank CIMB Niaga Syariah di Gresik. Selain itu, penelitian ini juga untuk menjelaskan pengaruh CRM practices terhadap customer loyalty melalui customer experience dan customer satisfaction di bank CIMB Niaga Syariah Gresik. Penelitian ini adalah penelitian kausal, variabel penelitian meliputi: 1 variabel bebas yaitu CRM practices dan variabel terikat adalah: customer experience, customer satisfaction, dan customer loyalty. Jumlah sampel penelitian sebanyak 150 sampel dan teknik analisis data yang digunakan adalah structural equation model. Temuan penelitian menunjukkan bahwa CRM practices berpengaruh terhadap customer experience dan customer satisfaction, customer experience berpengaruh terhadap customer satisfaction dan customer loyalty, dan customer satisfaction berpengaruh terhadap customer loyalty di Bank CIMB Niaga Syariah Gresik. Untuk hubungan tidak langsung, ditemukan bahwa CRM practices berpengaruh terhadap customer loyalty melalui customer experience dan customer satisfaction di Bank CIMB Niaga Syariah Gresik.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: CRM practices, customer experience, customer satisfaction, customer loyalty.
Subjects: Business > Management
Divisions: Faculty of Business > Management Undergraduate Study Program
Depositing User: Operator Teknis
Date Deposited: 11 Dec 2015 01:45
Last Modified: 11 Dec 2015 01:45
URI: http://repository.wima.ac.id/id/eprint/4030

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