CD Tesis

Pengaruh Customer Relationship Marketing Terhadap Kepuasan dan Loyalitas Nasabah Giro Pada PT. Bank Mestika Dharma di Kota Pekanbaru

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Frengky Reonaldi Naibaho, Effect of Customer Relationship Marketing Customer Satisfaction And Loyalty Giro At PT. Bank Mestika in Pekanbaru
Reason examines PT. Bank Mestika Dharma in Pekanbaru is because the number of customers decreased in the year 2013 there were also complaints nasbaah which can be seen from the complaint that occurred in the transaction fails debit, ATM and ATM machine swallowed in offline, this indicates that customers are less satisfied with the services diberikann by the Bank, it is an impact on customer demand deposits is reduced, whether this is due to the services provided by the Bank is not able to make our customers satisfied giro.
The objective of this study was to analyze the effect of Customer Relationship Marketing is seen from the trust, affinity, communication and reciprocity and trust to customer satisfaction and loyalty demand deposits at PT. Bank Mestika Dharma in Pekanbaru. The samples used were 141 people, sampling method in this research is to use a simple random sampling method. Dignakan data is primary data obtained through questionnaires. To answer the truth of the hypothesis is done by using test path analysis (path analysis). Tests were performed using SPSS.
The Results of hypothesis testing found that a significant difference between the Customer Relationship Marketing views of the trust, affinity, communication, reciprocity and trust to customer satisfaction and loyalty demand deposits at PT. Bank Mestika Dharma in Pekanbaru and a significant difference between satisfaction on customer loyalty demand deposits at PT. Bank Mestika Dharma in Pekanbaru.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 04 .115 (0122)

Penerbit

Pekanbaru : Universitas Riau - Pasca Manajemen Pemasaran., 2015

Deskripsi Fisik

xvi, 96 hlm.: ill.; 29 cm

Bahasa

ISBN/ISSN

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Klasifikasi

10 04 .115 (0122)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

LUBIS

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