CD Tesis

Pengaruh Customer Relationship Marketing Terhadap Kepuasan Dan Loyalitas Nasabah Pada Pt. Bank Mandiri (Persero) Tbk Kabupaten Siak

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The study was conducted at Bank Mandiri in Siak Regency. The aim is to find out the direct effect of the CRM Dimension, namely Trust, Communication, Commitment, Conflict handling, Emphaty on customer satisfaction and loyalty. This study took a sample of 100 consumers. The variables used are Trust, Communication, Commitment, Conflict handling, Emphaty on customer satisfaction and loyalty. Data were analyzed using SEM (Structural Equation Modeling) analysis which is operated through the Smart PLS 3.2.7 program
The results showed that there is an influence of Trust, Communication, Commitment, Conflict handling, Emphaty on customer satisfaction and loyalty. And there is an influence between customer satisfaction variables on customer loyalty, the better the customer satisfaction, the better customer loyalty will be.
Keywords: Customer Relationship Marketing, customer satisfaction and customer loyalty

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 219 (0178)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen., 2019

Deskripsi Fisik

xii, 107 hlm.; ill.; 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 219 (0178)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

PASCASARJANA (MAGISTER) MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

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