Abstract
The purpose of this study was to study the Analysis of the Influence of Customer Relationship Management (CRM) on Satisfaction and Its Impact on Customer Loyalty of PT. Raharja Duta Solusindo by measuring indicators that influence the Customer Relationship Management (CRM) variable, Customer Satisfaction and Loyalty. This research uses descriptive research design using survey methods. Sampling uses certain criteria where respondents have attended at least 1 training at PT. Raharja Duta Solusindo as a sampling technique. This study discusses using structural equation modeling (SEM) - Lisrel to discuss the significance of the relationship of the overall model and predetermined pathway. The findings show that the variable Customer Relationship Management (CRM) shows a positive and significant impact on Satisfaction, Customer Relationship Management (CRM) has a positive and significant effect on Customer Loyalty and customer satisfaction shows positive and significant impact on customer loyalty.
Highlights
Since the issuance of Bank Indonesia Regulation No 7/25 / pbi / 2005 concerning risk management competency certification for management and officer of commercial banks, namely: 1. Bank management and officers consisting of commissioners and directors as well as bank officer are required to pass the risk management competency certification examination.Available Online: https://dinastipub.org/DIJEMSS2
The findings show that the variable Customer Relationship Management (CRM) shows a positive and significant impact on Satisfaction, Customer Relationship Management (CRM) has a positive and significant effect on Customer Loyalty and customer satisfaction shows positive and significant impact on customer loyalty
The value of construct reliability (CR) of Customer Relationship Management (CRM) of 0.94 is greater than 0.70 and the value of variance extracted (VE) of 0.64 is greater than 0.50, which indicates that each indicator forming latent variables has good reliability
Summary
Since the issuance of Bank Indonesia Regulation No 7/25 / pbi / 2005 concerning risk management competency certification for management and officer of commercial banks, namely: 1. Bank management and officers consisting of commissioners and directors as well as bank officer are required to pass the risk management competency certification examination.Available Online: https://dinastipub.org/DIJEMSS2. Bank management and officers consisting of commissioners and directors as well as bank officer are required to pass the risk management competency certification examination. The banker's competency certification including several competencies such as technical and managerial skills This certificate is needed in recognition of the standard skills of bankers in carrying out their duties in the banking sector. The need for competency certificates is still large in the banking sector so that it becomes a business opportunity, so there are many training institutions were establised in the field of risk management with the main goal is to provide guidance in how to pass a competency certification examinations in the field of risk management. In addition to marketing strategies , the company needs to know the position of the product being sold. The position here shows a comparison of market share and market growth from the same Industries
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