Noviana, Poppy Budi (2024) PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM), DIGITALISASI PERBANKAN DAN KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH BANK BRI CABANG AMPELGADING KABUPATEN PEMALANG (Studi Kasus Nasabah Bank Bri Cabang Kabupaten Pemalang ). Other thesis, STIE BANK BPD JATENG.
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Abstract
Abstract This research aims to determine the influence of Customer Relationship Management (CRM), Banking Digitalization and Service Quality on Customer Loyalty at BRI Bank Ampelgading Branch, Pemalang Regency. This research method uses quantitative methods. The population of this research are all BRI Bank customers in the Ampelgading Branch. The sample taken was 100 respondents using a purposive sampling model. Research data collection uses primary data. The analysis tool uses SPSS statistics 24. The research results show that the influence of Customer Relationship Management (CRM) and Service Quality have a significant effect on Customer Loyalty. Meanwhile, the Banking Digitalization variable has no significant effect on Customer Loyalty. Keywords: Customer Relationship Management (CRM), Banking Digitalization, and Service Quality, Customer Loyalty
| Item Type: | Thesis (Other) |
|---|---|
| Additional Information: | Abstrak Penelitian ini bertujuan untuk menngetahui Pengaruh Customer Relationship Management (CRM), Digitalisasi Perbankan dan Kualitas Layanan Terhadap Loyalitas Nasabah Bank BRI Cabang Ampelgading Kabupaten Pemalang. Metode penelitian ini menggunakan metode kuantitatif. Populasi penelitian ini seluruh nasabah Bank BRI yang ada di Cabang Ampelgading. Sampel yang diambil sebanyak 100 responden dengan model purposive sampling. Pengumpulan data penelitian menggunakan data primer. Alat analisis menggunakan SPSS statistics 24. Hasil penelitian menunjukan Pengaruh Customer Relationship Manjemen (CRM) dan Kualitas Layanan berpengaruh signifikan terhadap Loyalitas Nasabah. Sedangkan variabel Digitalisasi Pernbankan berpengaruh tidak signifikan terhadap Loyalitas Nasabah. |
| Uncontrolled Keywords: | Kata Kunci : Customer Relationship Manjemen (CRM), Digitalisasi Pernbankan, dan Kualitas Layanan, Loyalitas Nasabah. |
| Subjects: | H Social Sciences > HG Finance H Social Sciences > HJ Public Finance |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Wisudawan S1 |
| Date Deposited: | 25 Mar 2024 05:09 |
| Last Modified: | 25 Mar 2024 05:09 |
| URI: | http://eprints.stiebankbpdjateng.ac.id/id/eprint/1965 |
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