The Influence of Customer Relations Management Activities on Customer Loyalty of Bank BNI KCP Candi Sidoarjo
Pengaruh Aktivitas Customer Relation Management Terhadap Loyalitas Nasabah Bank BNI KCP Candi Sidoarjo
DOI:
https://doi.org/10.21070/ups.2871Keywords:
Customer Relation Management, Customer LoyaltyAbstract
This study aims to determine the effect of Customer Relationship Management Activities on Customer Loyalty of Bank BNI KCP Cani Sidoarjo. This type of research is a quantitative approach. This study consists of 2 types of variables, the first is the independent variable Customer Relationship Management (X) which consists of 3, namely Humans (people) (X1); Process (process) (X2); Technology (technology) (X3) and the dependent variable is customer loyalty (Y). The sample is Bank BNI KCP Candi Sidoarjo customers totaling 100 customers. The sampling technique is simple random sampling. The data analysis technique used in this study is multiple linear regression analysis and hypothesis testing. Based on the results of the study, it can be concluded that there is an influence of Customer Relationship Management Activities consisting of aspects of People, Process, and Technology on Customer Loyalty.
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