Nurbasari, Anny and Harani, Nisa Hanum (2018) Influence of Customer Relationship Marketing and Satisfaction of Customer Loyalty (Case Study: In Bank CIMB Niaga Lembong in Bandung). Economic World, 6 (2). pp. 98-107. ISSN 2328-7144
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3. Influence of Customer Relationship Marketing.pdf - Published Version Download (340Kb) | Preview |
Abstract
The purpose of this study was to examine the theoretical basis in an effort to build the competitiveness of the banking services industry, particularly in terms of customer satisfaction and loyalty. This type of research uses explanatory research. The sampling method used a non-probability sampling, used purposive sampling technique that has become a customer for two years, used questionnaires to 100 respondents in Bandung bank customers. Measurement validity uses confirmatory factor analysis, while test reliability is calculated by Cronbach Alpha method. Analysis to test the hypothesis uses the path analysis. The findings illustrate a clear pattern of the dimensions of customer relationship marketing, satisfaction effect built, and several important findings including empirical verification mediating role overall customer satisfaction in the formation of loyalty attributes.
| Item Type: | Article |
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| Uncontrolled Keywords: | customer relationship marketing, satisfaction, customer loyalty |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Depositing User: | Perpustakaan Maranatha |
| Date Deposited: | 20 Feb 2019 01:26 |
| Last Modified: | 20 Feb 2019 01:26 |
| URI: | http://repository.maranatha.edu/id/eprint/25604 |
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