Record Details

Customer Relationship Management, Kualitas Layanan dan Loyalitas Nasabah Bank Syariah

Jihbiz : Journal of Islamic Economy, Finance, and Banking

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Title Customer Relationship Management, Kualitas Layanan dan Loyalitas Nasabah Bank Syariah
Customer Relationship Management, Service Quality, and Customer Loyalty of Islamic Bank
 
Creator Insan, Khoirul
 
Subject customer relationship management
kualitas layanan
kepuasan
loyalitas
customer relationship management
service quality
satisfaction
loyalty
 
Description Jenis penelitian ini termasuk penelitian kasus dan penelitian lapangan (case research and field research) dengan pendekatan kuantitatif, yang bertujuan Penelitian ini bertujuan untuk memberikan bukti empiris tentang pengaruh Customer relationship management dan service quality terhadap loyalitas nasabah dengan kepuasan sebagai variabel intervening Bank Syariah. Populasi yang menjadi objek penelitian adalah nasabah BRI Syariah KCP Kudus dengan Jumlah sampel yang digunakan sebanyak 100 orang responden. metode pengumpulan data dalam penelitian ini menggunakan kuesioner atau angket. Temuan dari penelitian hubungan di antara variable independent (customer relationship management dan service quality) dengan variabel dependen (kepuasan nasabah), termasuk hubungan intervening-nya. Dari temuan ini mengindikasikan bahwa bank Syariah harus memiliki intensitas perhatian pada Langkah-langkah strategis dan implementatif terhadap customer relationship management dan service quality demi tercapainya kepuasan nasabah.
This type of research includes case research and field research with a quantitative approach, which aims to provide empirical evidence about the effect of customer relationship management and service quality on customer loyalty with satisfaction as an intervening variable for Islamic banks. The population that became the object of the study was the customers of BRI Syariah KCP Kudus with the number of samples used as many as 100 respondents. data collection method in this study using a questionnaire or questionnaire. The findings of the research on the relationship between the independent variable (customer relationship management and service quality) and the dependent variable (customer satisfaction), including the intervening relationship. These findings indicate that Islamic banks must have an intensity of attention on strategic and implementation steps towards customer relationship management and service quality to achieve customer satisfaction.
 
Publisher Universitas Islam Raden Rahmat
 
Date 2019-07-19
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
 
Format application/pdf
 
Identifier https://ejournal.uniramalang.ac.id/index.php/jihbiz/article/view/805
10.33379/jihbiz.v3i2.805
 
Source Jihbiz : Journal of Islamic Economy, Finance, and Banking; Vol. 3 No. 2 (2019); 184-197
Jihbiz : Jurnal Ekonomi, Keuangan dan Perbankan Syariah; Vol 3 No 2 (2019); 184-197
2807-6028
2549-0397
10.33379/jihbiz.v3i2
 
Language ind
 
Relation https://ejournal.uniramalang.ac.id/index.php/jihbiz/article/view/805/550
 
Rights Copyright (c) 2019 Jihbiz : jurnal ekonomi, keuangan dan perbankan syariah
https://creativecommons.org/licenses/by-nc/4.0