Pengaruh Program Customer Relationship Manajemen Terhadap Kesetiaan Nasabah Yang Dimediasi Oleh Kepuasan Nasabah Bank Central Asia Cabang Surakarta

Abstract

This reseach aims to examine the relationship between the use of CRM and service quality to the level of customer satisfaction. The formulation of the problem to be studied is whether CRM has an influence on service quality and customer satisfaction This research is a causal research with survey method by collecting information from informants using a structured list of questions as a data collection tool. The population in this study amounted to 200 respondents with a population of customers who have specifications intend to be loyal and there is retention. The analytical method used in this research is using SPSS (Statisctical Package for the Social Sciences). The sampling technique used in this study is (convenience sampling?). The results of this study are expected to explain that CRM has an influence on service quality, CRM has an influence on customer satisfaction levels. Providing marketers with an understanding of the recommended stimulus to improve service quality so as to achieve a sustainable level of customer satisfaction. The implications for sustainability studies have been discussed in this study