Analysis of Customer Relationship Management In Influencing Customer Satisfaction And Loyalty of Bank Muamalat Indonesia In Tulungagung

  • Kiky Nia Lorenza UIN Sayyid Ali Rahmatullah Tulungagung
  • Dede Nurohman Faculty of Islamic Economics and Business, UIN Sayyid Ali Rahmatullah Tulungagung
Keywords: Customer Relationship Management, Satisfaction, Loyalty

Abstract

The paper aims to determine effect customer relationship management through affecting customer satisfaction and loyalty of Bank Muamalat Indonesia in Tulungangung. The study used an associative-quantitative method. The primary data was obtained from the questionaire through Google Form and the secondary data was obtained from observing the office and bank websites. 100 customers of Bank Muamalat Indonesia in Tulungangung was chosen as sample. The data was processed by hypothesis test using IBM SPPS version 25. The results that (a) the customer relationship management has positive and significant effect on customer loyalty, (b) the customer relationship management has positive and significant effect on customer satisfaction, and (c) the customer satisfaction has positive and significant effect on customer loyalty.

Published
2022-08-16
How to Cite
Lorenza, K., & Nurohman, D. (2022). Analysis of Customer Relationship Management In Influencing Customer Satisfaction And Loyalty of Bank Muamalat Indonesia In Tulungagung. Islamic Banking : Jurnal Pemikiran Dan Pengembangan Perbankan Syariah, 8(1), 81-96. https://doi.org/10.36908/isbank.v8i1.483