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

Authors

  •  Kiky Nia Lorenza UIN Sayyid Ali Rahmatullah Tulungagung
  •  Dede Nurohman Faculty of Islamic Economics and Business, UIN Sayyid Ali Rahmatullah Tulungagung
DOI: https://doi.org/10.36908/isbank.v8i1.483

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.

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Published

2022-08-16

How to Cite

Lorenza, K. N., & 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

Issue

Vol. 8 No. 1 (2022): Islamic Banking:Jurnal Pemikiran dan Pengembangan Perbankan Syariah - Agustus 2022

Section

Articles

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