HUBUNGAN ANTARA MANAJEMEN HUBUNGAN PELANGGAN DAN KEPERCAYAAN DENGAN LOYALITAS NASABAH BANK MANDIRI CABANG BUARAN PADA WARGA RW 01 KELURAHAN DUREN KECAMATAN DUREN SAWIT SAWIT DI JAKARTA

NADILA, RISA (2018) HUBUNGAN ANTARA MANAJEMEN HUBUNGAN PELANGGAN DAN KEPERCAYAAN DENGAN LOYALITAS NASABAH BANK MANDIRI CABANG BUARAN PADA WARGA RW 01 KELURAHAN DUREN KECAMATAN DUREN SAWIT SAWIT DI JAKARTA. S1 thesis, Fakultas Ekonomi.

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Abstract

ABSTRACT RISA NADILA, 8135145144, The Correlation between Customer Relationship Management and Trust with Customer Loyalty of Mandiri Unit Buaran on Citizen Association 01 Kelurahan Duren Sawit Kecamatan Duren Sawit in Jakarta. Script, Jakarta: Faculty of Economics, State University Of Jakarta. 2018. The purpose of this study was conducted to determine whether there is correlation between customer relationship management and Trust with Customer Loyalty of Mandiri Unit Buaran on Citizen Association 01 Kelurahan Duren Sawit Kecamatan Duren Sawit in Jakarta. This research was conducted for five months, that is February – June 2018. The method use in this research is survey method. The population in this study is all the people on Citizen Association 01 Kelurahan Duren Sawit Kecamatan Duren Sawit. The technique of selecting respondent using purposive sampling which amounted to 105 people. For data collecting researchers using questionnaires with Likert scale. The variables are Customer Loyalty (Y), Customer Relationship Management (X1) and Trust (X2) is the primary data obtained from the dissemination of research questionnaires. Data analysis technique used is, first test requirement analysis consisted of test of normality and test of lineararitas. Both multiple linear regression tests. The three hypothesis test that contains t test and F test. Fourth multiple correlation test. The last one is analysis of coefficient of determination. thitung on Customer Relationship Management variable equal 5,015and thitung on Trust that is equal to 3,652. Where ttabel equal to 1,65993 this means there is significant partial correlation of Customer Relationship Management and Trust to Customer Loyalty. Because thitung > ttabel. While for test F, found the result Fcount of 39,617 > Ftable value 3,087. Where can be drawn the conclusion that there influence simultaneously between variabel Customer Relationship Management and Trust to Customer Loyalty. Because Fcount >Ftable. Multiple regression equation obtained result Ẏ = 33,453 + 0,415 X1 + 0,301 X2. R2 coefficient of determination value of 0,437. This means that Customer Relationship Management (X1) and Trust (X2) variables affect Customer Loyalty (Y) by 43,7%. Keywords: Customer Loyalty, Customer Relationship Management, Trust

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