HUBUNGAN ANTARA MANAJEMEN HUBUNGAN PELANGGAN DAN KEPUASAN DENGAN LOYALITAS NASABAH BANK BCA CABANG KOMPLEK INTERCOM PADA WARGA RT 004 KELURAHAN SRENGSENG KECAMATAN KEMBANGAN DI JAKARTA

CAHYANI, DILA DWI (2018) HUBUNGAN ANTARA MANAJEMEN HUBUNGAN PELANGGAN DAN KEPUASAN DENGAN LOYALITAS NASABAH BANK BCA CABANG KOMPLEK INTERCOM PADA WARGA RT 004 KELURAHAN SRENGSENG KECAMATAN KEMBANGAN DI JAKARTA. S1 thesis, Fakultas Ekonomi.

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Abstract

DILA DWI CAHYANI, 8135141573, The Correlation between Customer Relationship Management and Satisfaction with Customer Loyalty of BCA Unit Intercom RT.004 Srengseng Kembangan 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 Satisfaction with Customer Loyalty of BCA Unit Intercom RT.004 Srengseng Kembangan 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 in Srengseng RT.004. The technique of selecting respondent using purposive sampling which amounted to 106 people. For data collecting researchers using questionnaires with Likert scale. The variables are Customer Loyalty (Y), Customer Relationship Management (X1) and Satisfaction (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 3,49 and thitung on Satisfaction that is equal to 2,06 where ttabel equal to 1,65, this means there is significant partial correlation of Customer Relationship Management and Satisfaction to Customer Loyalty. Because thitung > ttabel. While for test F, founf the result Fcount of 32,499 >Ftable value 3,087. Where can be drawn the conclusion that there influence simultaneously between variabel Customer Relationship Management and Satisfaction to Customer Loyalty. Because Fcount>Ftable, Multiple regression equation obtained result Ẏ = 27,411 + 0,370X1 + 0,251X2. The value of correlation coefficient between variable of customer relationship management (X1) to customer loyalty (Y) equal to 0,362 and the The value of correlation coefficient between variable of satisfaction (X2) to customer loyalty (Y) equal to 0,314. The coefficient of determination Y on X1 and X2 obtained by 0,387. Meanwhile, the remaining 61,3% is influenced y other factors. Keywords: Customer Loyalty, Customer Relationship Management, Satisfaction

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