HUBUNGAN ANTARA KEPUASAN NASABAH, CUSTOMERS RELATIONSHIP MANAGEMENT (CRM) DAN KUALITAS PELAYANAN DENGAN LOYALITAS NASABAH BANK BNI KCP UNJ PADA MAHASISWA PENDIDIKAN BISNIS UNIVERSITAS NEGERI JAKARTA

RIZQI, MUHAMMAD FA (2018) HUBUNGAN ANTARA KEPUASAN NASABAH, CUSTOMERS RELATIONSHIP MANAGEMENT (CRM) DAN KUALITAS PELAYANAN DENGAN LOYALITAS NASABAH BANK BNI KCP UNJ PADA MAHASISWA PENDIDIKAN BISNIS UNIVERSITAS NEGERI JAKARTA. S1 thesis, Universitas Negeri Jakarta.

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Abstract

MUHAMMAD FA RIZQI, The Correlation Between Customer Satisfaction, Customer Relationship Management and Service Quality with Customer Loyalty of BNI KCP Bank State University of Jakarta on Business Education Students State University of Jakarta. Business Education Studies Program, Faculty of Economics, Jakarta State University. This research was conducted at BNI branch of State University of Jakarta, for seven months starting from June 2017 until December 2017. The purpose of this study is to determine the relationship between service quality, customer relationship management and service quality with customer loyalty bank BNI Branch Office of the State University of Jakarta on Business education student of Jakarta State University. The research method used is survey method with quantitative approach. The sampling technique used is purposive sampling technique of 120 people. The resulting regression equation is Ŷ = 52,950 + 0,830 X1 + 0,924 X2 + 0,557 X3. Testing analysis by Kolmogorov Smirnov test with the test results can be known Asymp value. The rest of the variable is 0.396. it can be concluded that this is greater than 0.05 so that the overall data is normal. Then t test result of tcount 3,435> ttabel 1,980 for customer satisfaction (X1) thereby can be concluded positive and significant relationship between customer satisfaction with customer loyalty (Y), test result of result tcount 1,987> ttable 1,980 for customer relationship management ( X2) thereby can be concluded positive and significant relationship between customer relationship management with customer loyalty (Y), and test result of result of tcount 2,582> ttable 1,980 for service quality (X3) thereby can be concluded from existence of positive and significant relation between quality of service with customer loyalty (Y). Coefficient of determination of 32.2 for customer satisfaction, 53.2 for customer relationship management and 41.9 for service quality. Then it can be concluded by customer loyalty determined by customer satisfaction, customer relationship management and service quality. 46.5% and 53.5% were determined by other variables that were not input into the study.

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