Let’s Start Download Getintopc Adobe Reader Offline Installer for PDF. It is compatible with 32 and 64-bit windows. Use this app to view, Create, the Print PDF files for pc. Posts about Purpose and Overview of BNI written by sacchef. Methods A systematic review of the literature from PubMed (Medline), EMBASE. Item Type:Ĭustomer relationship management, kepuasan, loyalitas, CRM, Structural Equation Modeling, SEM, Lisrel.Ĭustomer relationship management, loyalty, satisfaction.Objective/purpose The aim of the study was to assess the options of treatment and their related outcomes for chondral injuries in the hip based on the available evidence whilst highlighting new and innovative techniques. Variables of customer loyalty is already in the excellent category. Calculated score of the average value for the indicator variables of satisfaction and service were in the category very good, while indicators of innovation and product fit in either category. The survey showed that the average value calculated variables scores for indicators CRM people, process, technology and knowledge in the category very good. Indicators that most influence the variables of CRM is procces and knowledge. It can be concluded that loyalty is more influenced by the variables of CRM variables than the variables of satisfaction. Variables of satisfaction does not significantly influence the variables of loyalty as the value of t-hit | <1.96. Hypothesis testing results show that the variables of CRM significant effect on the variables of satisfaction and loyalty variables. Measurement model studies using 12 indicators that reflect the three variables (customer relationship management, customer satisfaction and loyalty). To analyze the factors that affect the variables of satisfaction CRM and customer loyalty variables analysis method of Structural Equation Modeling (SEM) with LISREL 8.3 software. Level CRM measurement in this study using the mean score for each dimension. The type of size measurment of the central value used was the arithmetic mean (mean). Analysis to answer the purpose of the measurement of CRM services in Bank BNI WJB was done by representing the overall score contained in the data, used measures of central value. Validity and reliability of the questionnaire was conducted to determine that the arranged indicators were capable of measuring the observed variables. The scale of measurement used in this study is a Likert scale. The number of respondents in this study were 108 respondents (customers). The selection of respondents was done by using purposive sampling to customer segments in Bank BNI Emerald WJB. Data collection techniques and information in the study conducted by face to face interviews and questionnaires and also by literature study. This study aims to look at the performance level of CRM which has been implemented in Bank BNI WJB and CRM to analyze the factors that affect customer satisfaction and loyalty in Bank BNI WJB. Implementation of CRM in Bank BNI is not only intended to retain existing customers, but also aims to attract prospective new customers so that later the customer to transact and collaborate with Bank BNI. Implementation of CRM conducted by Bank BNI conducted in all branches spread throughout Indonesia, one in Bank BNI Regional Jakarta BSD (BNI WJB). BNI is a company which engaged in banking and have implemented CRM as a strategy to increase customer satisfaction and loyalty. The bank does not only sell and market a product with good quality or competitive prices but also can respond to the desires and needs of consumers. Through CRM, the company is expected to build communication and good relationships with customers so as to produce a product. Strategy of building this relationship is called customer relationship management.Ĭustomer Relationship Management (CRM) is a business-based approach to managing customer relationships. Various strategies were implemented by the bank to face the competition, one strategy is to build a good relationship with customers. Banking paradigm is also changing where previously competition rests on the banking business more products and prices (product-centric) but at the moment are more reliant on the quality of service (customer centric). State-owned banks are not only competing with national private banks but also compete with foreign banks that open branches in Indonesia. Banking business in Indonesia is experiencing rapid growth, as shown by an increase in bank managed funds (third party funds / TPF), which experienced a significant growth from year to year.
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