CUSTOMER ENGAGEMENT, CUSTOMER PRIDE, CUSTOMER VALUE SEBAGAI PEMEDIASI PENGARUH SERVICE QUALITY DAN CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP CUSTOMER LOYALTY PADA PT. BPR JATIM

Setyono, Vicky Indarto (2022) CUSTOMER ENGAGEMENT, CUSTOMER PRIDE, CUSTOMER VALUE SEBAGAI PEMEDIASI PENGARUH SERVICE QUALITY DAN CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP CUSTOMER LOYALTY PADA PT. BPR JATIM. Doctoral thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

The development of PT. East Java BPR is still not as expected when compared to the development of its competitor banks. The declining growth in the number of credit customers reflects the declining market share of PT. BPR East Java due to low customer loyalty to PT. BPR East Java. PT. BPR Jatim as a banking service in Indonesia needs to pay attention to the maximum level of engagement, pride and value. Customers with engagement, pride and value tend to be loyal to PT. BPR East Java. The main purpose of this study is to examine and analyze (1) the effect of service quality on customer engagement at PT. BPR East Java, (2) the effect of service quality on customer pride at PT. BPR East Java., (3) the effect of service quality on customer value at PT. BPR East Java. (4) the effect of service quality on customer loyalty at PT. BPR East Java, (5) the effect of customer relationship management (CRM) on customer engagement at PT. BPR East Java, (6) the effect of customer relationship management (CRM) on customer pride at PT. BPR East Java., (7) the influence of customer relationship management (CRM) on customers value at PT. BPR East Java, (8) the effect of customer relationship management (CRM) on customer loyalty loyalty at PT. BPR East Java, (9) the effect of customer engagement on customer pride loyalty at PT. BPR East Java, (10) the effect of customer engagement on customer loyalty at PT. BPR East Java, (11) the effect of customer pride on customer value loyalty at PT. BPR East Java, (12) the effect of customer pride on customer loyalty at PT. BPR East Java, (13) the effect of customer value on customer loyalty at PT. BPR East Java. The research approach uses quantitative.The sampling method in this study is proportional random sampling. The number of s amples was 397 respondents who were taken based on the Slovin formula. This number of samples has met the requirements to be able to use the SEM (Structural Equation Model) analysis technique. Some important findings in this study are:.(1) service quality has no effect on customer engagement to PT. BPR East Java. (2) service quality has an effect on customer pride to PT. BPR East Java. (3) service quality has an effect on customer value to PT. BPR East Java. (4) service quality has an effect on customer loyalty (5) service quality influence on customer loyalty to PT. BPR East Java.(6) customer relationship management (CRM) influence on customer pride to PT. BPR East Java. (7) customer relationship management (CRM) influence on customer value to PT. BPR East Java.(8) customer relationship management (CRM) influence on customer loyalty to PT. BPR East Java.(9) Customer engagement affects on customer pride tovii PT. BPR East Java. (10) customer engagement affects customer loyalty to PT. BPR East Java.(11) customer pride affects customer value (12) customer pride affects customer loyalty to PT. BPR East Java. (13) customer value affects customer loyalty to PT. BPR East Java. Keywords: Service Quality, customer relationship management (CRM), customer engagement, customer pride, customer value, customer loyalty, PT BPR Jatim

Item Type: Thesis (Doctoral)
Uncontrolled Keywords: Service Quality, customer relationship management (CRM), customer engagement, customer pride, customer value, customer loyalty, PT BPR Jatim
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Fakultas Ekonomi dan Bisnis > Doktor Ilmu Ekonomi
Depositing User: 1271900014 Vicky Indarto Setyono
Date Deposited: 03 Apr 2023 08:52
Last Modified: 03 Apr 2023 08:52
URI: http://repository.untag-sby.ac.id/id/eprint/23325

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