| dc.contributor.advisor | S, SUSANTO | |
| dc.contributor.author | WIWOHO, ALDINO IVANDA | |
| dc.date.accessioned | 2017-05-24T00:41:00Z | |
| dc.date.available | 2017-05-24T00:41:00Z | |
| dc.date.issued | 2017-04-26 | |
| dc.identifier.uri | http://repository.umy.ac.id/handle/123456789/10437 | |
| dc.description | Penelitian ini bertujuan untuk menganalisis pengaruh CUSTOMER RELATTIONSHIP
MANAGEMENT (CRM) Terhadap Kepuasan Konsumen dan Loyalitas Konsumen pada Asuransi
Jiwa Prudential. Subjek dalam penelitian ini adalah konsumen yang telah menggunakan Asuransi
Prudential selama satu tahun khususnya yang berada di wilayah Yogyakarta. Dalam penelitian
ini sampel berjumlah 100 responden yang dipilih dengan metode purposive sampling. Alat
analisis yang digunakan adalah Regresi Linear Sederhana dan Sobel Test.
Berdasarkan analisi yang telah dilakukan diperoleh hasil bahwa Customer Relationship
Management berpengaruh secara signifikan terhadap Kepuasan konsumen dan berdampak pada
Loyalitas Konsumen, Kepuasan Konsumen memediasi pengaruh Customer Relationship
Management terhadap Loyalitas Konsumen | en_US |
| dc.description.abstract | This study aims to analyse the influence of RELATIONSHIP CUSTOMER
MANAGEMENT (CRM) Customer Satisfaction And Consumer Loyalty in Prudential Life
Insurance. Subjects in this study are consumers who have used Prudential Insurance for one year,
especially in the area of Yogyakarta. In this study sample of 100 respondents were selected by
purposive sampling method. The analysis tool used are multiple linear regression and Sobel Test.
Based on the analysis that has been done shows that the Customer Relationship
Management significantly affects customer satisfaction and the impact on Consumer Loyalty,
Customer Satisfaction Customer Relationship Management mediating influence on Consumer
Loyalty | en_US |
| dc.publisher | FE UMY | en_US |
| dc.subject | Customer Relationship Management, Customer Satisfaction and Customer Loyalty. Customer Relationship Management, Kepuasan konsumen, dan Loyalitas Konsumen | en_US |
| dc.title | PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP KEPUASAN KONSUMEN DAN LOYALITAS KONSUMEN (Asuransi Jiwa Prudential) | en_US |
| dc.type | Thesis
SKR
213 | en_US |
