PENGARUH KUALITAS LAYANAN DAN CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP KEPUASAN NASABAH DAN LOYALITAS NASABAH (STUDI PADA NASABAH UMKM PD BPR BANK BANTUL)
MetadataShow full item record
This study aims at analysing and describing the effects of the service quality and customer relationship management at PD BPR Bank Bantul on the customer satisfaction and loyalty. The object of this study is PD BPR Bank Bantul, while the subjects of the study are customer taking the SME’s credit offered by the Bank. Method of analysis used in this study was Structural Equation Modelling (SEM) with the help of AMOS program. The number of respondents was 170, taken using purposive sampling. The criteria for the sampling are as follows: the respondents are the taking the SME’s credit at PD BPR Bank Bantul, residens in Bantul Regency,who are individual customer, who have been 2 years or more customer and have done 2 or more credit transactions. Data were collected through questionnaire distributed directly to the respondents and through the google form. Based on the results of the analysis, show that service quality has no significant effect on customer satisfaction , customer relationship management has a positive and significant effect on customer satisfaction, service quality has no a positive and significant effect on customer loyalty, customer relationship management has a positive and significant effect on customer loyalty and customer satisfaction has a positive and significant effect on customer loyalty . In conclusion this study accepts 3 hypotheses and rejects 2 hypotheses.