Service Quality, Customer Relationship Marketing, and Institutional Trust to Engender Customer Loyalty

DOI

10.2991/iccd-19.2019.130How to use a DOI?

Keywords

Service quality, CRM, institutional trust, and loyalty

Abstract

The objective of this study is to analyze the influence of service quality and the ustomer relationship marketing (CRM) to the institutional trust as well as its impact on the customer loyalty in PT Bank Rakyat Indonesia (BRI). The result of this study shows that the service quality and the customer relationship marketing has influence on institutional trust and loyalty. In conclusions, the institutional trust is an intervening variables that can mediate the effect of variable service quality and the customer relationship marketing on the customer loyalty.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Sri Isfantin Puji Lestari
AU  - Retnoning Ambarwati
PY  - 2019/10
DA  - 2019/10
TI  - Service Quality, Customer Relationship Marketing, and Institutional Trust to Engender Customer Loyalty
BT  - Proceedings of the 6th International Conference on Community Development (ICCD 2019)
PB  - Atlantis Press
SP  - 498
EP  - 501
SN  - 2352-5398
UR  - https://doi.org/10.2991/iccd-19.2019.130
DO  - 10.2991/iccd-19.2019.130
ID  - Lestari2019/10
ER  -