Proceedings of the 2nd Padang International Conference on Education, Economics, Business and Accounting (PICEEBA-2 2018)

The Effect of Customer Relationship Management, Customer Value and Dimension of Service Quality on Customer Satisfaction and The Impact on Customer Loyalty of PT. Bank Tabungan Negara (Persero), Tbk Kas Siteba Padang Office

Authors
Alwa Pascaselnofra Amril, Yunia Wardi, Erni Masdupi
Corresponding Author
Alwa Pascaselnofra Amril
Available Online April 2019.
DOI
10.2991/piceeba2-18.2019.91How to use a DOI?
Keywords
CRM, customer value, and dimension of service quality, satisfaction, loyalty
Abstract

This study was conducted because of the low level of customer loyalty. The customer relationship management, customer value, dimension of service quality anda customer satisfaction were assumed as the factors affecting customer loyalty. The aim of this study was to describe and to analyze the the effect of customer relationship management, customer value, and dimension of service quality on customer satisfaction as an intervening variable that has an impact toward customer loyalty. The population was 2780 customer and 353 customers were taken as samples by using accidental sampling. This study uses a quantitative approach. The analysis technique used is Structural Equation Model (SEM) to determine the effect of CRM, customer value, and dimension of service quality on customer satisfaction as an intervening variable that has an impact toward customer loyalty. The data collection technique in this study is using a questionnaire. The results of the study show: customer relationship management, customer value, and dimension of service quality have significant effect on customer satisfaction. customer relationship management customer value, dimension of service quality, and customer satisfaction have significant effect toward 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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Volume Title
Proceedings of the 2nd Padang International Conference on Education, Economics, Business and Accounting (PICEEBA-2 2018)
Series
Advances in Economics, Business and Management Research
Publication Date
April 2019
ISBN
10.2991/piceeba2-18.2019.91
ISSN
2352-5428
DOI
10.2991/piceeba2-18.2019.91How to use a DOI?
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/).

Cite this article

TY  - CONF
AU  - Alwa Pascaselnofra Amril
AU  - Yunia Wardi
AU  - Erni Masdupi
PY  - 2019/04
DA  - 2019/04
TI  - The Effect of Customer Relationship Management, Customer Value and Dimension of Service Quality on Customer Satisfaction and The Impact on Customer Loyalty of PT. Bank Tabungan Negara (Persero), Tbk Kas Siteba Padang Office
BT  - Proceedings of the 2nd Padang International Conference on Education, Economics, Business and Accounting (PICEEBA-2 2018)
PB  - Atlantis Press
SP  - 701
EP  - 710
SN  - 2352-5428
UR  - https://doi.org/10.2991/piceeba2-18.2019.91
DO  - 10.2991/piceeba2-18.2019.91
ID  - Amril2019/04
ER  -