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The Influence of Customer Relationship Management (CRM) Indicators on Customer Loyalty of Sharia Based Banking System

Author

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  • Adelina Lubis

    (Faculty of Economic and Business, Universitas Medan Area, Indonesia Author-2-Name: Ritha Dalimunthe Author-2-Workplace-Name: Faculty of Economic and Business, Universitas Sumatera Utara Indonesia Author-3-Name: Yeni Absah Author-3-Workplace-Name: Faculty of Economic and Business, Universitas Sumatera Utara Indonesia Author-4-Name: Author-4-Workplace-Name: Author-5-Name: Author-5-Workplace-Name: Author-6-Name: Author-6-Workplace-Name: Author-7-Name: Author-7-Workplace-Name: Author-8-Name: Author-8-Workplace-Name:)

Abstract

Objective - The purpose of this research is to determine whether CRM (Customer Relationship Management) indicators, namely complaint resolution, customer orientation, customer empowerment and customer knowledge affect the loyalty of sharia bank customers in North Sumatra. Methodology/Technique - The sample of this study is 120 Islamic banking customers in North Sumatra, namely customers at PT. BNI Syariah Tbk, PT. Bank Syariah Mandiri Tbk and PT. BRI Syariah Tbk. The analytical method used is multiple linear regression analysis. Findings - The results of this study are as partial complaint resolution, customer orientation, customer empowerment and customer knowledge variables have a significant effect on customer loyalty in Islamic Banking in North Sumatra and the hypothesis is accepted. The better CRM that is owned and implemented by Islamic Banking in North Sumatra will have an effect on increasing customer loyalty. Simultaneously complaint resolution, customer orientation, customer empowerment and customer knowledge variables significantly influence customer loyalty in Islamic Banking in North Sumatra and the hypothesis is accepted. Type of Paper - Empirical

Suggested Citation

  • Adelina Lubis, 2020. "The Influence of Customer Relationship Management (CRM) Indicators on Customer Loyalty of Sharia Based Banking System," GATR Journals jmmr242, Global Academy of Training and Research (GATR) Enterprise.
  • Handle: RePEc:gtr:gatrjs:jmmr242
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    References listed on IDEAS

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    1. Rajagopal, 2014. "The Human Factors," Palgrave Macmillan Books, in: Architecting Enterprise, chapter 9, pages 225-249, Palgrave Macmillan.
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    Cited by:

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    More about this item

    Keywords

    Customer Relationship Management; customer loyalty;

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General

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