Reputation Influence, Customerrelationship management (CRM) on terhadap Customer Value and Customer Loyalty Sharia Banks in Makassar

Sufri, Mukhlis (2020) Reputation Influence, Customerrelationship management (CRM) on terhadap Customer Value and Customer Loyalty Sharia Banks in Makassar. IOSR Journal of Business and Management (IOSR-JBM), 22 (10). 01-23. ISSN 2278-487X

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Abstract

Abstract: This research was conducted with the aim to (1) test and analyze the effect of reputation on customer value, (2) trial and analyze the effect of raputation on customer loyalty, (3) test and analyze the effect of customer relationship management (CRM) on customer value, (5) test and analyze the effect of customer relationship management (CRM) on customer loyalty, (6) test and analyze the effect of customer relationship management (CRM) on customer loyalty, (7) test and analyze the effect of customer relationship management (CRM) on customer loyalty through customer value, (7) test and analyze the effect customer value on customer loyalty. This study used a survey method with cross-section data collection through questionnaires. Sample collection uses purposive sampling, namely customers who are Muslim and have been customers for at least two years with a total of 278 respondents at the shariah banks in Makassar city. The data analysis method used in hypothesis testing is structural equation modeling (SEM). The result of this study indicate that (1) raputation has a positive and significant effect on customer value, (2) raputation has a positive and not significant effect on customer loyalty (3) raputation has a positive and significant effect on customer loyalty through customer value, (4) customer relationship management (CRM) has a positive and significant effect on customer value, (5) customer relationship management (CRM) has a positive and significant effect on customer loyalty,(7) customer value has a positive and significant effect on customer loyalty through customer value,(7) customer value has a positive and significant effect on customer loyalty. Keywords: Raputation, Customer Relationship Management (CRM), Customer Value, Customer Loyalty

Item Type:	Article
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	FAKULTAS EKONOMI > STUDI PEMBANGUNAN
Depositing User:	Unnamed user with email admin@umi.ac.id
Date Deposited:	01 Oct 2021 06:16
Last Modified:	05 Oct 2021 06:35
URI:	http://repository.umi.ac.id/id/eprint/535

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