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PERSEPSI KONSUMEN TERHADAP PELAKSANAAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM) PADA BANK BNI SYARI’AH MALANG

TUNABENANI, HILARIUS W. (2015) PERSEPSI KONSUMEN TERHADAP PELAKSANAAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM) PADA BANK BNI SYARI’AH MALANG. Other thesis, University of Muhammadiyah Malang.

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Abstract

This study aims to determine the perceptions of consumers (clients) on the implementation of customer relationship management (CRM) at Banks BNI Islamic Malang by using three indicator variables CRM is committed Bank, Bank of Communications and handling customer complaints.. This type of research used in this study was a descriptive study. Object of research used in this study is the customer of Banks BNI Islamic Malang conducting savings and loan transactions. Data collection techniques used is by using questionnaires and interviews (interviews) and data analysis techniques using simple tabulation and a range of scales. The results of the calculation of the scale range opinions of respondents (customers) to the statements that measure variables CRM is a commitment Bank, Bank communication and handling of customer complaints that shows the result of CRM implementation is high or in the good category, which means it has a good CRM implementation that with so the customers of Banks BNI Islamic already judging will be the implementation of CRM and create a perception or bring up a good perception of the Bank.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HB Economic Theory
Divisions: Faculty of Economics > Department of Management (61201)
Depositing User: Fitri Ramandhany
Date Deposited: 26 Mar 2016 04:11
Last Modified: 26 Mar 2016 04:11
URI : http://eprints.umm.ac.id/id/eprint/22519

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