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

Lubis, A; Dalimunthe, R; Absah Y; Fawzeea, B.K. 2020. The Influence of Customer Relationship Management (CRM) Indicators on Customer Loyalty of Sharia Based Banking System. J. Mgt. Mkt. Review 5(1) 84 – 92, Doi.org/10.35609/jmmr.2020.5.1(8)

9 Pages Posted: 8 May 2020

See all articles by Adelina Lubis

Adelina Lubis

Faculty of Economic and Business, Universitas Medan Area, Indonesia

Ritha Dalimunthe

Faculty of Economic and Business, Universitas Sumatera Utara, Indonesia

Yeni Absah

Faculty of Economic and Business, Universitas Sumatera Utara, Indonesia

Beby Karina Fawzeea

Faculty of Economic and Business, Universitas Sumatera Utara, Indonesia

Date Written: March 30, 2020

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

Keywords: Customer Relationship Management, Customer Loyalty

JEL Classification: M31, G21, M10

Suggested Citation

Lubis, Adelina and Dalimunthe, Ritha and Absah, Yeni and Fawzeea, Beby Karina, The Influence of Customer Relationship Management (CRM) Indicators on Customer Loyalty of Sharia Based Banking System (March 30, 2020). Lubis, A; Dalimunthe, R; Absah Y; Fawzeea, B.K. 2020. The Influence of Customer Relationship Management (CRM) Indicators on Customer Loyalty of Sharia Based Banking System. J. Mgt. Mkt. Review 5(1) 84 – 92, Doi.org/10.35609/jmmr.2020.5.1(8), Available at SSRN: https://ssrn.com/abstract=3551061

Adelina Lubis (Contact Author)

Faculty of Economic and Business, Universitas Medan Area, Indonesia ( email )

Jl. Bunga Melur Gg. Melur V Komp. Melur Palace No.
Kota Medan, Sumatera Utara 20134
Indonesia

Ritha Dalimunthe

Faculty of Economic and Business, Universitas Sumatera Utara, Indonesia ( email )

Prof TM Hanafiah 12 USU Campus, Medan
-
Medan, IN North Sumatera 20155
Indonesia

Yeni Absah

Faculty of Economic and Business, Universitas Sumatera Utara, Indonesia ( email )

Prof TM Hanafiah 12 USU Campus, Medan
-
Medan, IN North Sumatera 20155
Indonesia

Beby Karina Fawzeea

Faculty of Economic and Business, Universitas Sumatera Utara, Indonesia ( email )

Prof TM Hanafiah 12 USU Campus, Medan
-
Medan, IN North Sumatera 20155
Indonesia

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