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.
Reference to this paper should be made as follows: 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 https://doi.org/10.35609/jmmr.2020.5.1(8)
JEL Classification: M31, G21, M10
The aim of this research is to determine the effect of the dimensions of corporate communication on customer satisfaction of Sharia Mandiri Bank in Medan. This research is an associative whether the sample of this research is 92 customers which take using simple random sampling technique. The methods of collecting data use documentation and questionnaires. The analysis technique uses multiple linear regression. The results of this research indicate that the dimensions of corporate communication have an effect on the customer satisfaction of Sharia Mandiri Bank in Medan.
The purpose of this study was to analyze the influence of leadership, supervision, and job satisfaction on work discipline either simultaneously or partially. The research method used is a quantitative survey research method with a sampling technique using a census sampling technique, namely all employees with the status of echelon III, echelon IV and employees who have analytical positions as samples. The data analysis technique was carried out using multiple linear regression analysis approach, correlation test, determination test, simultaneous test and partial test. The results showed that the partial t-test value of the leadership variable on employee work discipline, the supervisory variable on employee work discipline, and the job satisfaction variable on employee work discipline respectively, namely tcount 3,723 > ttable 2,056, tcount 3,502 > ttable 2,056, tcount 8,341 > ttable 2,056. The regression equation is Y= 2.226 + 0.168 X1 + 0.324 X2 + 0.507 X3 + e. While the result of R Square is 0.969. In conclusion, simultaneously the variables of leadership, supervision, and job satisfaction have a positive effect in improving work discipline. while partially the three independent variables have a positive effect on improving work discipline.
Keywords: Work Discipline, Leadership, Job Satisfaction, Supervisory Employees
The aim of this study was to determine the effect of tourism image, experiential value, experiential satisfaction, on revisit intention in Lake Toba. The population in this study is tourists who visit Lake Toba, North Sumatra with an unknown number, so that the sampling uses the formula from the Malhotra theory where the number of questions is multiplied by four to obtain a sample of 324 tourists. The results showed that tourism image had a positive and significant effect on experiential satisfaction, experiential value had a negative but significant effect, experiential satisfaction had a positive and significant effect on revisit intention, tourism image had a positive and significant effect on revisit intention through experiential satisfaction and experiential value had a negative effect but significant to revisit intention through experiential satisfaction.
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