Customer Relationship Management, Customer Satisfaction and Its Impact on Customer Loyalty

Sulaiman, Said Musnadi

2018

Abstract

This study aims to determine the effect of Customer Relationship Management (CRM) on Customer Satisfaction and its impact on Customer Loyalty of Islamic Bank in Aceh’s Province. The study population is all customers in in the Islamic Bank. This study uses convinience random sampling with a sample size of 250 respondents. The analytical method used is structural equation modeling (SEM). The results showed that the Customer Relationship Management significantly influences both on satisfaction and its customer loyalty. Furthermore, satisfaction also affects its customer loyalty. Customer satisfaction plays a role as partially mediator between the influences of Customer Relationship Management on its Customer Loyalty. The implications of this research, the management of Islamic Bank needs to improve its Customer Relationship Management program that can increase its customer loyalty.

Paper Citation

in Harvard Style

Sulaiman. and Musnadi S. (2018). Customer Relationship Management, Customer Satisfaction and Its Impact on Customer Loyalty.In Proceedings of the 7th International Conference on Multidisciplinary Research - Volume 1: ICMR, ISBN 978-989-758-437-4, pages 692-698. DOI: 10.5220/0008892606920698

in Bibtex Style

@conference{icmr18,
author={Sulaiman and Said Musnadi},
title={Customer Relationship Management, Customer Satisfaction and Its Impact on Customer Loyalty},
booktitle={Proceedings of the 7th International Conference on Multidisciplinary Research - Volume 1: ICMR,},
year={2018},
pages={692-698},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0008892606920698},
isbn={978-989-758-437-4},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 7th International Conference on Multidisciplinary Research - Volume 1: ICMR,
TI - Customer Relationship Management, Customer Satisfaction and Its Impact on Customer Loyalty
SN - 978-989-758-437-4
AU - Sulaiman.
AU - Musnadi S.
PY - 2018
SP - 692
EP - 698
DO - 10.5220/0008892606920698