PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT DAN KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH PADA PT BANK SULSELBAR CABANG PANGKEP

2016Pengaruh Customer Relationship Management dan Kualitas Pelayanan\ud Terhadap Loyalitas Nasabah Pada PT Bank Sulselbar Cabang Pangkep \ud Alfiani Maswar\ud Indrianty Sudirman\ud Abdul Razak Munir \ud \ud Penelitian ini bertujuan untuk mengetahui pengaruh Customer Relationship\ud Management dan Kualitas Pelayanan terhadap Loyalitas Nasabah pada PT.\ud Bank Sulselbar Cabang Pangkep dan untuk menentukan manakah dari variabel \ud variabel dari Customer Relationship Management dan Kualitas Pelayanan yang\ud berpengaruh paling dominan terhadap loyalitas nasabah pada PT. Bank \ud Sulselbar Cabang Pangkep. Penelitian ini menggunakan metode deskriptif yang\ud melibatkan 100 orang responden. Pengumpulan data dilakukan dengan\ud menggunakan pembagian kuesioner. Data yang diperoleh dianalisis dengan\ud menggunakan formula statistik, yakni dengan menggunakan analisis regresi linier\ud berganda yang pengolahannya dilakukan dengan program SPSS versi 20. Hasil\ud penelitian menunjukkan bahwa variabel Customer Relationship Management dan\ud Kualitas Pelayanan secara simultan berpengaruh positif dan signifikan terhadap\ud Loyalitas Nasabah pada PT. Bank Sulselbar Cabang Pangkep. Adapun variabel\ud Customer Relationship Management menjadi variabel yang paling berpengaruh\ud terhadap Loyalitas Nasabah pada PT. Bank Sulselbar Cabang Pangkep \ud \ud \ud The purpose of this study was to determine the effect of Customer Relationship \ud Management and Service Quality on Customer Loyalty in PT. Bank Sulselbar\ud Branch Pangkep and to determine which of the variables of Customer\ud Relationship Management and Service Quality which has the most dominant\ud influence on customer loyalty in PT. Bank Sulselbar Pangkep Branch. This\ud research uses descriptive method that involved 100 respondents. The data\ud collection is done by using the distribution of questionnaires. Data were analyzed\ud using statistical formulas, namely by using multiple linear regression analysis of\ud the processing performed with SPSS version 20. The results showed that the\ud variables of Customer Relationship Management and Service Quality\ud simultaneously have positive and significant impacts to the Customer Loyalty in\ud PT. Bank Sulselbar Pangkep Branch. As for the variables Customer Relationship\ud Management became the most influential variables on Customer Loyalty in PT.\ud Bank Sulselbar Pangkep Branch