Pengaruh Customer Relationship Management dan Kualitas Layanan Terhadap Kepuasan Nasabah PT. Clipan Finance Bandar Lampung
Article Sidebar
Main Article Content
Abstract
In facing increasingly fierce competition in the era of globalization, especially in the motor vehicle financing sector, companies must focus on effective marketing strategies. Customer Relationship Management (CRM) is the main basis for creating various product references for customers. This research aims to analyze the influence of Customer Relationship Management (CRM) and Service Quality on customer satisfaction at PT. Clipan Finance Bandar Lampung. This research used quantitative methods involving 61 respondents as samples. Data analysis was carried out using a multiple linear regression model, by calculating the coefficient of determination and testing the hypothesis using the t test and F test. The research results show that the t test (partial) confirms that Customer Relationship Management (CRM) and Service Quality have a positive and significant influence on satisfaction customers. Meanwhile, the results of the F test state that together, Customer Relationship Management (CRM) and Service Quality have a significant effect on customer satisfaction. Analysis of the coefficient of determination concludes that Customer Relationship Management (CRM) and Service Quality jointly influence customer satisfaction at PT. Clipan Finance Bandar Lampung.
Downloads
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
An author  who publishes in the  Jurnal Manajemen Teknologi agrees to the following terms:
- Author retains the  copyright and grants the journal the right of first publication of  the work simultaneously licensed under the Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Author is  able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book)with the  acknowledgement of its initial publication in this journal.
- Author is  permitted and encouraged to post his/her  work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of the published work (See The Effect of Open Access).
Jurnal Ekonomi Manajemen Teknologi (EMT) KITA by http://journal.lembagakita.org/index.php/emt/index is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
References
Augtiah, I., Ariyadi, M.Y. and Bintang, R.A.K., 2023. Implementation of the Business Model Canvas Strategy for MSMEs in Karanganyar Regency. Jurnal EMT KITA, 7(4), pp.1285-1295. DOI: https://doi.org/10.35870/emt.v7i4.1625.
Fadli, M. F., & Giovanni, J. (2021). Pengaruh Kualitas Layanan, Nilai Pelanggan, Customer Relationship ManagemenT (CRM) Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan (Studi Pada PT. BPR Prima Multi Makmur). Jurnal Ekonomi Integra, 11(2), 152-163. DOI: https://doi.org/10.51195/iga.v11i2.159.
Fathoni, M. I., & Siyamto, Y. (2022). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pengunjung Perpustakaan Di Dinas Perpustakaan Dan Kearsipan. Jurnal Ilmiah Keuangan Akuntansi Bisnis (JIKAB), 1(2), 89-97. DOI: https://doi.org/10.53088/jikab.v1i2.16.
Komalasari, E., & Sos, S. (2014). Pengaruh Customer Relationship Management Terhadap Tingkat Kepuasan Nasabah Pada Pt. Bank Riau Kepri Cabang Utama Pekanbaru Oleh. JIS, 7(1).
Kuswandarini, K. I., & Annisa, A. A. (2021). Analisis pengaruh kualitas layanan, corporate image, dan customer relationship management terhadap loyalitas nasabah dengan kepuasan nasabah sebagai variabel intervening. Journal of Management and Digital Business, 1(1), 37-51. DOI: https://doi.org/10.53088/jmdb.v1i1.46.
Muhammad, F., Fitri, I., & Nuraini, R. (2022). Implementasi Customer Relationship Management (CRM) pada Sistem Informasi Pemasaran dengan Menggunakan Framework React. JS Berbasis Website. Jurnal JTIK (Jurnal Teknologi Informasi dan Komunikasi), 6(1), 93-101. DOI: https://doi.org/10.35870/jtik.v6i1.392.
PT. Clipan Finance Bandar Lampung. 2023. Data nasabah PT. Clipan Finance Bandar Lampung dari tahun Januari 2022 – Juli 2023.
Ulfa, J., Djamil, M., & Rizal, S. (2017). Sistem Administrasi Custumer Service pada PT. LG Eletronik dan Operator Cabang Banda Aceh. Jurnal Ekonomi Manajemen dan Sekretari, 2(2), 76-83.