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Loyalitas Nasabah Dilihat dari Customer Relationship Management dan Kualitas Pelayanan

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  • Johan, Ruwida

Abstract

The purpose of this study was to determine and analyze the effect of customer relationship management and service quality on customer loyalty at PT. Bank BNI Persero Tbk. Bukittinggi Branch. The population in this study is all of the savings customers of PT. Bank BNI Persero Tbk Bukittinggi Branch totaling 13,320. While the number of samples in this study were 100 customers. The sampling technique used is the random sampling method, which is by taking a random sample. Data analysis techniques used to test hypotheses are multiple linear regression and statistical T tests. The results showed that the customer relationship management and service quality variables had a positive and significant effect on customer loyalty in PT. Bank BNI Persero Tbk. Bukittinggi Branch

Suggested Citation

  • Johan, Ruwida, 2023. "Loyalitas Nasabah Dilihat dari Customer Relationship Management dan Kualitas Pelayanan," OSF Preprints fcnmb_v1, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:fcnmb_v1
    DOI: 10.31219/osf.io/fcnmb_v1
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