Brand Image Model: Analysis of Customer Relationship Management (CRM) and Service Quality
Journal Title: Saudi Journal of Humanities and Social Sciences - Year 2017, Vol 2, Issue 10
Abstract
The object of this research at PT. Bank Mandiri (Persero) unit Jakarta Bintaro Jaya 1 is a branch under the coordination of Regional V Jakarta 3 area of beautiful cottage Jakarta, consisting of 12 units of micro office with Case Study on Micro Credit Loan. This bank has a commitment to provide ease of lending as an additional business capital for Micro Entrepreneur (UM) or UMKM. More than 80 percent of business units in Indonesia are UM / UMKM. During the period of 5 years (2010-2014) the provision of credit / UMKM decreased. In addition, the number of non-performing loans (NPLs) from the UM / UMKM sector has increased significantly. The relationship quality management (CRM) index has declined over the last five years, so there needs to be an effort to improve relationship quality (CRM) and service quality. This will be able to improve the image of banking. The purpose of this research is to develop brand image with CRM and service quality. Unit of analysis of micro business credit debtors, population 558 and samples of 100 customers with slovin techniques. Analysis method with quantitative analysis. Analysis technique with Path analysis, followed by determination analysis (RSquare), Testing of partial hypothesis (t test) and simultaneous (F test) with alpha 5 percent. Before the analysis with the first path analysis in the test questionnaire research with validity and reliability test as well as classical assumptions. SPSS version 22.0 analysis tool. The research result is that Customer Relationship Management and Service Quality have an effect on Brand Image either partially, simultaneously, directly and indirectly. Keywords: Brand Image, Customer Relationship Management and Service Quality
Authors and Affiliations
Antonius Setyadi, Hapzi Ali
Keywords
Related Articles
- EP ID EP396214
- DOI -
- Views 143
- Downloads 0
Application of the Conceptual Metaphor Theory in the Analysis of Word Metaphors: A Case of Wamitilas Plays
Metaphors are an ambiguous and complex genre in Kiswahili Literature which slips into the forms of other literary genres and figurative language. This is potrayed in their definitions and manner of classification. Althou...
Strategic Management of STAI Ibnu Sina Batam Leaders in Dealing with Asean Economic Society (AEC)
Abstract: Management uses strategic concepts to make the allocation of resources more effective in achieving educational goals. The process that plays an important role in determining strategic objectives is developed by...
Towards a Pastoral Approach for the Synoptic Problem: Re-reading of the Gadarene Demoniac Story with Selected Seventh-day Adventist Churches in Musoma Town Tanzania “Work forming part of the requirements for the degree of Master of Arts in Religious Studies of Kenyatta University”
The purpose of this study was to develop a Pastoral approach for the Synoptic Problem, a simplified approach of studying the Synoptic Gospels with Church members. This study was done in Musoma town Tanzania to help Seven...
Europe - Islam. Reflections on Uneasy Relationships
Abstract: The aim of the article is to describe the relationship between Europe and Islam based on the analysis of economic, cultural and social factors, including demographic changes in Europe and in the Muslim countrie...
An Overview of Boko Haram Insurgency in Nigeria
Abstract: This study attempted to carry out an overview of the YussufiyyaBoko Haram sect and its activities in Nigeria. Secondary data obtained mainly from National newspapers and the internets were used in the analysis....