Articles Implementation Of Customer Relationship Management In Order To Build Customer Satisfaction And Loyalty

This study aims to examine the impact of the implementation of customer relationship management (CRM) on customer satisfaction and loyalty, and the impact of satisfaction on customer loyalty of government commercial banks (BNI, BRI, Bank Mandiri, and BTN) in East Java Province. The research instrume...

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Bibliographic Details

Published in:	Jurnal Manajemen Indonesia
Main Authors:	Salma Fauziyyah, Khanifatul Khusna
Format:	Article
Language:	Indonesian
Published:	Telkom University 2022-04-01
Subjects:	customer relationship management customer satisfaction customer loyalty
Online Access:	https://journals.telkomuniversity.ac.id/ijm/article/view/2802