Title:
APPLICATION OF CUSTOMER RELATIONSHIP MARKETING TOWARDS CUSTOMER LOYALTY AT BANYUWANGI BRANCH BANK OF EAST JAVA

Authors:
Angga Ade Permana, Muhammad Firdaus, Muhaimin Dimyati, Indonesia

Abstract:

This study analyzes the influence of Customer Relationship Marketing including commitment, communication, trust, and conflict handling to customer loyalty. The purpose of this study is to test and analyze commitment, communication, trust, and conflict handling to customer loyalty simultaneously or partially. The sampling technique that researchers took was nonprobability sampling and using purposive sampling. The sample in this study amounted to 125 sample respondents to customers. Determination of the number of samples that are representative according to (Hair, Anderson, Tatham, & Black, 1995), is dependent on the number of indicators plied by 5 to 10 numb samples in this study ample = number of indicators x 5 = 25125 respond enresea ethod used in this stud ultiple linear regression, t-test, f test, a coefficient of dnatio The results of the ana tested show that variables comitment  (ommunication (ust ( nd conflict handling (imultaneously influence customer loya d commitment v les, trnd conflict handling p affect customer loyalty while communication no effect partially on customer loyalty at the Banyuwangi Branch Bank of East Java.