Rimbasari, Ana (2020) Implikasi Aplikasi Customer Relationship Management (CRM) di Industri Perbankan: Relevansi T-CRM dan H-CRM pada Kualitas Hubungan dan Perilaku Nasabah. Jurnal thesis, STIE YKPN.
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Abstract
This research examines the use of technology and human in CRM especially in the banking industry. The purpose of this study is to determine the role of technology and human in relation to quality relationships and customer behavior. Researchers collected data using focus group discussions (FGD) and questionnaires. The sample of this study are Mandiri, BCA and BRI customers who have experience in using technology-based and human-based banking services. The results of this study are that technology-based CRM and human beings have a significant positive effect on quality relationships and quality relationships have a significant effect on customer behavior. This research proves that technology-based CRM is needed in the banking industry, but technology cannot replace humans. Technology and people are still needed and need to go hand in hand in the industry of banking.
| Item Type: | Thesis (Jurnal) |
|---|---|
| Additional Information: | Tesis dapat dibaca di Perpustakaan dengan call number RIM I 446/2020 |
| Uncontrolled Keywords: | CRM, TCRM, HCRM, person-provider fit, human touch, positive wom, willingness to churn, willingness to invest more |
| Divisions: | Program Pasca Sarjana > Jurnal Tesis Magister Manajemen |
| Depositing User: | Pustakawan STIE YKPN |
| Date Deposited: | 04 Sep 2020 06:19 |
| Last Modified: | 04 Sep 2020 06:19 |
| URI: | http://repository.stieykpn.ac.id/id/eprint/890 |
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