Winulang, Alam (2022) Pengaruh Orientasi Pelanggan, Customer Centric Organizational System, Crm Technology Terhadap Crm Capabilities Serta Dampaknya Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan Pt Asuransi Jasa Indonesia. Masters thesis, Universitas Hayam Wuruk Perbanas Surabaya.
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Abstract
The purpose of this research is to analyze Customer Orientation, Customer-Centric Organizational System, CRM Technology to CRM Capabilities and Their Impact on Customer Satisfaction and Loyalty of PT Asuransi Jasa Indonesia. The population used is the customers of PT Asuransi Jasa Indonesia and the sampling technique is carried out using a purposive sampling technique as many as 130 respondents. This research is a correlation type using a quantitative method approach. The results showed that Customer Orientation had no significant effect on the CRM Capabilities variable, Customer-Centric Organizational System had a significant effect on the CRM Capabilities variable, CRM Technology had a significant effect on the CRM Capabilities variable, CRM Capabilities did not have a significant effect on Customer Satisfaction, Customer Loyalty could be influenced by significant by satisfaction.
| Item Type: | Thesis (Masters) |
|---|---|
| Subjects: | 300 - SOCIAL SCIENCE > 360 - 369 SOCIAL PROBLEMS AND SERVICES; ASSOCIATIONS > 368 - INSURANCE |
| Divisions: | Magister of Management |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 26 Jan 2024 07:14 |
| Last Modified: | 26 Jan 2024 07:14 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/11908 |
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