Customer Relationship Management, Service Quality, and Customer Loyalty of Islamic Bank

Abstract

This type of research includes case research and field research with a quantitative approach, which aims to provide empirical evidence about the effect of customer relationship management and service quality on customer loyalty with satisfaction as an intervening variable for Islamic banks. The population that became the object of the study was the customers of BRI Syariah KCP Kudus with the number of samples used as many as 100 respondents. data collection method in this study using a questionnaire or questionnaire. The findings of the research on the relationship between the independent variable (customer relationship management and service quality) and the dependent variable (customer satisfaction), including the intervening relationship. These findings indicate that Islamic banks must have an intensity of attention on strategic and implementation steps towards customer relationship management and service quality to achieve customer satisfaction.