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Please use this identifier to cite or link to this item: http://hdl.handle.net/123456789/3602

Title: FLAZZ CARD IMPLEMENTATION BASED CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN INCREASING CUSTOMER LOYALTY PT. BANK CENTRAL ASIA, TBK IN JAKARTA
Authors: Ayuningrum, Ratih
Keywords: INCREASING CUSTOMER LOYALTY
Issue Date: 18-Sep-2012
Abstract: Intense competition among companies, business focus changes from product centric to customer centric is also increasingly appear thicker. To get new customers and loyalty are two things that are critical to the survival of the bank. Therefore we need a way to tweak how to obtain customer loyalty. One of them with Customer Relationship Management (CRM). Therefore, the purpose of study is to determine the effect of applying Flazz Card and Card Flazz programs are the most popular are run by BCA in maintaining customer loyalty. In this experiment, the authors distribute the questionnaire to 100 customers who became customers PT Bank Central Asia Tbk. Then the results will be processed using Multiple Linear Regression method, the method of coefficient of determination, where as the hypothesis test using t test (Partial), F test (Anova) and the method of application of factor analysis using SPSS for windows 14.00. This method is used to find out how much influence on the PT program Flazz Card Bank Central Asia Tbk. The research result for variable BCA satisfaction affects customer loyalty. This is indicated by the value of F calculated > F table is 10 807 > 2720. But the ability of variables to explain the variable levels of satisfaction in customer loyalty is very little that is sebasar 3 6.50%. Flazz Card Program conducted by the BCA quite effective in making the most loyal customers to the bank BCA, but actually most of the customers' loyalty is influenced by other factors beyond customer satisfaction toward the program Flazz Card.
URI: http://hdl.handle.net/123456789/3602
Appears in Collections:E-Journal Ekonomi

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