Suharto (2016) Model Development Of Customer Loyalty Using The Customer Relationship Management (crm) In Bank Customers In The Province Of Lampung

The 1st Internasional Conference On Economics, Business, And Accounting 2016, Pp. 335 - 340

File Pdf Download


This study is aimed at finding a prototype of customer loyalty-based customer relationship management (CRM) is the right of the bank owned by the government through the economic empowerment of institutions Household Industry, Business Group, and Micro, Small and Medium area of Lampung Province. The study used survey method by using the data from the customer selected as samples, as well as interviews with various sources in order to identify the model, using descriptive qualitative and quantitative method. The results of this study is to identify the factors in
customer relationship management that can affect customer loyalty groups, Household Industry, Business Group, and Micro, Small and Medium-sized banks owned by local governments of Lampung Province, and to obtain a model of customer loyalty using customer relationship management through empowerment poor society.
Keywords: Customer Relationship Management, Customer Loyalty


  1. Brown, Stanley A. Customer Relationship Management: A Strategic Imperative in the World of e-Business. Canada: John Wiley & Sons Canada Inc. 2008.
  2. David, Fred R. Strategic Management. Ten edition, Jakarta: Publisher Salemba Four, 2011.
  3. Fullerton, Gordon. "The Impact of Brand Commitment on Satisfaction and Loyalty". International Journal, vol.7, No. 4. 2004.
  4. John, John. "Effect of Customer Relationship Management in Increasing Customer Loyalty". Universitas Budi Luhur, (accessed 13 December 2015).
  5. Jon, Anton., And Natalie L. Petouhoff. Customer Relationship Management: The Bottom Line to Optimizing Your ROI. New Jersey: Prentice Hall. 2002.
  6. Kamakura, Wagner and Mela, F. Carl. Models Choice and Customer Relationship Management, Marketing Letters 16: 2005.
  7. Kandampully, Jay, and Dwi Suhartanto. "Customer loyalty in the hotel industry: The Role of Customer Satisfaction and Image." International Journal of Contemporary Hospitality Management. Vol. 17 (11) 2005.
  8. Lexy J., Moleong. Qualitative Research Methodology. Bandung: PT Youth Rosdakarya. 2010.
  9. Payne, A. Hand Book of CRM: Achieving Excellence in Customer Management
  10. Sun, Boahong. 2006 Investigating Interrelationship Among Customer Value, Customer Satisfaction, Switching Cost, Loyalty. Singapore: Nanyang Technology Univ. Singapore.
  11. Suharto, Responsiveness, Customer Relationship Management, Confidence and Customer Loyalty. Social and Economic. Scientific Journal of PPI-SMEs. Vol. 3 No. 2. ISSN No. 2356 - 2536. 2016.
  12. Zeithaml, Valarie A., Mary Jo Bitner, and Dwayne D. Gremler. Service Marketing.New York: McGraw-Hill Education, 2009.