BII is one of the biggest banks in Indonesia which is running under
Maybank Offshore Corporate Service. It provides wide range of financial services
to serve its customers. The real current condition that BII have to face is the
changing trend in customer behaviors and tighter competition between banks in
Bali. Therefore, consumer evaluation is needed to understand the consumer
perspective toward company current performance. It is to know what the
consumer thinks and how they perceive toward the factors that are being
evaluated. This research will identify the significance level of each factor of CRM
foundation through consumer evaluation and determine the most influential factor.
Hypothesis created are factors of people, business process, and technology
positively affect the consumer evaluation and factors of people become the most
dominant factors in affecting consumer evaluation result. The analysis will be
using multiple regressions. The result shows that consumer evaluation is
positively affected by each factor and mostly by the people factor.
Author
• (34405035) INDIRA ISWAHYUDI
• (34405010) NATANAEL KRISADITYO W
Contributor
• (030-020) LIANTO DARMAWAN
• (98-038) Filicia Chandra
Publisher
Universitas Kristen Petra
Year : 2009
Keyword
consumer evaluation customer relationship management factors, banking industry
Category
s1 - Skripsi/Undergraduate Thesis (International Business Management)
Language
English
Rights
Undergraduate Thesis No. 34010021/MAN/2009; Natanael K. Widianto (34405010), Indira Iswahyudi (34405035)
The resource(s) is/are owned by the Creator/Contributor.Reproduction & distribution for non-commercial purposes is permitted provided that the credit for the Creator/Contributor and the source are explicitly stated,and no alteration are made
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