During the 1997 crisis, SMEs became the backbone of Indonesia
economy. After that, the numbers of SMEs were getting higher and higher and
their businesses grow better than micro enterprises and large enterprises. Since
they were growing, they also needed more capital to make a greater expansion of
their businesses. This condition was known by the bank and banks both local and
foreign banks tried to gain bigger market share for SMEs. One of them was XYZ
Bank. This bank tried to reach SMEs by using CRM activities to give them
maximum satisfaction. The writer wanted to analyze the effect of CRM by using
service quality dimensions towards customer satisfaction using multiple
regression analysis. The writer wanted to know what factors affect customer
satisfaction significantly by using service quality dimensions and the most
influential factor of customer choosing a bank. Using the combination of
descriptive and causal studies, the writer tried to find out the factors of service
quality dimensions that satisfy customers and the most influential factors of
customers choosing a bank.
Author
• (34403026) CHRISTINE THOMAS
Contributor
• (98-037) Ricky
• (98-038) Filicia Chandra
Publisher
Universitas Kristen Petra
Year : 2008
Subject
1. CONSUMER SATISFACTION
2. CUSTOMER RELATIONS
3. CUSTOMER SERVICE
Keyword
service quality dimensions, customer satisfaction, customer relationship management, bank
Category
s1 - Skripsi/Undergraduate Thesis (International Business Management)
Language
English
Rights
Final Assignment Report No. 00010131/MAN/2008; Christine Thomas (34403026)
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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