THE SERVICE PROVISION PERFORMANCE AND CUSTOMER RELATION MANAGEMENT IN INCREASING THE CUSTOMER VALUE

Pandjaitan, Dorothy Rouly Haratua and Siringoringo, Ir. Hotniar (2011) THE SERVICE PROVISION PERFORMANCE AND CUSTOMER RELATION MANAGEMENT IN INCREASING THE CUSTOMER VALUE. Global Management Conference.

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Abstract

Banking services cannot be separated from customer in which it is used as a common yardstick to evaluate the service performance provision and how well the customer relation is managed by the bank. Bank is required to deliver its service properly in order to maintain its customer loyalty and to increase customer value. The objective of this research is to analyze the influence of service provision performance and customer relation management toward customer value. For this purpose this was used questionnaire as instrument and customers of ―Siger Mas‖ and the ―Simpeda‖ savings of Bank of Lampung as respondents. Three sub variables consisting of the level supporting physical availability, the supporting conveniences facilities, and personal contacts were employed to measure the service performance. Three sub variables consisting of the process of creating the customer value, responsibility, and process product in another hand are used to measure customer relation management. Customer value was measured by the benefit indicators and sacrifice burden of the customers. It was succeeded to collect data from a total of 431 respondents consisting of the ―Sigermas‖ and the ―Simpeda‖ customer from five branches and the headquarter of Lampung Bank. Result shows that SPPs and customer relation management influence customer value. However, service provision performance has stronger influence than the customer relation management.

Item Type: Article
Uncontrolled Keywords: performance; service provision; customer relation management; customer value; customer loyalty
Subjects: A General Works > AI Indexes (General)
Divisions: Fakultas Teknologi Industri > Program Studi Teknik Industri
Depositing User: Mr Reza Chandra
Date Deposited: 28 Feb 2014 10:34
Last Modified: 28 Feb 2014 10:34
URI: http://repository.gunadarma.ac.id/id/eprint/1239

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