Pengaruh customer relationship management untuk meningkatkan volume transaksi investasi melalui loyalitas nasabah emerald bni kantor cabang jakarta pluit
Info Katalog
File Repositori
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2026
Pembimbing 1 : Dini Hariyanti
Pembimbing 2 : Dini Hariyanti
Kata Kunci : Keywords: Customer Relationship Management, Investment Transaction Volume, Customer Loyalty, Emeral
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2026_TS_MIE_1210124101014_Halaman-Judul.pdf | ||
| 2. | 2026_TS_MIE_1210124101014_Surat-Pernyataan-Revisi-Terakhir.pdf | 1 | |
| 3. | 2026_TS_MIE_1210124101014_Surat-Hasil-Similaritas.pdf | 2 | |
| 4. | 2026_TS_MIE_1210124101014_Halaman-Pernyataan-Persetujuan-Publikasi-Tugas-Akhir-untuk-Kepentingan-Akademis.pdf | 1 | |
| 5. | 2026_TS_MIE_1210124101014_Lembar-Pengesahan.pdf | 4 | |
| 6. | 2026_TS_MIE_1210124101014_Pernyataan-Orisinalitas.pdf | ||
| 7. | 2026_TS_MIE_1210124101014_Formulir-Persetujuan-Publikasi-Karya-Ilmiah.pdf | ||
| 8. | 2026_TS_MIE_1210124101014_Bab-1.pdf | ||
| 9. | 2026_TS_MIE_1210124101014_Bab-2.pdf | 21 |
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| 10. | 2026_TS_MIE_1210124101014_Bab-3.pdf | 17 |
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| 11. | 2026_TS_MIE_1210124101014_Bab-4.pdf | 41 |
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| 12. | 2026_TS_MIE_1210124101014_Bab-5.pdf | 4 | |
| 13. | 2026_TS_MIE_1210124101014_Daftar-Pustaka.pdf | 3 | |
| 14. | 2026_TS_MIE_1210124101014_Lampiran.pdf | 17 |
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A Abstrakpersaingan industri perbankan yang semakin kompetitif mendorong bank untuk tidak hanya mengandalkan pendapatan bunga, tetapi juga mengoptimalkan pendapatan dari produk dan layanan investasi. salah satu strategi yang dapat diterapkan adalah customer relationship management (crm), yaitu pendekatan yang berorientasi pada pembangunan hubungan jangka panjang dengan nasabah. penelitian ini bertujuan untuk menganalisis pengaruh customer relationship management terhadap volume transaksi investasi dan loyalitas nasabah, serta menguji peran volume transaksi sebagai variabel mediasi pada nasabah emerald bni kantor cabang jakarta pluit.penelitian ini menggunakan pendekatan kuantitatif dengan metode survei. data diperoleh melalui penyebaran kuesioner kepada 107 nasabah emerald bni kantor cabang jakarta pluit yang dipilih menggunakan teknik purposive sampling. analisis data dilakukan dengan menggunakan metode structural equation modeling–partial least squares (sem-pls).hasil penelitian menunjukkan bahwa customer relationship management berpengaruh positif dan signifikan terhadap volume transaksi investasi serta loyalitas nasabah. temuan ini mengindikasikan bahwa penerapan crm yang efektif mampu meningkatkan kualitas hubungan antara bank dan nasabah melalui kepercayaan, komunikasi, komitmen, dan penanganan konflik, sehingga mendorong peningkatan aktivitas transaksi investasi sekaligus memperkuat loyalitas nasabah. sebaliknya, volume transaksi tidak berpengaruh signifikan terhadap loyalitas nasabah. selain itu, volume transaksi juga tidak mampu memediasi pengaruh customer relationship management terhadap loyalitas nasabah. hasil tersebut menunjukkan bahwa loyalitas nasabah lebih dipengaruhi oleh kualitas hubungan dan pengalaman layanan yang diberikan bank dibandingkan oleh besarnya aktivitas transaksi investasi yang dilakukan.penelitian ini memberikan implikasi bahwa bni perlu terus memperkuat implementasi customer relationship management melalui peningkatan kualitas komunikasi, pelayanan yang lebih personal, serta pemanfaatan teknologi berbasis data untuk memahami kebutuhan nasabah. strategi tersebut diharapkan mampu membangun hubungan jangka panjang yang berkelanjutan, meningkatkan loyalitas nasabah, dan mendorong pertumbuhan volume transaksi investasi.kata kunci: customer relationship management, volume transaksi investasi, loyalitas nasabah, nasabah emerald, sem-pls.
A Abstractthe increasingly competitive banking industry requires banks to rely not only on interest income but also on revenue generated from investment products and services. one strategy that can be implemented to achieve this objective is customer relationship management (crm), which focuses on establishing and maintaining long-term relationships with customers. this study aims to examine the effect of customer relationship management on investment transaction volume and customer loyalty, as well as to investigate the mediating role of transaction volume in the relationship between customer relationship management and customer loyalty among emerald customers at bni jakarta pluit branch.this study employed a quantitative research approach using a survey method. data were collected through questionnaires distributed to 107 emerald customers of bni jakarta pluit branch, selected using a purposive sampling technique. the data were analyzed using the structural equation modeling–partial least squares (sem-pls) method.the findings indicate that customer relationship management has a positive and significant effect on both investment transaction volume and customer loyalty. these results suggest that effective crm implementation enhances the quality of the relationship between the bank and its customers through trust, communication, commitment, and conflict handling, thereby encouraging higher investment transaction activities while strengthening customer loyalty. however, investment transaction volume does not have a significant effect on customer loyalty. furthermore, transaction volume does not mediate the relationship between customer relationship management and customer loyalty. these findings imply that customer loyalty is influenced more by the quality of the relationship and service experience provided by the bank than by the magnitude of customers\' investment transaction activities.the findings of this study imply that bni should continue strengthening its customer relationship management practices by improving communication quality, providing more personalized services, and utilizing data-driven technologies to better understand customer needs. these strategies are expected to foster long-term customer relationships, enhance customer loyalty, and encourage the growth of investment transaction volume.
