Open AccessCUSTOMER RELATIONSHIP MANAGEMENT, FRAMING EFFECT, TINGKAT KEPUASAN TERHADAP TINGKAT KEPERCAYAAN DAN LOYALITAS NASABAH DALAM PENGGUNAAN LAYANAN MOBILE BANKING PADA NASABAH BANK BRI CABANG RENON
Author(s) -
Desak Made Febri Purnama Sari,
G.A Putu Anggun Darmaningsih
Publication year - 2021
Publication title -
krisna: kumpulan riset akuntansi
Language(s) - English
Resource type - Journals
eISSN - 2599-1809
pISSN - 2301-8879
DOI - 10.22225/kr.12.2.2683.225-231
Subject(s) - business , loyalty , mobile banking , customer satisfaction , marketing , framing (construction) , business administration , loyalty business model , advertising , service quality , service (business) , structural engineering , engineering
In this digital era with the rapid development of technology, it has been able to provide benefits for human life. One of them is the use of technology in the banking world that is manifested in a Mobile Banking application. The rapid development of technology must also be balanced with the use and proper understanding. This research will discuss about how banks provide satisfying services to their customers, then how to provide technology-based services that can be received, understood and utilized appropriately by customers. If seen from the fact that the writer met in the community which incidentally is a customer in a bank, then the writer can conclude that there are still customers who experience dissatisfaction and limited knowledge of the Mobile Banking services provided by the bank. Therefore this research was conducted to find out how Customer Relationship Management, Framing Effect, level of satisfaction can affect the Level of Customer Trust and Loyalty in the use of Mobile Banking services.