APPLICATION  OF  CUSTOMER  RELATIONSHIP  MARKETING TOWARDS TRUST IN PT BANK NEGARA INDONESIA IN JEMBER

Angga  Ade Permana; Abdul  Wahid; Dedy  Wijaya Kusuma

doi:10.31967/prmandala.v5i0.1310

Angga Ade Permana Institut Teknologi dan Sains Mandala
Abdul Wahid Institut Teknologi dan Sains Mandala
Dedy Wijaya Kusuma Institut Teknologi dan Sains Mandala

DOI: https://doi.org/10.31967/prmandala.v5i0.1310

Abstract

This study analyzes the effect of commitment, communication, and problem handling on customer trust. The purpose of this study is to test and analyze commitment, communication, and handling problems to customer trust simultaneously or partially. The sampling technique in this study is nonprobability sampling and uses purposive sampling. The sample in this study amounted to 125 sample respondents to customers. The research method used in this study is multiple linear regression, t test, f test, and the coefficient of determination R2. Berdasarkan hasil penelitian menunjukkan bahwa variabel komitmen (X1), komunikasi (X2), dan penanganan masalah (X3) secara simultan berpengaruh terhadap kepercayaan nasabah dan penanganan masalah (X3) secara parsial berpengaruh terhadap kepercayaan nasabah sedangkan variabel komitmen (X1) dan komunikasi (X2) tidak berpengaruh secara parsial terhadap kepercayaan nasabah pada PT Bank Negara Indonesia Di Jember.