PENGGUNAAN MESIN CRM DAN APLIKASI E - CHANNEL TERHADAP KEPUASAN NASABAH DI BANK BNI BATU AJI BATAM

Abstract

Advancements in technology make it easier for all activities of each individual in everything. One of the machines that
provides convenience in conducting transactions is CRM engine. And one business application that provides banking
services is E-Channel. Information technology applications in e-channels at Bank BNI consist of e-banking, short message
banking, phone banking, e-channel applications are made to increase efficiency, and productivity while increasing revenue
with far better sales. The purpose of this study is to measure the partial and simultaneous influence of application CRM
engine and e-channels on customer satisfaction at Bank BNI Batu Aji Batam. The research design used in this study is
causality research design. In measuring these variables researchers used Likert scale, and researchers used questionnaire
distribution system. The population in this research are customers of Bank BNI Batu aji batam who came in January to
March 2020 as many as 363. The sample withdrawal technique used in writing this thesis using the Slovin formula so as to
obtain 190 respondents as samples . The t test results, the tcount value of CRM Engine variable is 2,530, greater than the
ttable 1.653, and the sig value is 0.012 <0.05, it can be concluded that CRM Engine variable has a positive and significant
effect on customer satisfaction variables. The E-channel variable the tcount got 7.972 greater than the ttable value of 1.653
and the sig value obtained 0.000 <0.05. It can be concluded that E-channel variable has a positive and significant influence
on the customer satisfaction variable. From the results of the f test, the fcount value of 61.991> ftabel of 2.42 and a sig value
of 0.000 <0.05 so that the results can be concluded simultaneously that the CRM and e-channel variables have a positive
and significant effect on customer satisfaction.