Customer Relationship Management, Customer Satisfaction and its Impact on Customer Loyalty

Yash Nashine

Title:
Customer Relationship Management, Customer Satisfaction and its Impact on Customer Loyalty

Authors:
Yash Nashine

Cite This Article :

Yash Nashine "Customer Relationship Management, Customer Satisfaction and its Impact on Customer Loyalty" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Special Issue | Smart Innovations in Computer Science and Applications, March 2026, pp.1521-1529, URL: https://www.ijtsrd.com/papers/ijtsrd102052.pdf

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Abstract :
This study aims to determine the effect of Customer Relationship Management (CRM) on Customer Satisfaction and its impact on Customer Loyalty of Islamic Bank in Aceh’s Province. The study population is all customers in in the Islamic Bank. This study uses convinience random sampling with a sample size of 250 respondents. The analytical method used is structural equation modeling (SEM). The results showed that the Customer Relationship Management significantly influences both on satisfaction and its customer loyalty. Furthermore, satisfaction also affects its customer loyalty. Customer satisfaction plays a role as partially mediator between the influences of Customer Relationship Management on its Customer Loyalty. The implications of this research, the management of Islamic Bank needs to improve its Customer Relationship Management program that can increase its customer loyalty.

Keywords :
Customer Relationship Management, Satisfaction, Customer Loyalty.

Publication Details:

Unique Identification Number : IJTSRD102052

Published In : Special Issue | Smart Innovations in Computer Science and Applications, March 2026

Page Number(s) : 1521-1529

Publisher Name : IJTSRD | www.ijtsrd.com | E-ISSN 2456-6470

Copyright © 2019 by author(s) and International Journal of Trend in Scientific Research and Development Journal. This is an Open Access article distributed under the terms of the Creative Commons Attribution License (CC BY 4.0) (http://creativecommons.org/licenses/by/4.0)

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