Electronic Theses and Dissertation

Abstrak penelitian ini dilakukan dengan tujuan untuk menganalisis pengaruh customer relationship management system terhadap customer insights melalui relational information processess pada perbankan di banda aceh. responden penelitian ini adalah manajer pada perbankan di wilayah banda aceh sebanyak 40 orang. hasilanalisis data menggunakan hlm (hierarchical linear modelling) menunjukan bahwa customer relationship management system berpengaruh signifikan terhadap customer insights, customer relationship management system berpengaruh signifikan terhadap relational information processes, relational information processes berpengaruh signifikan terhadap customer insights, relational information processes memediasi secara penuh (full/ perfect mediation) pengaruh customer relationship management system terhadap customer insights pada perbankan di banda aceh. kata kunci : customer relationship management system, customer insights, relational information processess ? abstract the purpose of this study was to analyze the influence of customer relationship management system on costumer insights through relational information processes on the banks in banda aceh. the respondents of the study were 40 bank managers in banda aceh. the results of data analysis using hlm (hierarchical linear modelling) showed that customer relationship management system has significant influence on customer insights, customer relationship management system has significant influence on relational information processes, relational information processes has significant influence on customer insights and relational information processes fully mediated the influence of customer relationship management system on customer insights on banks in banda aceh. keywords: customer relationship management system, costumer insights, relational information processes.