7. ANALISIS PENGARUH SERVICE QUALITY TERHADAP CUSTOMER RELATIONSHIP MANAGEMENT PADA BANK PEMERINTAH DI SURABAYA. Oleh : AM Kusnadi

The aim of this study was to know and analyze influence of service quality on customer relationship management .

The population in this study involved all customers of current account, saving, and time deposit in state banks in Surabaya, with minimum criteria of 3 (three) months being customers. Accidental sampling technique was used in this research and 400 customers were obtained. Structural equation modeling (SEM) was used as analysis technique by using AMOS 4.01 software.

The result of this study showed that service quality significantly influenced customer relationship management in state banks in Surabaya

Keywords: Customer relationship management, service quality