Zalzila Pramesti Nisa, . (2025) ANALISIS PERAN RELATIONSHIP MANAGER DALAM MENINGKATKAN LOYALITAS NASABAH BANCASSURANCE BANK MUAMALAT INDONESIA Tbk. KANTOR CABANG CINERE. Tugas Akhir thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
This study aims to analyze the role of the Relationship Manager in enhancing customer loyalty toward Bancassurance products at Bank Muamalat Indonesia, Cinere Branch. The research method used is quantitative descriptive, with data collected through a survey by distributing a Google Form questionnaire to 50 Bancassurance customers. The analysis results show that the Relationship Manager plays an important role in shaping customer loyalty through the quality of services provided. On the indicators of responsiveness and reliability, the average score was 206 in the “Agree” category, indicating that the Relationship Manager is perceived as responsive, proactive, and reliable. The assurance and empathy indicators scored 210 and 213 respectively, also in the “Agree” category, reflecting the Relationship Manager's ability to provide a sense of security and understand customer needs. The tangibles indicator obtained the highest score of 219, categorized as “Strongly Agree,” which shows a high level of visual professionalism. Meanwhile, customer satisfaction and loyalty scored 215 in the “Strongly Agree” category, indicating that the services provided by the Relationship Manager have a direct impact on customers’ loyalty to the bank.
| Item Type: | Thesis (Tugas Akhir) |
|---|---|
| Additional Information: | [No. Panggil: 2210101039] [Pembimbing: Jenji Gunaedi Argo] [Penguji 1: Suharyati] [Ketua Penguji: Diana Triwardhani] |
| Uncontrolled Keywords: | Relationship Manager, Bancassurance, Customer Loyalty, Service Quality, Trust, Customer Satisfaction, Bank Muamalat |
| Subjects: | H Social Sciences > HF Commerce > HF5601 Accounting H Social Sciences > HG Finance H Social Sciences > HJ Public Finance |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Perbankan dan Keuangan (DIII) Fakultas Ekonomi dan Bisnis > Program Studi Perbankan dan Keuangan (DIII) |
| Depositing User: | ZALZILA PRAMESTI NISA |
| Date Deposited: | 28 Aug 2025 14:03 |
| Last Modified: | 28 Aug 2025 14:03 |
| URI: | http://repository.upnvj.ac.id/id/eprint/38034 |
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