The Effect of Customer Relationship Marketing (CRM) and Service Quality on Customer Satisfaction Mediated by the Brand image at Bank of BNCTL, Dili Branch, Timor-Leste

  • Barreto H
  • Dewi L
  • Ximenes L
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Abstract

This study aims to analyze the Effect of Customer Relationship Marketing (CRM) and Service Quality on Customer Satisfaction Mediated by the Brand image at Bank BNCTL, Dili-Timor Leste Branch. The sample in this study uses a purposive sample. The purpose of using this technique is to take a sample of certain people who meet the requirements. Researchers will distribute questionnaires to customers who have the saving at BNCTL bank for at least 1 year. The results of the analysis show that 1) Customer Relationships Marketing has a positive and significant effect on brand image. 2) Service quality has a positive and significant effect on brand image. 3) Brand image has a positive and significant effect on customer satisfaction. 4) Customer Relationships Marketing has a positive and significant effect on customer satisfaction. 5) Service quality has a positive and significant impact on customer satisfaction at the BNCTL Bank Dili Branch, Timor Leste.

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APA

Barreto, H. M., Dewi, L. K. C., & Ximenes, L. (2022). The Effect of Customer Relationship Marketing (CRM) and Service Quality on Customer Satisfaction Mediated by the Brand image at Bank of BNCTL, Dili Branch, Timor-Leste. Journal of Digitainability, Realism & Mastery (DREAM), 1(01), 41–48. https://doi.org/10.56982/journalo.v1i01.12

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