THE RELATIONSHIP BETWEEN CUSTOMER RELATIONSHIP LEARNING AND CORPORATE IMAGE AND PRODUCT QUALITY AT THE REGIONAL DEVELOPMENT BANK OF EAST JAVA PLC, SURABAYA REGION

Abstract

This study aims to analyze the Relationship of Customer Relationship Learning to Corporate Image and Product Quality at the Regional Development Bank of East Java Plc, Surabaya Region. This research method is quantitative with a descriptive research approach. Collecting data in this research questionnaire and literature study. In this study, the analysis of Structural Equation Modeling (SEM), using Amos 24. The results showed that customer relationship learning has an effect on the corporate image of Bank Pembangunan Daerah Jawa Timur Plc in the Surabaya area, this shows that with a customer relationship strategy learning, will be able to increase the corporate image Bank Pembangunan Daerah Jawa Timur Plc. Customer relationship learning has no significant effect on product quality. Commitment is needed to improve product quality, for example by increasing the multifunction of savings, so that it can be used as needed, also profitable because the savings product of Bank Pembangunan Daerah Jawa Timur Plc can be used as an investment in the future.