PENGUATAN KINERJA CRM MELALUI CUSTOMER EXPERIENCE CAPABILITY EXTRAORDINARY UNTUK MENINGKATKAN DAYA SAING DALAM MENGHADADPI MEA 2015

This research aims at identifying the influence of Customers experience Capability extraordinary and customer value on customers satisfaction, customer
loyalty and performance of Customer Relationship Management (CRM) of BRI syari'ah Branch of Yogyakarta and influence of customers satisfaction on customer loyalty and performance of CRM of BRl Syari'ah Branch of Yogyakarta, and influence
of customer loyalty on performance of CRM of BRI Syari 'ah Branch of Yogyakarta. The samples of this study are 126 customers of BRI Syari 'ah Branch of Yogyakarta obtained by stratified proportional purposive sampling method The data is analyzed by Structural Equation Modeling (SEM) method computed by program of AMOS 20.O1 version.
The research shows that customer value significantly influenced the customer satisfaction, customer loyalty, and performance of CRM BRJ Syari 'ah Branch of Yogyakarta, customer satisfaction significantly influenced of customer loyalty and performance of CRM of BRI Syari'ah Branch of Yogyakarta, and customer loyalty significantly influenced of performance of CRM of BRI Syari'ah branch of
Yogyakarta. This result of the study also recommends improvement on customer value by improving service of business mobility and wireless connectivity, improvement on
customer satisfaction by providing additional features of Corporate and education staff of Account Officers continuously, improvement on customer loyalty by improving
service quality of Account Officer staff and improvement on performance of CRM by providing customers education in how to use the new features provided.