PERAN KEUNGGULAN BERSAING DALAM MEMEDIASI CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP KINERJA PEMASARAN (Studi Kasus Pada Bank Perkreditan Rakyat se-Provinsi Bali)

Abstrak

The purpose of this study is to explain the relationship between customer relationship management on the marketing performance of Rural Bank of Bali province and competitive advantage as mediating variables. The variables examined in this study are customer relationship management, marketing performance and competitive advantage. The number of samples obtained was 120 marketing staff, Marketing Manager or owner of  Rural Credit Bank in Bali Province. Data were collected through questionnaires. The analysis technique test using path analysis. Based on the analysis found the result that customer relationship management have a positive and significant effect on marketing performance Rural Credit Bank in Bali Province, customer relationship management have a positive and significat effect on competitive advantage of Rural Credit Bank in Bali Province, competitive advantage have a positive and significat effect on marketing performance of Rural Credit Bank in Bali Province, competitive advantage mediate effect of customer relationship management on marketing performance of Rural Credit Bank in whole of Bali Province.

Keyword : Customer Relationship Management, marketing performance, competitive advantage.