scholarly journals DEVELOPMENT OF CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM TO IMPROVE SERVICE QUALITY IN PT MANULIFE LIFE INSURANCE INDONESIA

2014 ◽  
Vol 8 (2) ◽  
pp. 68
Author(s):  
Chriswanto Chriswanto
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Management System ◽  
Relationship Management ◽  
Performance Model ◽  
Customer Relationship ◽  
Correction Rate ◽  
Improve Service Quality

Customer Relationship Management System (CRMS) Development in order to improve service quality in PT. AJ. Manulife Indonesia is done by comprehending the performance model of the company and the factors that are affecting the company performance improvement and the quality of the decision to be taken by top management. System Dynamic is a method that can be used to stimulate complex systems. System Dynamics approach is expected to build a model of corporate performance that can be used to evaluate the quality of service to customers so that they can make decisions quickly and accurately. This study proves that the model is built with standard models used as changing targets and it can simulate a target quality of service to customers by delivering current and future achievement. Achievement in the future is influenced by the value of achievement of SLA, Response Time, and Defect, where the greater value of control, the greater value of the correction rate so that the GAP will be smaller. Correction rate which is determined in this study was 10%, 20%, and 30% of GAP (CB)

scholarly journals THE INFLUENCE OF CUSTOMER RELATIONSHIP MANAGEMENT, CUSTOMER SATISFACTION QUALITY OF SERVICE AND CUSTOMER LOYALTY (Empirical Study On Corporate Travel Organizers Umrah and Hajj PT. Travel Albadriyah)

2019 ◽  
Vol 1 (2) ◽  
pp. 114-125
Author(s):  
Subaebasni ◽  
Henny Rinawati ◽  
Anoesyirwan Moeins
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Customer Relationship ◽  
Survey Method ◽  
Management Service ◽  
Corporate Travel

Every company should be able to understand the behavior of consumers in the target market because the survival of the company as an organization that seeks to meet the needs and desires of consumers rely heavily on the behavior of consumers. Through an understanding of consumer behavior, the management company can develop appropriate strategies and programs to take advantage of existing opportunities and outperform their competitors. Therefore, the quality of good service and build relationships with customers able to accomplish the goals of the company. It certainly needs to be an active part of all employees and those involved in the provision of services. (MORA, 2017). Based on the analysis and discussion that has been described on the effect of customer relationship management, service quality, and customer satisfaction to customer loyalty in Corporate Travel Organizers Umrah and Hajj PT. Travel Albadriyah, it can be concluded that customer relationship management, service quality, and customer satisfaction proved to influence jointly on customer loyalty Corporate Travel Organizers Umrah and Hajj PT. Travel Albadriyah. As this study is descriptive and verification, using the survey method.

scholarly journals The Impact of Customer Relationship Management on Achieving Service Quality of Banking Sector of Jordan

2017 ◽  
Vol 12 (3) ◽  
pp. 180 ◽  
Author(s):  
Marzouq Ayed Al-Qeed ◽  
Basem Yousef ALsadi ◽  
Zeyad F Al-Azzam
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Banking Sector ◽  
Services Quality ◽  
Relationship Management ◽  
Customer Retention ◽  
Customer Relationship ◽  
Customer Knowledge

Definitely, the world is becoming chaotic and affects all aspects of life. One of these is customers who become more severe in their needs, expectations, desires, and preferences. Organizations must consistently realize this issue by communicating and building effective relationships with them for better-enhancing services quality. Therefore, this study investigates the relationship between customer relationship management and service quality of Jordan banking sector. The researchers relied on descriptive and analytical approach through a survey questionnaire used to obtain data from 150 respondents who were at all levels in the 22 operating banks in Jordan, only 141 were returned but 13 of them were excluded because they were invalid for statistical analysis, only 128 questionnaires were valid and considered with a ratio of 85%. The findings revealed that a moderate level of importance in customer relationships management was apparent while an increasing awareness in the service quality of banking sector of Jordan was dominant. The study also found a strong correlation between customer relationship management -except customer satisfaction and loyalty- and the service quality of banking operated in Jordan. Additionally, results showed that a significant and statistical effects at (P<0, 05) of customer relationship management with its dimensions (customer satisfaction, customer loyalty, customer attraction, customer retention, customer value, customer culture, customer knowledge) in service quality of Jordan banking sector. Finally, study results revealed that customer knowledge, customer retention, and customer culture are the most influential dimensions in the services quality of Jordan banks sector.

scholarly journals Implementasi Customer Relationship Management Untuk Peningkatan Kualitas Pelayanan Pada Klinik Dinda Berbasis Web

2021 ◽  
Vol 1 (1) ◽  
pp. 71-78
Author(s):  
Ade Nova Alvionnita ◽  
Ada Udi Firmansyah ◽  
Dewi Maharani
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Customer Relationship Management ◽  
Health Sector ◽  
Relationship Management ◽  
Customer Relationship ◽  
Manual Registration

Abstract: Dinda Clinic is a clinic that serves the health sector. The problems that arise at Dinda's clinic are manual registration, no doctor's schedule, and no forum for criticism and suggestions. Dinda Clinic needs a Website-based Customer Relationship Management (CRM) application to overcome these problems, the CRM applications uses the PHP programmingg languages and usess the MySQL databasee, beforee CRM was designed, the authors conducted data analysis first to collect the required data dan information. After being analyzed, the implementation is designed and can produce a website-based CRM programs. The results obtained in this studis are by implementing a website-based CRM application in the clinic, so that it can make it easier for the clinic to manage all data managements processes, so that there is good interaction betweenn the patient and the Dinda Clinic with two-way communication. Keywords: CRM, Quality of Service, Clinic, MYSQL, PHP  Abstrak: Klinik Dinda ialah klinik yang melayani dibidanggkesehatan. Masalah yang muncul pada klinik Dinda adalah pendaftaran yang masih manual, tidak adanya penjadwalan dokter serta tidak adanya wadah kritik dan saran. Klinik Dinda memerlukan suatu aplikasi Customer Relationship Management (CRM) berbasis Website untuk mengatasi permasalahann tersebut, aplikasi CRM memakai bahasa pemrograman PHP dan menggunakan database MySQL, sebelum CRM dirancang, penulis melakukan analisis data terlebih dahulu buat mengumpulkan data dan informasi yang dibutuhkan. Setelah dianalisis lalu pelaksanaan tersebut dirancang lalu dapat menghasilkan sebuah program CRM berbasis website. Hasil yang didapatkan dari penelitian ini yaitu untuk menerapkan aplikasi CRM berbasis website di klinik, sehingga dapat memudahkan pihak klinik dalam mengelola proses pengelolaan data, sehingga terjalin interaksi yang baik antara pihak pasien dengan pihak Klinik Dinda dengan adanya komunikasi dua arah. Kata kunci : CRM, Kualitas Pelayanan, Klinik, MYSQL, PHP 

A Design of CRM System for Mineral Trade Platform

2014 ◽  
Vol 701-702 ◽  
pp. 1286-1289
Author(s):  
Yi Fan Zhu ◽  
Li Xu ◽  
Hang Yang ◽  
Zhao Han
Keyword(s):  
Quality Of Service ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Third Party ◽  
Management Systems ◽  
Crm System

An increasing number of organizations are starting the customer relationship management systems to promote the quality of service. In the field of mineral trade, recording and analyzing the contracts between two parties is important to a third-party to offer intermediary services. This article designs a system to shortage the contracts and gives an easy way to analyze the contract relationship.

scholarly journals PENGARUH MANAJEMEN HUBUNGAN PELANGGAN TERHADAP KEPUASAN KONSUMEN

2019 ◽  
Vol 6 (3) ◽  
Author(s):  
Ellena Nurfazria Handayani ◽  
Edwin Yudha Pratama
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Linear Regression Analysis ◽  
Relationship Management ◽  
Multiple Linear Regression Analysis ◽  
Customer Relationship ◽  
Survey Method ◽  
Independent Variables

The purpose of this research is to know the influence of customer relationship management (CRM) consists of three independent variables: communication, commitment and quality of service towards customers' satisfaction at PT Indomobil Trada (Nissan) Radin Inten. This research is associative research with quantitative approach is done by using survey method through the distribution of a questionnaire to 120 respondents were selected using a non-probability sampling techniques. Data analysis technique used is multiple linear regression analysis with stepwise method. The research results showed that all the independent variables of the customer relationship management (CRM) have a positive and significant influence towards customer satisfaction. From the results of this research are expected to increase the company's customer relationship management with increasing commitment, communication and quality of service, so that it can increase customer satisfaction.

Customer relationship management and service quality, a survey within the banking sector

2014 ◽  
Vol 46 (2) ◽  
pp. 77-83 ◽  
Author(s):  
Changiz Valmohammadi ◽  
Mohammad Beladpas
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Banking Sector ◽  
Relationship Management ◽  
Service Industries ◽  
Customer Relationship ◽  
Cross Sectional ◽  
Content Type ◽  
The Relationship

Purpose – In the centre of marketing activities today is the service quality. For the banks to be successful in the intensively competitive environment, they are bound to attach importance to service quality. The purpose of the present study is to reveal the relationship between the customer relationship management (CRM) and the service quality of bank Sepah of Maku in Iran. Design/methodology/approach – A structured questionnaire survey was used to collect data for this research, and this process was administered by conducting personal interviews. The questionnaire included self-developed items, as well as items from questionnaires used in previous researches. Findings – The findings of this study suggest that managers, who aim to build and sustain a service quality base, should concentrate on the issue of communication. And also, this bank should implement strategies aimed at improving the communication with customers and obtaining information concerning the customers' needs, and resolving conflicts between the customer and the bank during a service failure. Research limitations/implications – The sample is restricted to only one bank, so it is strongly recommended that data be gathered from various parts of Iran including both manufacturing and service industries. As in this study the data gathered were cross-sectional, it is recommended in order to gain deeper understanding of the cause-and-effect relationship among the variables data to be gathered longitudinally. Originality/value – To the best knowledge of the authors this study is the first attempt to survey the relationship and the effects of CRM processes on the service quality of banking industry in the context of Iran.

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