scholarly journals CUSTOMER RELATIONSHIP MANAGEMENT, FRAMING EFFECT, TINGKAT KEPUASAN TERHADAP TINGKAT KEPERCAYAAN DAN LOYALITAS NASABAH DALAM PENGGUNAAN LAYANAN MOBILE BANKING PADA NASABAH BANK BRI CABANG RENON

2021 ◽  
Vol 12 (2) ◽  
pp. 225-231
Author(s):  
Desak Made Febri Purnama Sari ◽  
G.A Putu Anggun Darmaningsih
Keyword(s):  
Customer Relationship Management ◽  
Human Life ◽  
Rapid Development ◽  
Relationship Management ◽  
Framing Effect ◽  
Customer Relationship ◽  
Mobile Banking ◽  
Banking Services ◽  
Use Of Technology ◽  
Effect Level

In this digital era with the rapid development of technology, it has been able to provide benefits for human life. One of them is the use of technology in the banking world that is manifested in a Mobile Banking application. The rapid development of technology must also be balanced with the use and proper understanding. This research will discuss about how banks provide satisfying services to their customers, then how to provide technology-based services that can be received, understood and utilized appropriately by customers.  If seen from the fact that the writer met in the community which incidentally is a customer in a bank, then the writer can conclude that there are still customers who experience dissatisfaction and limited knowledge of the Mobile Banking services provided by the bank. Therefore this research was conducted to find out how Customer Relationship Management, Framing Effect, level of satisfaction can affect the Level of Customer Trust and Loyalty in the use of Mobile Banking services.

scholarly journals Developing The 7 Stages of Startup (The Maturity Level of Startup): The Concepts of Startup Development Methodology

2021 ◽  
Vol 5 (1) ◽  
pp. 45
Author(s):  
Asih Rohmani ◽  
Indra Gamayanto ◽  
Titien S Sukamto
Keyword(s):  
Customer Relationship Management ◽  
Human Life ◽  
Local Level ◽  
Relationship Management ◽  
Customer Relationship ◽  
International Level ◽  
Maturity Level ◽  
Research Results ◽  
Development Methodology

The development of e-commerce is growing very fast and cannot stop; it changes various sides of human life. This change is a big challenge for everyone, and this is a condition that must occur so that everyone can carry out activities more effectively and efficiently. This research produces a few kinds of Startup classification and Customer Relationship Management (CRM) classification. Furthermore, it provides C=R.S2 formula, a formula for developing CRM, and S=H.I2.M formula, a formula for developing a Startup. These two formulas were eventually evolving into the seven stages of Startup (the maturity level of Startup), where the seven steps are the stages in developing a Startup, starting from the local level to the international level. These seven stages work so that the Startup founder can gradually understand what needs and how to develop it by focusing more on CRM. The results of this study are a framework to be able to implement the seven stages. This research results from previous studies' development: The Development of Innovative CRM E-Commerce: The Case of Blibli. Com.

scholarly journals Customer Acceptance Analysis of Customer Relationship Management (CRM) Systems in Automotive Company using Technology Acceptance Model (TAM) 2

2019 ◽  
Vol 1 (2) ◽  
pp. 133 ◽  
Author(s):  
Stephano Caesar Wenston Ngangi ◽  
Albertus Joko Santoso
Keyword(s):  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Information ◽  
Use Of Technology ◽  
Research User ◽  
Acceptance Model ◽  
System Variables

The technological era in business competition requires creativity and innovation to create a successful company. CRM (Customer Relationship Management) is a system that aims, among others, to provide improving relations between the company and customers, so that the realization of integrated information is used to produce optimal services and obtain useful customer information so that customer needs can be met and encouraged to loyalty. In addition, CRM can be useful to improve efficiency and reduce operational costs of PT. Hasjrat Abadi (Tendean Branch). To support the success of PT. Hasjrat Abadi (Tendean Branch), this study will examine a CRM system to be applied to PT. Hasjrat Abadi (Tendean Branch) by integrating it into the Technology Acceptance Model (TAM) as a model that can be analyzed and understood so that later it can influence customers in the use of technology as an information system by using informational system variables. In this research, user acceptance has been reviewed based on 4 variables in TAM itself. PT. Hasjrat Abadi (Tendean Branch) has a problem where there is still a lack of customer demand for TOYOTA products. Therefore, the implementation of the TAM system for CRM will be pursued so that it can identify the customers of PT. Hasjrat Abadi (Tendean Branch) Manado who want to buy products from PT Hasjrat Abadi (Tendean Branch) Manado, and increase the selling value of the product.

scholarly journals O USO DAS TECNOLOGIAS DE MOBILE BANKING E CRM COMO FERRAMENTAS DE SATISFAÇÃO E FIDELIZAÇÃO DE CLIENTES EM COOPERATIVAS DE CRÉDITO

2019 ◽  
Vol 11 (1) ◽  
pp. 59-71
Author(s):  
Aleziana Alves Narcizo ◽  
Diego De Souza Morais ◽  
Pollyana Moura Carias dos Santos ◽  
Taisa De Souza Alves ◽  
Tiago Bittencourt Nazaré
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Mobile Banking ◽  
De Se

Demasiado o uso do fator concorrência de mercado para se justificar numerosos trabalhos acadêmicos que abordam variados temas. O mercado e seu impacto na economia dos países são de extrema importância no que tange as estratégias que as empresas adotarão para seguirem firmes no cenário. O fator tecnológico está diretamente ligado aos impactos dos níveis de concorrência do mercado, pois este é um fator primordial para que as instituições possam explorar para conseguirem desenvolver seus processos de forma eficiente, acarretando vantagens competitivas que serão decisivas para seu sucesso. O setor das instituições financeiras no país, incluindo as cooperativas de crédito, é um que exibe um nível intenso de concorrência e o setor que mais investe em desenvolvimento tecnológico. Dito isso, o presente artigo busca um entendimento da importância de duas ferramentas para cooperativas de crédito: CRM – Customer Relationship Management e Mobile Banking. Usando de númerosobtidos em uma Cooperativa de Crédito , ficou evidente que, apesar das pesquisas terem mostrado crescimento exponencial da participação do Mobile Banking em transações financeiras pelo país, o uso da mesma ainda é insuficiente no caso desta cooperativa, que tem como base de seus negócios o compartilhamento de lucros com seus clientes, mas mostrou a necessidade de se disseminar de forma mais eficiente as vantagens da tecnologia de Mobile Banking para seus clientes, visto que, através de números levantados, a coopeartiva deixou de distribuir uma quantia financeira para os mesmos

scholarly journals The use of technology in customer relationship management (CRM)

2005 ◽  
Vol 5 (1) ◽  
Author(s):  
M. Viljoen ◽  
J. A. Bennett ◽  
A. D. Berndt ◽  
C. R. Van Zyl
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Relationship Building ◽  
Customer Relationship ◽  
Theoretical Discussion ◽  
Recent Past ◽  
Use Of Technology ◽  
Technological Tools ◽  
Two Factors ◽  
Technological Developments

Relationships have increased in importance in the field of business and marketing in the recent past. This importance can be linked to the changing nature of competition and technological developments. In this context, the question that has been posed is how these two factors affect the development of relationships. In the case of competition, relationships can serve as the basis for competitive advantage, while technology serves as the enabler of relationship building. The focus of this article is a theoretical discussion of the technological developments and their application in the CRM context in the implementation of CRM strategy. The article examines the nature of CRM and the components of the various technological CRM systems as well as the specific types of systems that can be used in relationship building, concluding with a discussion of specific technological tools in the CRM context.

scholarly journals Personal Recommendation Using a Novel Collaborative Filtering Algorithm in Customer Relationship Management

2013 ◽  
Vol 2013 ◽  
pp. 1-9 ◽  
Author(s):  
Chonghuan Xu
Keyword(s):  
Collaborative Filtering ◽  
Customer Relationship Management ◽  
Rapid Development ◽  
Relationship Management ◽  
Customer Relationship ◽  
Bipartite Networks ◽  
Filtering Algorithm ◽  
Benchmark Datasets ◽  
Collaborative Filtering Algorithm ◽  
User Recommendation

With the rapid development of customer relationship management, more and more user recommendation technologies are used to enhance the customer satisfaction. Although there are many good recommendation algorithms, it is still a challenge to increase the accuracy and diversity of these algorithms to fulfill users’ preferences. In this paper, we construct a user recommendation model containing a new method to compute the similarities among users on bipartite networks. Different from other standard similarities, we consider the influence of each object node including popular degree, preference degree, and trust relationship. Substituting these new definitions of similarity for the standard cosine similarity, we propose a modified collaborative filtering algorithm based on multifactors (CF-M). Detailed experimental analysis on two benchmark datasets shows that the CF-M is of high accuracy and also generates more diversity.

scholarly journals A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN BANKING SECTOR

2018 ◽  
Vol 14 (02) ◽  
Author(s):  
Gautam Kohli ◽  
Santosh Kr. Maurya
Keyword(s):  
Customer Relationship Management ◽  
Service Sector ◽  
Management Practices ◽  
Banking Sector ◽  
Service Providers ◽  
Relationship Management ◽  
Service Marketing ◽  
Financial Service ◽  
Customer Relationship ◽  
Banking Services

Customers play a predominant role in service marketing. Financial services produce a challenging sector and bear professional skill in designing product/services. Out of other financial service, banking is oldest and important financial service sector. Customer Relationship Management (CRM) has a massive influence in service sector, to win and hold customers for long term efficiency. In the early half of 90s, the relationship marketing idea was formally introduced into the service marketing field. Banks found it more beneficial to hold and reward the existing customers as opposed to pursuing new customers. The essence of CRM is to make customers and hold them. Therefore, incurrent situations banks mainly focus on satisfaction of the customers which indicates that the customer is delighted and satisfied by using the service. Hence the researcher made an attempt in this study to analyze the level of satisfaction on customer relationship management practices in the selected private sector banks. Customer Relationship Management (CRM) is major concern among the service providers especially the banks, if there is lack of understanding. Banks manages their relationships with the customers in their own way. However, the customers’ perception on CRM practices among banks should also be taken into consideration. The activity of CRM must attend the needs of customers as priority without delay in time; the banks can create a customer data base and make more awareness to customers significantly. Hence the CRM concept may be focused so that the customers are treated as first priority or royally in banking services. Thus, the banks need to focus in improvement of the customer satisfaction in utilizing various modern banking services and should provide more friendly services to customers that make the modern banking activity a pleasure experience for the customer to use.

scholarly journals Penerapan Strategi It E-Commerce Sebagai Peningkatan Persaingan Bisnis Perusahaan

2012 ◽  
Vol 3 (2) ◽  
pp. 209
Author(s):  
Ni Nyoman Alit Triani
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Public Service ◽  
Relationship Management ◽  
Credit Cards ◽  
Payment System ◽  
Customer Relationship ◽  
General Motors ◽  
Use Of Technology ◽  
New Consumer

AbstractThe use of technology e-commerce it on general motors brazilian company can improve revenuenya, company got new consumer, consumers interesting to keep afloat, public service quality and serving consumers indefinitely. By doing payment system three party payment system will be safer than with credit cards. By applying customer relationship management ( crm ) concepts the integration company with customers.

scholarly journals An Analytical Approach to Understand Customer Relationship Management in Indian Banking Sector from the Perspective of Customers

2015 ◽  
Vol 14 (4) ◽  
pp. 1-16
Author(s):  
Dr. Sanjeev Bansal ◽  
Dr. Garima Malik
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Relationship Management ◽  
Customer Relationship ◽  
National Capital Region ◽  
Banking Services ◽  
National Capital ◽  
Improved Technology ◽  
The Relationship

In recent years, significant developments have been experienced in the banking sector. With the improved technology, banks have become institutions that offer services for 24 hours through telephone, internet and ATMs. Besides the classic banking services, they have taken over a number of activities such as automatic billing, which facilitate the lives of the customers. To maximize lifetime profitability from valued customers, banks have changed traditional silo mindset and have adopted Customer Relationship Management (CRM) techniques.This paper examines the relationship between thecustomer loyalty and CRM in National Capital Region of India. Methodology of the paper has been designed such that, it abstracts the scales into 5 dimensions related to CRM of banks. This paper uses regression analysis to arrive at a model which explains customer loyalty. This paper also provides insights for the banks which adopt CRM at a strategic standpoint as well as operational standpoint and implement a customer–centric vision.  

scholarly journals Sistem Informasi Customer Relationship Management Pada Hotel Grand Malaka Ethical Palembang Berbasis Web

2020 ◽  
Vol 1 (2) ◽  
pp. 61-74
Author(s):  
Mutia Rizky Pratiwi ◽  
Fithri Selva Jumeilah ◽  
Fathiyah Noprian
Keyword(s):  
Information System ◽  
Customer Relationship Management ◽  
Management Information System ◽  
System Development ◽  
Rapid Development ◽  
Relationship Management ◽  
Customer Relationship ◽  
Prototype System ◽  
Management Information ◽  
Web Based

Grand Malaka Ethical is a sharia hotel located in Palembang City with a three-star classification, located on Jalan Malaka II No.5. With the rapid development of technology today, many hotel booking applications that provide star-rated hotels with cheap and good prices make Hotel Grand Malaka must compete with other hotels in order not to be left behind. Grand Malaka Ethical Hotel still uses minimal applications and recently hotel visitors continue to decline. This study aims to create a web-based Customer Relationship Management Information System using the Prototype system development method. This research has produced a Web-based Customer Relationship Management Information System at the Grand Malaka Ethical Palembang Hotel that has been tested and will be implemented by the hotel in 2021.

scholarly journals Enhancement of Customer Satisfaction through Emphasizing on Customer Relationship Management, Brand Equity & Value Chain

2020 ◽  
Vol 8 (6) ◽  
pp. 4995-4997
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Brand Equity ◽  
Value Chain ◽  
Relationship Management ◽  
Customer Relationship ◽  
Strong Positive Correlation ◽  
Banking Services ◽  
Service Value ◽  
Product Service

This study attempts to evaluate the determinants of the combination of tested models of brand equity, service value chain and customer relationship management particularly in selected banking services for enhancing the satisfaction of the customer. The conceptual framework of these individual tested models is developed to offer customer satisfaction and delightnes. The applied structure of these tested models is based upon the customer-based brand value, also known as brand resonance model which contains five determinants such as brand images, brand salience, brand performance, brand judgment and brand services, culture & leadership, hassle free documentation & internet / e-banking services. The customer relationship management models contain identification of perspective & potential customer acquisitions, Product/service value proposition, Product/service portfolio analysis & mutually beneficial CRM. The Correlations were conducted and strong positive correlation between brand equity & customer relation management is observed. It can be seen that CRM model has highly influenced the customer satisfaction in banking sector. The multiple regression results indicate that the brand equity model, CRM and Value Chain model do have a significant influence in the customer satisfaction.

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