scholarly journals Pengaruh Program Gopay Payday Sebagai Customer Relationship Management Terhadap Brand Equity Gojek (PT. Aplikasi Karya Anak Bangsa)

2020 ◽  
Vol 4 (1) ◽  
pp. 27-34
Author(s):  
Viana Eka Wardani ◽  
Euis Komalawati ◽  
Alfirahmi Alfirahmi
Keyword(s):  
Data Analysis ◽  
Customer Relationship Management ◽  
Brand Equity ◽  
Significant Influence ◽  
Computer Software ◽  
Relationship Management ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Analysis Technique ◽  
Quantitative Descriptive

Customer Relationship Management (CRM) is an approach to identifying, attracting, and improving relationships between companies and customers. Karya Anak Bangsa Inc. (Gojek) with its application Gopay, gave rise "Gopay Payday" program as a customer relationship management to decide the brand equity level of Gopay application users. Brand Equity plays an important role because brand equity forms the name of the company's image and reputation, even as determining to make company goals. The purpose of this research analyzes the influence of the Gopay Payday program as a customer relationship management on Gojek brand equity (Karya Anak Bangsa Inc.). This research uses quantitative descriptive, and the method is a purposive sampling technique within 100 respondents as the sample. The data analysis technique used SPSS 25.0 for Windows computer software tools. The results of this study show that there is a significant influence on customer relationship management by 24.2% against brand equity. It means the better the Customer Relationship Management, the Brand Equity of the company will increase.

scholarly journals PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP LOYALITAS NASABAH TABUNGAN PADA BANK NAGARI CABANG AUR KUNING KOTA BUKITTINGGI

Jurnal Ecogen ◽  
2018 ◽  
Vol 1 (4) ◽  
pp. 97
Author(s):  
Winda Octaviani ◽  
Yulhendri Yulhendri ◽  
Rose Rahmidani
Keyword(s):  
Regression Analysis ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Relationship Management ◽  
Secondary Data ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Primary Data ◽  
Analysis Technique

This study aims to know and prove how much influence Customer Relationship Management (CRM) on customer loyalty at Bank Nagari Branch Aur Kuning in Bukittinggi City.This type of research is causative. The population in this study were customers of Bank Nagari Branch Aur Kuning. The samples were taken using Slovin formula with 100 respondents. This sampling technique is based on accidental sampling method. The type of data used in this study is primary data and secondary data. Data analysis technique used multiple regression analysis technique using SPSS version 15.00. The results of this study indicate that: 1) Trust has a positive significant effect on customer loyalty, 2) Commitment has a negative and not significant impact on customer loyalty, 3) Communication has a positive significant effect on customer loyalty. Keywords: Trust, Commitment, Communication and Loyalty

scholarly journals EXPLOIRING CUSTOMER RELATIONSHIP MANAGEMENT AND CUSTOMER’S VALUE ON CUSTOMER’S LOYALTY OF GO-JEK ONLINE SERVICES

2021 ◽  
Vol 5 (1) ◽  
Author(s):  
Santi Wiji Astuti ◽  
Herning Indriastuti
Keyword(s):  
Customer Relationship Management ◽  
Linear Regression Analysis ◽  
Relationship Management ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Customer Relationship ◽  
Online Service ◽  
Analysis Technique ◽  
Customer's Loyalty ◽  
Data Collection Technique

The purpose of this research is to understand the influence of Customer Relationship Management (CRM) and customer’s value on costumer’s loyalty of Go-Jek online service users in Samarinda. The sample is concluded by purposive sampling technique, with 140 respondents. Data collection technique used is quesionare (inquiry). Analysis technique used in this research is multiple linear regression analysis by using SPSS 26 progam. The result of the study prove that customer relationship management has a positive and insignificant effect on customer’s loyalty, while the customer’s value has a positive and significant on customer’s loyalty.

scholarly journals Influence of Customer Relationship Management, Brand Equity, Perceived Product Quality, Perceived Price on Customer Value and Purchase Intention (Studies Philips Light Bulb in Batam)

2017 ◽  
Vol 9 (7) ◽  
pp. 122 ◽  
Author(s):  
Lukmanul Hakim ◽  
Nanis Susanti ◽  
Ujianto
Keyword(s):  
Customer Relationship Management ◽  
Brand Equity ◽  
Purchase Intention ◽  
Customer Value ◽  
Relationship Management ◽  
Perceived Quality ◽  
Customer Relationship ◽  
Light Bulb ◽  
Perceived Price

This study tried to determine and analyze the deeper understanding of the influence of customer relationship management, brand equity, perceived of product quality, perceived value and price to the customer at the customer's purchase intention Philips light bulb in Batam.The population in this study are all users (consumers) electric light bulb philips brands in the city of Batam. Testing of the model in this study, with Generalized Least Square Estimation (GLS), analysis of structural equation modeling (SEM), proportional random sampling method and software assistance Amos 22, on 240 respondents from eight times the 30 indicators the study variables. The test results indicate the model (fit) seen from the GFI, AGFI, TLI, CFI, RMSEA and CMIN / DF, each of 0915, 0901, 0949, 0953, 0063, and 1,376 are all that are in the range of expected values so that the model can be accepted.The results showed that: 1). Customer relationship management influence on customer value, it shows that with good customer relationship management program, will increase customer value. 2) Customer relationship management influence on purchase intention, it shows that with good customer relationship management program, will increase customer value. 3) Brand equity effect on customer value, it shows that with a good brand equity, will increase customer value. 4). Brand equity effect on purchase intention, it shows that with a good brand equity, will increase customer value. 5) Perceived quality of product effect on customer value, it indicates that the perceived quality of a good product, will increase customer value. 6). Perceived quality of product effect on purchase intention, this suggests that the perceived quality of a good product, will increase purchase intention. 7). Perceived price effect on customer value, it indicates that the perceived price friendly, will increase customer value. 8) Perceived price effect on purchase intention, this suggests that the perceived price friendly, will increase purchase intention. 9). Customer value effect on purchase intention, it shows that with high customer value, will raise the purchase intention.

scholarly journals CREATING SUSTAINABLE COMPETITIVE ADVANTAGE IN BANKING THROUGH TECHNOLOGY, CUSTOMER RELATIONSHIP MANAGEMENT AND INTERNAL MARKERTING

2017 ◽  
Vol 1 (1) ◽  
pp. 74
Author(s):  
Lilian Achieng Onyango ◽  
Dr. Paul Katuse
Keyword(s):  
Information Technology ◽  
Data Analysis ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Descriptive Statistics ◽  
Customer Relationship ◽  
Sustainable Competitive Advantage ◽  
Significant Positive Effect ◽  
Positive Effect

Purpose: The purpose of the study was to establish the need of creating sustainable competitive advantage in banking through technology, customer relationship management and internal marketing.Methodology: The research was carried out through an explanatory research. The target population of the study was 3,193 employees of the Co-op Bank. A sample of 68 employees spread across the bank was selected. The researcher used descriptive and inferential statistics in this study.  The study used primary data. The study used a questionnaire as the preferred data collection tool. This study used the quantitative method of data analysis which included inferential and descriptive statistics. Descriptive statistics included frequencies and measures of tendency mainly means and frequencies. Inferential statistics included correlation analysis. The tool for data analysis was Statistical Package for Social Sciences (SPSS) version 17 program. The results were presented using tables and pie charts to give a clear picture of the research findings.Results: The findings indicated that information technology has significant positive effect on competitive advantage. The findings also showed that customer relationship management (CRM) has a significant positive effect on competitive advantage of banks. The findings further implied that internal marketing has a significant effect on competitive advantage. Further the findings implied that information technology has significant positive effect on competitive advantage.Unique contribution to theory, practice and policy: Following study results, it was recommended that investment in Information technology be emphasized in the banks as it has an effect on the overall achievement of competitive advantage. The study also recommended that banks should emphasize customer relationship by investing in a customer relationship management system. It was further recommended that employees are central to an effective CRM and as such firms must manage its relationships with their employees if they have any hope of fully serving customer needs and that this is especially important in firms where employees are the eyes of customers.

scholarly journals THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) ON MUZAKI LOYALTY

2020 ◽  
Vol 5 (2) ◽  
pp. 90
Author(s):  
Nihayatu Aslamatis Sholihah ◽  
A'rasy Fahrullah
Keyword(s):  
Human Resources ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Sampling Technique ◽  
Quantitative Approach ◽  
Customer Relationship ◽  
Coefficient Of Determination ◽  
Research Use ◽  
Test Result

The aim of this research is to test the effect of customer relationship management (data and information, human resources, process, and technology) towards muzakki loyalty case study Yatim Mandiri Surabaya. this research was conducted with an associative quantitative approach. Number of samples that used in this research is 100 peoples who is active muzakki ini Yatim mandiri Surbaya and use purposive sampling technique. This research use a questionnare that calculates with Likert scale and analyzed with SPSS 23 version. The result of this research indicated that customer relationship management varible has significant effect and positive of muzakki loyalty. Based on the partial test result indicated that customer relationship management has partial effect of muzakki loyalty, and �based on the coefficient of determination test result, indicated that customer relationship management variable has a big impact as 33,7% of muzakki loyalty.

scholarly journals Pengaruh Harga, Kualitas Pelayanan, dan Costumer Relationship Management Terhadap Keputusan Pembelian Pada Asuransi Astra (Garda OTO)

2021 ◽  
Vol 4 (2) ◽  
pp. 673-679
Author(s):  
Dhita Adriani Rangkuti ◽  
Mey Monita Lestari Manalu ◽  
Sartika Nanda Lestari ◽  
Brian Robuli ◽  
Irfan Boy Samosir
Keyword(s):  
Service Quality ◽  
Hypothesis Testing ◽  
Customer Relationship Management ◽  
Significant Influence ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Test Results ◽  
Purchasing Decisions ◽  
F Test

The purpose of this study was to determine and analyze the effect oprice, service quality, and customer relationship management on the purchase decision of Asuransi Astra Garda OtoMedan, JL.ImanBonjol. The data used are primary data obtained from the answer of 85 respondents by accidental sampling method. Data collection techniques used in this study used a questionnaire and interview technique. Data analysis techniquesin the study used linear regression, classic assumption  tests, hypothesis testing (t test and f test) and the coefficiecnt of determination. Hypothesis testing results indicate that partially (t) obtained value for t count price of 2,833 > t table 1,658 and sig value obtained 0,005<0,05 which means that price has a positive and significant influence on purchasing decisions in using Astra Insurance services (Garda Oto). Partially obtained value for service quality tcount 5.152 >ttable 1.658 and sig value obtained 0.000 <0.05 which means that service quality has a positive and significant influence on purchasing decisions in using Astra Insurance (Garda Oto) services, partially obtained value for customer relationship management t count 8.878 > 1.658 t table and the sig value obtained is 0.000 <0.05 which means that customer relationship management has a positive and significant influence on purchasing decisions in using Astra Insurance (Garda Oto) services, for the F test results obtained calculated F value = 77.769 > f table (2.69), and a significance probability of 0.000 <0.05, meaning that simultaneously prices, service quality and customer relationship management have a positive and significant effect on purchasing decisions in using Astra Insurance Services (Garda Oto). Keywords: Price, Service Quality, and Customer Relationship Management.

Pengaruh Promosi dan Kualitas Layanan terhadap Minat Masyarakat Membayar Zakat

2020 ◽  
Vol 3 (2) ◽  
pp. 126-135
Author(s):  
Erdani Murdani Nur
Keyword(s):  
Data Analysis ◽  
Data Collection ◽  
Service Quality ◽  
Significant Influence ◽  
Random Sampling ◽  
Field Research ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Analysis Technique ◽  
Collection Methods

Zakat is one of the pillars of Islam that every capable Muslim must do. One of the institutions that manage zakat funds is the National Zakat Agency (BAZNAS). This study aims to partially and simultaneously examine the effect of promotion and service quality on people's interest in paying zakat through BAZNAS, Indragiri Hilir Regency. This type of research is field research. The data used in this study were primary and secondary. 87 Respondents in this study were Muzakki in BAZNAS Indragiri Hilir Regency. The sampling technique used was simple random sampling. The data collection methods were questionnaires, interviews, and documentation. The data analysis technique partially used the t-test and simultaneously used the Anova test. The results showed that either partially or simultaneously, promotion and service quality had a significant influence on people's interest in paying zakat in BAZNAS, Indragiri Hilir Regency.

CRM 2.0 and Mobile CRM

2017 ◽  
pp. 322-342
Author(s):  
Tânia Isabel Gregório ◽  
Pedro Isaías
Keyword(s):  
Web 2.0 ◽  
Customer Relationship Management ◽  
Exploratory Study ◽  
Relationship Management ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Mobile Technologies ◽  
European Level ◽  
Probabilistic Sampling ◽  
Crm 2.0

Companies are becoming more focused on customers and on new ways to approach them individually. Mobile technologies and Web 2.0 have been pushing companies to evolve in this area. This research is focused on the way Customer Relationship Management (CRM) systems are used, on a European level, by recruiting companies to assist candidates in finding a satisfactory job. A framework is presented to identify how CRM 2.0 and mCRM (mobile CRM) can help candidates to find jobs in a personalized way. A set of four hypotheses have been defined. To gain a better understanding of these CRM systems, the methodology used in the exploratory study was quantitative, employing a non-probabilistic sampling technique, with 35 recruiting agencies being studied. Results showed that the use of software in recruiting agencies is quite common and that CRM 2.0 is present in the vast majority of the studied companies. When it comes to mobile CRM, there's still much to be explored in this channel, as agencies focus their resources on Web 2.0, leaving this channel's great potential of mobile CRM unused.

scholarly journals The Implementation of Blended Learning with Kelase Platform in the Learning of Assessment and Evaluation Course

2019 ◽  
Vol 14 (17) ◽  
pp. 114
Author(s):  
Dewa Gede Hendra Divayana
Keyword(s):  
Data Analysis ◽  
Blended Learning ◽  
Learning Process ◽  
Sampling Technique ◽  
Location Selection ◽  
Assessment And Evaluation ◽  
Program Testing ◽  
Analysis Technique ◽  
Quantitative Descriptive

This research aimed to know the implementation of blended learning with Kelase platform in the learning process of Assessment and Evaluation course. Determination of subjects in this research used purposive sampling technique, with the number of subjects was involved as many as 40 peoples. Methods of data collection in this research used questionnaires, observations, and documentation. The steps were undertaken in this research include (1) selection and personnel training; (2) location selection, hardware installation, and software installation; (3) programming and program testing; (4) system testing; and (5) system conversion. Data analysis technique in this research was quantitative descriptive. The results were obtained in this research showed the effectiveness level percentage of the implementation of blended learning with Kelase platform that was used to support the learning process of Assessment and Evaluation course was 90.2%, so it was included in the very good category.

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