scholarly journals The Effect of Customer Relationship Management (CRM) To Customers’ Loyalty and Customers’ Satisfaction as Mediator Variables

2019 ◽  
Vol 4 (2) ◽  
Author(s):  
Fikriya Hanim Kardiya Emaluta ◽  
Isnalita Isnalita ◽  
Noorlailie Soewarno
Keyword(s):  
Customer Relationship Management ◽  
Structural Equation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Process Technology ◽  
Data Process ◽  
Equation Modelling ◽  
Research Findings ◽  
Mediator Variable ◽  
Positive Effect

This research aims at exploring the effect of customer relationship management (CRM) which based of several indicators, such as information and data, process, technology, human resource; focused on customers’ loyalty and customers’ satisfaction as the mediator variable of PT Gojek Indonesia. The analysis uses structural equation modelling (SEM) with warp PLS version 5.00 program to examine the hypothesis. There are 216 respondents in this research. The respondents are the Gojek Indonesia’s customers. The result of the research shows that there positive effect and significance between the CRM of Gojek Indonesia’s service provided and costumers’ satisfaction and loyalty. It also indicates that the result of the research is consistent with the previous CRM research findings and the findings of the current research, where the CRM of Gojek Indonesia’s service gives indirect positive effect to the costumers’ loyalty through costumers’ satisfaction that shows supportive mediator relation between CRM, customers’ satisfaction, and customers’ loyalty.Keywords: customer relationship management, customers’ satisfaction, customers’ loyalty

scholarly journals Measuring Customer Loyalty and Satisfaction of Bank Bantul Using CRM and Service Quality

2021 ◽  
Vol 12 (3) ◽  
pp. 172-183
Author(s):  
Heri Sutanto ◽  
Siti Dyah Handayani ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Equation Modelling ◽  
Customer Satisfaction And Loyalty

This study aims to analyze and describe the effects of the service quality and customer relationship management at PD BPR Bank Bantul on the customer satisfaction and loyalty. The object of this study is PD BPR Bank Bantul, while the subjects of the study are customers taking the SMEs credit offered by the Bank. Method of analysis used in this study was Structural Equation Modelling (SEM) with the help of the AMOS program. The number of respondents was 170, taken using purposive sampling. The criteria for the sampling are as follows: the respondents are taking the SME’s credit at PD BPR Bank Bantul, residents in Bantul Regency, who are individual customers, who have been 2 years or more customer and have done 2 or more credit transactions. Data was collected through questionnaires distributed directly to the respondents and through the google form. Based on the results of the analysis, show that service quality  has no significant effect on customer satisfaction, customer relationship management  has a positive and significant effect on customer satisfaction, service quality  has no a positive and significant effect on customer loyalty, customer relationship management  has a positive and significant effect on customer loyalty  and customer satisfaction  has a positive and significant effect on customer loyalty. In conclusion this study accepts 3 hypotheses and rejects 2 hypotheses.

PENGARUH KUALITAS PELAYANAN DAN CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP LOYALITAS NASABAH PADA BANK BJB CABANG DEPOK

2019 ◽  
Vol 14 (1) ◽  
pp. 25
Author(s):  
Wina Endra Nitha ◽  
Ade Maulana Yusuf
Keyword(s):  
Customer Relationship Management ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Equation Modelling

Tujuan yang ingin dicapai dalam penelitian ini adalah untuk mengetahui : 1. Pengaruh kualitas pelayanan terhadap loyalitas nasabah pada Bank bjb Cabang Depok. 2. Pengaruh Customer Relationship Management terhadap loyalitas nasabah pada Bank bjb Cabang Depok. Metode analisis yang digunakan dalam penelitian ini adalah dengan menggunakan analisis Structural Equation Modelling dari program IBM SPSS Statistics Amos versi 20. Hasil penelitian menunjukkan persamaan regresi LNB = 0,396 KPN + 0,028 CRM dari persamaan diatas penulis dapat menarik kesimpulan bahwa konstruk/variabel kualitas pelayanan mempunyai pengaruh yang lebih kuat terhadap loyalitas nasabah dibandingkan dengan customer relationsip management. Variabel kualitas pelayanan memiliki pengaruh signifikan dan positif terhadap loyalitas nasabah, dibuktikan dengan nilai CR sebesar 3,848 > 1,96 dan angka p adalah 0,000, angka ini jauh dibawah 0,05. Sehingga dalam rangka meningkatkan loyalitas nasabah perusahaan harus tetap menjaga dan meningkatkan lagi kualitas pelayanannya. Variabel customer relationship management memiliki pengaruh signifikan dan positif terhadap loyalitas nasabah, dibuktikan dengan nilai CR sebesar 2,322 > 1,96 dan angka p adalah 0,006, angka ini jauh dibawah 0,05 . Oleh karena itu dalam meningkatkan loyalitas pelanggan perusahaan harus tetap menerapkan customer relationship management. Kata Kunci: Kualitas Pelayanan dan Customer Relationship Management Terhadap Loyalitas Nasabah

scholarly journals Pengaruh Customer Relationship Management (CRM), Inovasi, dan Penggunaan Teknologi Sebagai Strategi Keunggulan Bersaing untuk Meningkatkan Kinerja Bisnis (Studi pada Toko Grosir Makanan dan Minuman di Provinsi Jawa Tengah dan DI Yogyakarta)

2019 ◽  
Vol 18 (2) ◽  
pp. 184-201
Author(s):  
Zakaria Anam Setiawan ◽  
Mahfudz Mahfudz
Keyword(s):  
Customer Relationship Management ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Purposive Sampling ◽  
Equation Modelling

Tujuan dari penelitian ini adalah untuk menganalisis pengaruh penerapan customer relatioship management (CRM), inovasi, dan penggunaan teknologi yang ada di toko grosir sebagai sebuah keunggulan bersaing terhadap kinerja bisnis toko grosir di provinsi Jawa Tengah dan DI Yogyakarta, penelitian ini memberikan pemahaman yang lebih mendalam kepada toko grosir mengenai efektifitas dan efisiensi penerapan variabel variabel tersebut terhadap kineja bisnis toko grosir dalam bersaing di industri ritel.Penelitian ini dilakukan dengan mengambil objek penelitian pada toko grosir yang menerapkan 3 variabel yang disebutkan. penelitian ini menggunakan sampel di 19 kabupaten dan 3 kotamadya di provinsi Jawa Tengah dan DI Yogyakarta. Penelitian ini menggunakan metode purposive sampling. Jumlah responden yang ditentukan sebagai sensus penelitian adalah 113 toko grosir. Teknik analisis yang dipakai untuk mengintepretasikan dan menganalisis data dalam penelitian ini adalah dengan teknik Structural Equation Modelling (SEM) dengan menggunakan software AMOS 40.Hasil pada penelitian ini menujukkan bahwa keunggulan  bersaing dan CRM berpengaruh signifikan terhadap kinerja bisnis dan inovasi berpengaruh positif dan signifikan terhadap keunggulan bersaing . Hasil tersebut dapat dilihat dari pengujian hipotesis dengan menggunakan SEM yang menunjukkan nilai C.R dan P pada hipoteis 1, 2 dan 5 diterima dengan nilai C.R ≥ 1,960  dan P ≤ 0,05. Untuk hipotesis 2 digunakan tingkat signifikansi 5%. Kesimpulan dan saran yang diberikan untuk toko grosir agar semakin memperkuat pelaksanaan Customer Relationship Management, inovasi dan keunggulan bersaing melalui perbaikan manajemen dan pelayanan serta lebih secara intens lagi memanfaatkan kemajuan teknologi dalam operasional bisnis nya agar lebih cepat , efektif dan efisien dalam pelayanan yang berpengaruh terhadap kinerja bisnis.

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 ANTECEDENT OF CUSTOMER SATISFACTION

2020 ◽  
Author(s):  
Andala Rama Putra Barusman ◽  
Evelin Putri Rulian ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Relationship Management ◽  
Customer Retention ◽  
Equation Model ◽  
Customer Relationship

Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention.

scholarly journals Can Customer Relationship Management Create Customer Agility and Superior Firms’ Performance?

2021 ◽  
Vol 22 (1) ◽  
pp. 175-193
Author(s):  
Vu Minh Ngo ◽  
Hieu Minh Vu
Keyword(s):  
Financial Performance ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Small And Medium Enterprises ◽  
Relationship Management ◽  
Tourism Industry ◽  
Partial Least Square ◽  
Least Square ◽  
Customer Relationship ◽  
Equation Modeling

The growing importance of Customer relationship management (CRM) and agility in any business are universally accepted and extensively investigated in different disciplines. However, lacking empirical evidence for the suggested theoretical framework of agility and their interrelationships with CRM and superior’s financial performance hinders its application in the practices. Thus, this study attempted to address this issue by drawing on the Resource-Advantage theory of sustainable competitive advantages to examine a mechanism through which CRM implementation can generate sustainable competitive and achieve superior financial performance using the Vietnamese tourism industry context. The framework was tested on data collected from 231 Small and Medium Enterprises (SMEs) using Partial Least Square Structural Equation Modeling (PLS-SEM). Findings suggested that different types of CRM processes do not equally influence customer agility, and not all attributes of customer agility exert positive impacts on firms’ performance as well. Also, CRM performance measurement systems were found to moderate these effects positively and substantially. Several practical implications were also derived from the research findings.

scholarly journals Marketing technologies of customer relationship management: digital ecosystems

2022 ◽  
pp. 31-38
Author(s):  
G. V. Butkovskayakaya ◽  
E. V. Sumarokova
Keyword(s):  
Customer Relationship Management ◽  
Success Factors ◽  
Relationship Management ◽  
Customer Relationship ◽  
Digital Environment ◽  
Research Issues ◽  
Digital Ecosystems ◽  
Customer Expectations ◽  
Key Success Factors ◽  
Research Findings

Digital technologies are changing customer expectations and reshaping the boundaries of industry markets forming ecosystems. At the same time, ecosystems are built on customer needs and go beyond a simple partnership between players from different industries to bring together digitally available services or products, providing an end-to-end experience for consumers. The article summarises research findings in the field of digital marketing and digital ecosystems. Theoretical and research issues of changes in marketing techniques for customer relationship management in the digital environment have been reviewed. The experience of the world’s leading ecosystems has been systematised, the main archetypes of digital ecosystems and key success factors have been highlighted. 

scholarly journals ANALISIS STRATEGI CUSTOMER RELATIONSHIP MANAGEMENT (CRM) PADA PEGADAIAN SYARIAH (Studi Kasus Pada Pegadaian Syariah Di Provinsi Jambi)

2019 ◽  
Vol 6 (1) ◽  
pp. 57-80
Author(s):  
Busriadi Busriadi ◽  
Muhammad Yasir Nasution ◽  
Saparuddin Siregar
Keyword(s):  
Structural Equation Model ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Relationship Management ◽  
Equation Model ◽  
Customer Relationship

Penelitian ini menganalisis perilaku nasabah berdasarkan kinerja Customer Relationship Management. Permasalahan penelitian merujuk pada fenomena bisnis PT. Pegadaian Syariah  (Persero) Tbk. Di Provinsi Jambi. permasalahan penelitian ini adalah bagaimana membangun kepuasan nasabah, sehingga loyalitas nasabah dapat tercapai sesuai harapan. Tujuan penelitian dirumuskan untuk mencari jawaban atas alur kinerja Customer Relationship Management. Permodelan yang dirumuskan pada penelitian ini bertujuan memberikan pemahaman yang kritis dalam konsep dan pengukuran manajemen hubungan pelanggan. Peneliti memasukan unsur kompetensi sumber daya manusia, mutu pelayanan, teknologi, dan kepuasan nasabah sebagai anteseden dan memiliki konsekuensi yang signifikan terhadap loyalitas nasabah. Penelitian ini mempergunakan 110 responden dan keseluruhan responden adalah nasabah PT. Pegadaian Syariah  (Persero) Tbk. Di Provinsi Jambi. Analisis data mempergunakan Structural Equation Model (SEM) dengan program komputer Amos 22. Hasil penelitian ini menunjukkan bahwa kompetensi sumber daya manusia tidak berdampak positip dan signifikan  terhadap kepuasan nasabah. Sementara itu Mutu pelayanan dan Teknologi berdampak positip dan signifikan terhadap kepuasan nasabah. Pengaruh kepuasan nasabah terhadap loyalitas juga berakibat positip. Masukan bagi manajemen yang bisa diambil dari penelitian customer relationship management ini adalah pendekatan yang berkaitan dengan dimensi mutu pelayanan dapat membantu manajer meningkatkan kepuasan nasabah dan loyalitas nasabah berbasis kinerja Customer Relationship Management.   Kata Kunci: Kompetensi Sumber Daya Manusia, Mutu Pelayanan, Teknologi, Kepuasan Nasabah, dan Loyalitas Nasabah Berdasarkan Kinerja Customer Relationship Management.

Market Orientation, Customer Relationship Management (CRM) Implementation Intensity, and CRM Performance

2015 ◽  
pp. 149-172
Author(s):  
Bryan Soh Yuen Liew ◽  
T. Ramayah ◽  
Jasmine A. L. Yeap
Keyword(s):  
Market Orientation ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Positive Impact ◽  
Relationship Management ◽  
Positive Influence ◽  
Customer Relationship ◽  
Equation Modeling ◽  
The Relationship ◽  
Technology Trends

The Web hosting industry is characterized by the rapid growth of information technology trends as well as constantly growing competition. Market orientation and Customer Relationship Management (CRM) are thought of as key solutions to this predicament. Thus, the purpose of this study was to test the effect of market orientation on CRM implementation intensity and subsequently the effect of CRM implementation intensity on CRM performance. Data was collected via online questionnaires from 81 online Web hosting companies around the world and analyzed using Partial Least Squares structural equation modeling technique. The results indicated that market orientation had a significant positive impact on CRM implementation intensity and CRM implementation intensity had a direct positive influence on CRM performance. A test of mediation also confirmed that CRM implementation intensity mediated the relationship between market orientation and CRM performance. Implications of these findings are further explored.

CRM for Innovation in European Companies

2011 ◽  
pp. 73-83
Author(s):  
Carolina López-Nicolás ◽  
Francisco-José Molina-Castillo
Keyword(s):  
Theoretical Model ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Knowledge ◽  
Research Findings

In recent years, customer relationship management (CRM) has been a topic of the utmost importance for scholars and managers. Literature suggests, however, that it is difficult to demonstrate both tangible returns and also intangible attributes of these benefits, such as innovation derived from the use of CRM. The aim of the chapter is to analyze the implementation of CRM and its influence on a firm’s ability for innovation. Literature on CRM and innovation is reviewed and a theoretical model is proposed. Research findings from a sample of European companies prove that CRM is beneficial for innovation in many countries. However, there were no conclusive results from other countries. These findings have important implications in assisting organizations in their CRM initiatives for managing customer knowledge and enhancing innovation.

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