scholarly journals Analisis Kepuasan Pelanggan dalam Rangka Strategi Pemasaran Non-Tender PT Surveyor Indonesia (Persero) Cabang Surabaya

2018 ◽  
Vol 3 (1) ◽  
Author(s):  
Mahfud Arifin ◽  
Bambang Syairudin ◽  
Fuad Achmadi
Keyword(s):  
Customer Relationship Management ◽  
Sampling Method ◽  
Group Discussion ◽  
Customer Relationship ◽  
Average Score ◽  
House Of Quality ◽  
Improve Performance ◽  
Improvement Measures ◽  
Measures Of Performance

This study begins with collecting 73 samples taken with random sampling method from 266 SISUB’s customer. Variable questionnaire covers components and service quality components of the marketing mix. After analysis of data questioner, obtained for value an interest in the things that are desired by customers with average score 3.562. For the average perceived value obtained 3.493. Furthermore, by exposing data in the Cartesian diagram using Importance Performance Analysis (IPA) is known of position the quality of service that has been provided and there are 6 (six) things to be fixed in SISUB services. Framing of Matrix House of Quality (HOQ) is performed as a basicQuality Function Deployment (QFD) which is a method of design in determining the development of quality improvement measures of performance to satisfy customers. Preparation of HOQ carried out through Focus Group Discussion (FGD), the result is expected to improve performance in supporting the Customer Relationship Management (CRM).

scholarly journals Improving A Quality Of Services Through Information System Model Of Academic Services Based On Customer Relationship Management At University

2019 ◽  
Vol 8 (6) ◽  
pp. 2500-2505
Keyword(s):  
Information System ◽  
Customer Relationship Management ◽  
Group Discussion ◽  
Relationship Management ◽  
Customer Relationship ◽  
System Model ◽  
Quality Of Services ◽  
Before And After ◽  
Addie Model

This research aims at seeing the improvement a quality of services through information system model of academic service based on customer relationship management (CRM) at university. This research is a part of developing research through a research and development ADDIE model that consists of Analyze, doing needs analysis and literature review. Design, determining the purposes of model design and describing each components of model. Develop, developing products and focusing on group discussion and experts’ reviews. Implement practicality test and effectively test. And Evaluate. This research only focuses on implementing, along with applying an information system model of academic service based on CRM at university. Subject of this research is Universitas Dharmas Indonesia, Sumatera Barat. Hypothesis testing done on this research is through Wilcoxon testing, because the data got is not normal distributed. Based on analysis result, it can be known that sig = 0,000 < 0,05. It can be said that Ha is rejected. Therefore, a quality of services towards students before and after applying the information system model of academic service based on CRM at university a significant improvement. Even this model is only implemented at one university, yet based on analysis result, this model can be implemented to other universities because it is flexible and dynamic, and thus it can matched to the university needs.

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.

Exploring the Effects of Blog Visit Experience on Relationship Quality

2012 ◽  
Vol 8 (2) ◽  
pp. 1-14 ◽  
Author(s):  
Su-Fang Lee ◽  
Wen-Jang Jih
Keyword(s):  
Relationship Quality ◽  
Customer Relationship Management ◽  
Management Practices ◽  
Treatment Process ◽  
Subsequent Treatment ◽  
Customer Relationship ◽  
Patient Relationship ◽  
Cardiac Illness ◽  
Knowledge Intensive

A blog was created to help cardiac illness patients and their families cope with the anxiety caused by their health problems and the subsequent treatment process. An empirical study reveals that the customer relationship management practices of the blog site affect visitors’ visit experience, their relationship learning, and how these latter two variables in turn have a significant impact on the quality of patient relationship with the physician. The study confirms the value of Web 2.0 applications in knowledge-intensive domains such as cardiac surgery.

scholarly journals Perancangan Aplikasi Customer Relationship Management untuk Meningkatkan Pelayanan pada Rumah Sakit St. Carolus

2015 ◽  
Vol 6 (2) ◽  
pp. 161
Author(s):  
Joni Suhartono ◽  
Ardyan Valentino Cahyadi ◽  
David Yunus
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Hospital Service ◽  
Control Research ◽  
Application Design

Research aims to create a draft of application based on customer relationship management (CRM) toimprove services on St carolus hospital in terms of criticism-suggestions, to create scheduling events and patient schedule for second time which is still less control. Research used survey, interview the parties concerned, aswell as analyzing the systems running on St Carolus hospital. Results of the research are application design that helps to improve the quality of the hospital service to the patient, application design that helps management in holding the event, and managing the input given by the visitor at ease. In conclusion, the application designhelps manage criticism and suggestions, make events, and intertwine relations with patients after medication or treatment.

scholarly journals Customer-Centric Knowledge Creation For Customer Relationship Management

2014 ◽  
Vol 30 (2) ◽  
pp. 397 ◽  
Author(s):  
Phocharapol Srisamran ◽  
Vichita Vathanophas Ractham
Keyword(s):  
Knowledge Management ◽  
Customer Relationship Management ◽  
Knowledge Creation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Timely Manner ◽  
Business World ◽  
Customer Knowledge ◽  
Knowledge Based

As the pace of todays world increases with advances in technology and globalization, the heat of rivalry and competition in the business world is also rising. It is a wake-up call for many firms that they can no longer just convince customers to buy whatever they sell. They have to understand their customers. Customer Relationship Management (CRM) can assist firms to know your customer and construct good relationships with customers. In order to know your customer and construct a good relationship, customer knowledge must be acquired and managed. However, this is no easy task since customer knowledge can be subjective and difficult to extract or manage. An approach is needed to acquire and manage customer knowledge. Knowledge management, including knowledge creation, can assist in terms of acquiring and managing customer knowledge. Knowledge management not only improves understanding of the customer, but also improves business process performance by enabling response to customer needs in a timely manner with better quality of service. Customer-Centric Knowledge Creation is the process for the creation of knowledge based on customer knowledge within the CRM contexts which are enterprise-wide, customer-centric, technology-driven, and cross-functional. The aims of this process are to assist organizations to gain more understanding of the customer, embedding customer knowledge into organization knowledge, and creating a customer-focused mindset in organizational members. In other words, it is to sustainably create knowledge focusing on customer knowledge in an organization.

Analysis of the Effect for Customer Relationship Management on Digital Enterprises

2021 ◽  
pp. 138-163
Author(s):  
Maryam Ebrahimi
Keyword(s):  
Customer Relationship Management ◽  
Information Quality ◽  
Relationship Management ◽  
Customer Relationship ◽  
Product Selection ◽  
Information Display ◽  
Agent Based ◽  
Crm System ◽  
Digital Enterprise

This study aims to investigate the effect of customer relationship management (CRM) on digital enterprises focusing on their digital shopping process using the agent-based modeling (ABM) in a digital store. In this regard, purposive non-probability sampling method was used to select 300 experts and descriptive and correlation coefficient with SPSS tools were used. The digital shopping process considered in this study include product review, product selection, payment, and receipt, and CRM dimensions include economic profitability, quality of optimal use of information, quality of information display, and customer satisfaction of digital shopping services. The research results based on the conceptual model, statistical analysis, and use of ABM in anylogic environment show that CRM system leads to improved digital enterprise performance and all dimensions of CRM system have a positive effect on digital shopping stages. Finally, the usefulness and accuracy of the results were confirmed based on the positive opinions of experts.

Conceptualizing the Use of Artificial Intelligence in Customer Relationship Management and Quality of Services

2022 ◽  
pp. 177-201
Author(s):  
Parag Shukla ◽  
Sofia Devi Shamurailatpam
Keyword(s):  
Artificial Intelligence ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Operational Efficiency ◽  
Customer Relationship ◽  
Quality Of Services ◽  
Comprehensive Model ◽  
Indian Banks

In this chapter, the authors have conceptualized a hypothetical comprehensive model of AI, CRM, and quality of services by banks given the underlying pull and push factors that determine the extent of AI adoption by the banks. This chapter shall also serve as a primer to demonstrate the effects of use of artificial intelligence in the Indian banks and is also aimed to encapsulate the restraining and facilitating forces that drive adoption of AI. This chapter examines the blooming development of artificial intelligence and its significance in the operational efficiency in terms of management of issues related to customers while accessing different products and services offered by banks. In other words, the use of artificial intelligence technologies can dramatically improve banks' ability to achieve four key outcomes: higher profits, at-scale personalization, rapid innovation cycles, strategic customer relationship management (CRM), and distinctive omni-channel experiences. The role of artificial intelligence (AI) is significant in the banking industry for operational efficiency.

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