scholarly journals IMPLIKASI PENERAPAN CUSTOMER RELATIONSHIP MARKETING DAN DIGITAL MARKETING TERHADAP KEPUASAN KONSUMEN PADA PT GAPURA ANGKASA JOUMPA DENPASAR

GANEC SWARA ◽  
2020 ◽  
Vol 14 (1) ◽  
pp. 506
Author(s):  
NI PUTU MIRA DWI ASTUTI ◽  
I KOMANG MAHAYANA PUTRA ◽  
KASIANI KASIANI ◽  
COKORDA GEDE PUTRA A YUDISTIR ◽  
I MADE WIDIANTARA
Keyword(s):  
Data Collection ◽  
Relationship Marketing ◽  
Consumer Satisfaction ◽  
Secondary Data ◽  
Customer Relationship ◽  
Digital Marketing ◽  
Primary Data ◽  
Questionnaire Data ◽  
Research Model ◽  
Customer Relationship Marketing

This study aims to determine the implications of Customer Relationship Marketing and Digital Marketing for consumer satisfaction at PT Gapura Angkasa JOUMPA Denpasar. The number of samples used was 68 people. The data used are primary data and secondary data with data collection techniques using a questionnaire. Data were analyzed descriptively quantitatively with SPSS 23.0 The results showed that partially 45.1% Customer Relationship Marketing (X1) had positive and significant implications for Consumer Satisfaction (Y) and 14% Digital Marketing (X2) had positive and significant implications for Consumer Satisfaction (Y). Simultaneously Customer Relationship Marketing (X1) and Digital Marketing (X2) have 59.1% implications for Consumer Satisfaction (Y) and 40.9% due to other factors outside the research model.

scholarly journals BUSINESS STRATEGIES: RUMUSAN STRATEGI MENINGKATKAN PEREKONOMIAN SEKTOR UMKM DI TENGAH PANDEMI

2021 ◽  
Vol 3 (2) ◽  
pp. 129
Author(s):  
Priska Rahmawati ◽  
Nur Aziz ◽  
Budi Utomo
Keyword(s):  
Relationship Marketing ◽  
Customer Relationship ◽  
Digital Marketing ◽  
Business Strategies ◽  
Customer Relationship Marketing

Pandemi Covid-19 telah melanda Indonesia, hal ini mengakibatkan penurunan tingkat pendapatan dalam perekonomian. UMKM merupakan salah satu sektor yang terkena dampak pandemi ini. Pelaku usaha UMKM mengalami penurunan tingkat pembeli, hal ini terjadi karena adanya kebijakan PPKM (Pemberlakuan Pembatasan Kegiatan Masyarakat). Penelitian ini bertujuan untuk menjawab permasalahan yang dihadapi oleh pelaku usaha UMKM dan memberikan strategi bisnis baru supaya bisa bertahan di tengah pandemi. Metode penelitian dalam penelitian ini menggunakan analisis kualitatif dengan teknik pengumpulan data observasi partisipasi dan menggunakan sumber data sekunder. Hasil penelitian ini berupa rumusan strategi bisnis baru yaitu, melakukan penjualan E-Commerce, melakukan pemasaran dengan digital marketing, memperbaiki kualitas produk dan layanan, serta menjalin hubungan baik dengan konsumen (Customer Relationship Marketing). Dengan adanya penelitian ini akan memberikan kontribusi kepada pelaku UMKM untuk mempertahankan bisnisnya di masa pandemi, dan jangka panjangnya akan meningkatkan pendapatan nasional melalui sektor UMKM.Kata Kunci : Covid-19, UMKM, Strategi Bisnis

Emotional Intelligence Towards Customer Relationship Marketing

2020 ◽  
pp. 263-284
Author(s):  
Grace Al Khoury ◽  
Alkis Thrassou ◽  
Ioanna Papasolomou
Keyword(s):  
Emotional Intelligence ◽  
Conceptual Model ◽  
Relationship Marketing ◽  
Banking Sector ◽  
Case Study Research ◽  
Secondary Data ◽  
Retail Banking ◽  
Customer Relationship ◽  
Customer Relationship Marketing ◽  
Intelligence Models

The chapter adopts a theoretical approach to exploring the existing literature on emotional intelligence models and customer relationship marketing concept with the aim of proposing a ‘new' conceptual model interlinking emotional intelligence (EI) and customer relationship marketing (CRM). The proposed conceptual model will then be re-developed on the basis of the findings that will emerge from a qualitative case study research carried out in the Lebanese retail banking sector. The fact that the focus of this study is on the Lebanese market could potentially ‘fuel' the topic with more controversy due to the impact of the Lebanese culture affecting both the banks' organisational culture and the front-line employee behaviour. Based on an extensive search of literature, one can conclude that EI significantly affects the retail banking sector. The research study aims at interlinking EI theory with frontline employee behavior in the context of CRM through combing existing models, theoretical research and secondary data.

scholarly journals PENGARUH IMPLEMENTASI CUSTOMER RELATIONSHIP MARKETING TERHADAP LOYALITAS TAMU MENGINAP DI PREMIER BASKO HOTEL PADANG

2018 ◽  
Vol 1 (3) ◽  
pp. 126-133
Author(s):  
Yesi Elsandra ◽  
Silvia Rahayu
Keyword(s):  
Relationship Marketing ◽  
Sampling Method ◽  
Secondary Data ◽  
Positive Influence ◽  
Customer Relationship ◽  
Purposive Sampling ◽  
Customer Relationship Marketing ◽  
Marketing Implementation

The goal of this research is to know whether customer relationship marketing implementation influenced to guest stay loyality in Premier Basko Hotel. This research using primary and secondary data by purposive sampling method with the number of 100 respondent which is defined by Slovin formula. The result of this research shows that customer relationship marketing implementation have positive influence to guest stay in Premier Basko Hotel.

scholarly journals Relationship Marketing Elements in the Telecom Sector of Jammu and Kashmir

2020 ◽  
Vol 16 (01) ◽  
pp. 26-29
Author(s):  
Rafiq Lone
Keyword(s):  
Relationship Marketing ◽  
Financial Services ◽  
Service Industry ◽  
Customer Relationship ◽  
Three Dimensions ◽  
Primary Data ◽  
Jammu And Kashmir ◽  
Customer Relationship Marketing ◽  
Analytic Hierarchical Process ◽  
Telecom Service

Relationship marketing is one of the most rapidly discussed concepts in the modern services marketing arena. With the advances in technology, Customer relationship marketing (CRM) and relationships in Business to business (B2B) settings also have gained importance. Various parameters have been employed by researchers to arrive at the antecedents and indicators of relationship marketing. The paper makes a thorough review of the literature to present the dimensions already expressed. Theron and Terblanche (2010) used analytic hierarchical process (AHP) method to make-out ten dimensions out of a pool of twenty-three dimensions previously categorized by the scholars who worked on similar topics; the study though was conducted from a financial services perspective. From the primary data collected through a structured questionnaire and subjected to analysis, the paper aims to identify these dimensions in connection with the telecom service industry in the state of Jammu and Kashmir (JandK). Trust, commitment, communication, and customer-centricity were identified as the main dimensions. These four have also been identified in various other studies conducted elsewhere in the services sector.

scholarly journals ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP PELAYANAN WARUNK BENDITO DI KAWASAN MEGAMAS MANADO

2019 ◽  
Vol 15 (1) ◽  
pp. 159
Author(s):  
Mulyadi ., Buton ◽  
Rine ., Kaunang ◽  
Sherly Gladys Jocom
Keyword(s):  
Data Collection ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Secondary Data ◽  
Primary Data ◽  
Research Report ◽  
The Internet ◽  
Scientific Journals ◽  
Scale Analysis ◽  
Interview Technique

This study aims to determine the level of customer satisfaction with Warunk Bendito service in the Megamas Manado area. This research was conducted in three months starting from preparation to compiling the research report from January 2019 to March 2019. This study uses primary and secondary data. The sampling method in this study was done by accidental sampling. Primary data collection is done by interview technique directly to 60 respondents based on questionnaires that have been prepared in advance. While secondary data collection is obtained from existing documents Warunk Bendito, books available at local bookstores and the internet through google scholar searches to access articles from various scientific journals and other university “skripsi” related to this research, especially concerning consumer satisfaction with service. The results of the study using the Likert Scale analysis showed that the index of the level of consumer satisfaction with the service of Warunk Bendito in the Megamas area of Manado was at the point of 83.2% which was in the very satisfied category.*jnkd+erprm*

scholarly journals Pengaruh Customer Relationship Marketing Terhadap Kepuasan Dan Loyalitas Merchant Partner Grab Food di Kota Pekanbaru

2021 ◽  
Vol 11 (1) ◽  
pp. 44-52
Author(s):  
Ricky Purnama Sanjaya ◽  
Zulkarnain Zulkarnain ◽  
Samsir Samsir
Keyword(s):  
Structural Equation Modeling ◽  
Data Collection ◽  
Relationship Marketing ◽  
Structural Equation ◽  
Quantitative Method ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Customer Relationship Marketing ◽  
Partner Satisfaction ◽  
Data Collection Technique

This study aims to determine the effect of Customer Relationship Marketing on Satisfaction and Loyalty of Grab Food Merchant Partners in Pekanbaru City. The population taken from this research is Grab Food merchant partner in Pekanbaru. The method used in this research is descriptive quantitative method. And testing the hypothesis in this study using the analysis of Structural Equation Modeling (SEM). The data collection technique was done by interview and questionnaire. The results of this study indicate that from the variable Customer Relationship Marketing (Trust, Commitment, Communication and Problem Handling), variables of trust and problem handling have a positive but insignificant effect on the satisfaction of merchant partners. Meanwhile, Commitment and Communication have a positive and significant effect on merchant partner satisfaction. Then the results of this study also show that the Satisfaction variable has a positive and significant effect on the Loyalty of Grab Food partner merchants in Pekanbaru.

Study of Customer Relationship Marketing Practices in Organised Retailing in Food and Grocery Sector in India: An Empirical Analysis

2008 ◽  
Vol 12 (4) ◽  
pp. 33-43 ◽  
Author(s):  
Ch. J. S. Prasad ◽  
A. R. Aryasri
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Relationship Marketing ◽  
Empirical Analysis ◽  
Customer Loyalty ◽  
Eating Habits ◽  
Secondary Data ◽  
Customer Relationship ◽  
Primary Data ◽  
Changing Trends

The fast changing trends in lifestyles, food and eating habits of consumers have contributed largely to the growth and development of organised food and grocery retail formats in India. But, this sector is predominantly (99.2 percent) dominated by the traditional kirana stores, which have strong relationships with the customers for various technical and functional quality benefits extended to them. This posed a great challenge to the organised retailers for customer acquisition and retention of loyal customers in this fierce competition. The paradigm shift in marketing practices from the traditional marketing to reactive marketing and then to relationship marketing have reiterated the significance of leveraging firm–customer relationship for reaping mutual benefits. Thus relationship marketing has come to the fore and occupied centre stage as one of the strategic tools for organised retailers to develop ways for attracting and motivating potential customers to remain staunch loyalists forever However, little is known about the actual influences of the cornerstones of relationship marketing on relationship quality and customer loyalty from an empirical analysis in the context of changing trends in food and grocery retailing. This study seeks to investigate the influence of relationship marketing cornerstones viz., Customer Satisfaction, Trust, Commitment, Communication on Relationship Strength which further explore the affect on attitudinal outcomes like relationship quality and behavioural outcomes such as customer loyalty. The study further examines an influence of the relationship quality on customer loyalty. This study is purely based upon the primary data and necessary secondary data to reinforce the model. A total of 150 retail customers in Hyderabad actively participated in this survey. The findings from the study indicated that customer satisfaction has emerged as a significant factor followed by commitment and trust for managing relationship quality and customer loyalty. Various managerial and marketing implications are extensively discussed.

scholarly journals TINGKAT KEPUASAN KONSUMEN TERHADAP PELAYANAN “BAKSO SOLO” DI KOTA MANADO

2021 ◽  
Vol 17 (2) ◽  
pp. 191
Author(s):  
Jessy Jane Manasye Mantiri ◽  
Melsje Yellie Memah ◽  
Grace Adonia Josefina Rumagit
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Secondary Data ◽  
Likert Scale ◽  
Primary Data ◽  
Sampling Techniques ◽  
Collection Method ◽  
Data Collection Method ◽  
The City

This study aims to determine the level of customer satisfaction with the service "Bakso Solo". This research was conducted from January to March 2020. The data used in this study are primary data and secondary data. Primary data were obtained through direct interviews with 44 respondents using a questionnaire. The data collection method was carried out using accidental sampling techniques. Data collection regarding customer satisfaction is carried out using a Likert scale measurement. Secondary data obtained from these efforts which are related to this research. The results showed that, the level of consumer satisfaction of the restaurant "Bakso Solo" in the city of Manado was 78.64% or consumers were in the "Satisfied" category.

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