scholarly journals Antecedents Brand Trust and Private Universities Reputation

2017 ◽  
Vol 9 (8) ◽  
pp. 76
Author(s):  
Nur Elfi Husda ◽  
Tri Ratnawati ◽  
Amiartuti Kusumaningtyas
Keyword(s):  
Information System ◽  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Customer Value ◽  
Private Universities ◽  
Customer Relationship ◽  
Brand Trust ◽  
Management Information ◽  
Analysis Process ◽  
University Reputation

This study aims to analyze the brand trust and reputation of private universities from the influencing aspects of Management Information System (SIM), service quality (SERVAQUAL), customer response, Customer Relationship Management (CRM), customer value and customer satisfaction toward 360 students Management courses from 4 private universities in Riau Islands province that have used the information system as a service to students by using analytical methods that can provide a simultaneous analysis process associated with multi-variance research. The results of the research showed that SIM and SERVQUAL significantly influence consumer’s response, CRM, customer value and customer satisfaction, but did not affect brand trust and University reputation.

The Role of Brand Loyalty on CRM Performance

2015 ◽  
pp. 413-446 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Brand Loyalty ◽  
Customer Value ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Performance ◽  
Business Goals ◽  
Positive Effect

This chapter introduces the framework and causal model of customer value, customer satisfaction, brand loyalty, and customer relationship management performance in terms of the innovative manufacturing and marketing solutions. It argues that dimensions of customer value, customer satisfaction, and brand loyalty have mediated positive effect on customer relationship management performance. Furthermore, brand loyalty positively mediates the relationships between customer value and customer relationship management performance and between customer satisfaction and customer relationship management performance. Customer value is positively correlated with customer satisfaction. Understanding the theoretical learning is beneficial for organizations aiming to increase customer relationship management performance and achieve business goals.

scholarly journals CUSTOMER RELATIONSHIP MANAGEMENT INFORMATION SYSTEM ST BORROMEUS HOSPITAL

MATICS ◽  
2012 ◽  
Author(s):  
Jimmy Bunardi ◽  
Linda Salma Angreani
Keyword(s):  
Information System ◽  
Customer Relationship Management ◽  
Management Information System ◽  
System Development ◽  
Relationship Management ◽  
Customer Relationship ◽  
Observation Data ◽  
Management Information ◽  
Process Data ◽  
Search Data

Customer Relationship Management Information System St.Borromeus Hospitalis anapplication to process data related to the promotion, marketing and cooperation between the St.Borromeus Hospita lwith the Contractor. Data processing is not optimum cooperation with the contractorat the Marketing division of Borromeus Hospital,cause search of information about the contractor, take a bit longer so that hamper the process of promotion and marketing. Therefore it need an application that can support and solve the problem.<br />Based on these problems the author intends arrange final by taking the title of"Customer Relationship Management Information Systems St.Borromeus Hospital ". The technique is observation data collection, interview and library research, while the phase of system development using water fall method.<br />The author hopes that this application can assist the Marketing in the Hospital of St.Borromeusin the process of  processing and marketing campaig n to the Contractor, either from the input data, search data, scheduling agreements. The authors also hope that these applications can be made to improve the performance of the Marketing are using this application.<br /><br />Keyword : Customer Relationship Management, Borromeus Hospital, Marketing, Promotions<br /><br />

scholarly journals RERANGKAINTEGRASI NILAIPELANGGAN DAN KINERJA MANAJEMEN HUBUNGAN PELANGGAN BERDASARKAN PERSEPSI PELANGGAN KORPORAT

2010 ◽  
Vol 9 (1) ◽  
Author(s):  
Ellen Dwi Cahya ◽  
Siti Rahayu ◽  
Ema Andajani
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Brand Loyalty ◽  
Customer Value ◽  
Relationship Management ◽  
Customer Behavior ◽  
Customer Relationship ◽  
Management Performance ◽  
Behavior Based ◽  
The Impact

This research focuses on the influence of the dimensions of customer value to the customer satisfaction, brand loyalty, and customer behavior-based Customer Relationship Management performance; the influence of customer satisfaction on brand loyalty and customer behavior-based Customer Relationship Management performance; the influence of brand loyalty to customer behavior-based Customer Relationship Management performance. Based on samples taken the corporate customer Hotel Roditha Banjarmasin, then this research shows that customers value that includes emotional value, functional value has a significant impact on customer satisfaction, brand loyalty, and customer behavior-based Customer Relationship Management performance, while the other dimensions of customer value customer perceived sacrifices have no significant impact on customer satisfaction, brand loyalty, but the impact on customer behavior-based Customer Relationship Management performance and social values have a significant impact on customer satisfaction and brand loyalty; customer satisfaction has a significant impact on brand loyalty and customer behavior-based Customer Relationship Management performance ; and brand loyalty has a significant impact on customer behavior-based Customer Relationship Management performance

scholarly journals ANALISIS CUSTOMER RELATIONSHIP MANAGEMENT DAN SERVICE QUALITY TERHADAP CUSTOMER VALUE MELALUI CUSTOMER SATISFACTION PADA BANK PEMERINTAH DI SURABAYA

2010 ◽  
Vol 6 (3) ◽  
Author(s):  
A.M. Kusnadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Value ◽  
Structural Equation ◽  
Relationship Management ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Minimum Criteria

The aim of this study was to know and analyze : (1) Influence of customer relationship management  on Customer Satisfaction, (2) Influence of customer management on Customer Value , (3) Influence of service quality on Customer Satisfaction , (4) Influence of service quality on customer value, (5) Influence of Customer Satisfaction  on Customer Value , (6) Influences of customer relationship management  and service quality on Customer Value  through Customer Satisfaction, (7) Influence of customer relationship management  on Customer Value  through Customer Satisfaction , (8) Influence of service quality on customer value through customer satisfaction, (9) Influence of service quality  on customer relationship management .            The population in this study involved all customers of  current account, saving, and time deposit in Surabaya, with minimum criteria of 3 (three) months being  customers. Accidental sampling technique was used in this research and 400 customers were obtained. Structural equation modeling (SEM) was used  as analysis technique  by using AMOS 4.01 software.            The result of this study showed that customer analysis management and service quality provided significant influences on customer value through Customer Satisfaction in state banks in Surabaya  Keywords:  Customer    relationship    management,    service    quality,    Customer Satisfaction ,  value.

scholarly journals Study of Influence of Customer Relationship Management on Customer Satisfaction in CV Batik Semarang16

2017 ◽  
Vol 16 (1) ◽  
pp. 57
Author(s):  
Siti Shofiah ◽  
I Made Sukresna ◽  
Sugiono Sugiono
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Product Innovation ◽  
Customer Value ◽  
Structural Equation ◽  
Relationship Management ◽  
Positive Influence ◽  
Customer Relationship ◽  
Equation Modeling

This study aimed to examine the influence of customer relationship management on customer satisfaction, with product innovation  and customer value as mediating variables. The study conducted in Batik Semarang16.The samples were customers of Batik Semarang16, a total of 126 respondents. Structural Equation Modeling (SEM) run by AMOS software was used to analyze the data. The analysis showed that customer relationship management, product innovation and customer value had positive influence on customer satisfaction.The empirical findings indicated that customer relationship management positively influenced product innovation; customer relationship management positively influenced customer value; product innovation positively influenced customer satisfaction; and customer value influenced customer satisfaction.

scholarly journals Pengaruh Customer Relationship Management (CRM), Customer Value serta Kepercayaan terhadap Loyalitas Kepuasan Nasabah

2019 ◽  
Vol 2 (2) ◽  
pp. 281-291
Author(s):  
Imam Fatoni ◽  
Nyoman Sockarini
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Customer Value ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Data Processing Method ◽  
Customer Purchases ◽  
Determining Factor

Customer satisfaction can be a determining factor in increasing customer purchases of a product and service. This study aims to determine the effect of variable customer relationship management, customer value, trust and customer satisfaction on customer loyalty PT.Adira Finance Jember. The data used in this study is primary data. Data processing method uses path analysis method with the help of SPSS 24 analysis tools.. The results showed that the variable customer relationship management, customer value, trust and customer satisfaction influence the customer loyalty of PT.Adira Finance Jember either directly or indirectly Keywords: CRM, Customer Value, Trust, Customer Satisfaction, Customer Loyalty

scholarly journals ANALYSIS OF THE EFFECT OF ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM) AND BRAND TRUST ON CUSTOMER SATISFACTION AND LOYALTY IN PIXY COSMETIC PRODUCTS

2021 ◽  
Vol 2 (3) ◽  
pp. 467-483
Author(s):  
Tasya Nandya ◽  
Dudi Permana
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Survey Methods ◽  
Relationship Management ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Brand Trust ◽  
Cosmetic Products ◽  
Customer Satisfaction And Loyalty

The purpose of this study was to study the Analysis of the Effects Electronic Customer Relationship Management (E-CRM) and Brand Trust to Customer Satisfaction and Loyalty to Pixy Cosmetic Brand. by measuring indicators that influence the variables of E-CRM, Brand Trust, Customer Satisfaction and Loyalty. This research uses descriptive research design using survey methods. Sampling uses certain criteria where respondents have known Pixy Cosmetics products from Key Opinion Leader and have bought Pixy Cosmetic Products via E-commerce and Offline store as well, at least 1 time in as a sampling technique. This study discusses using the structural equation model (structural equation modeling) - Lisrel to discuss the significance of the overall model relationship and predetermined pathways. The findings show that the E-CRM  variable is positive and significant towards Customer Satisfaction, the Brand Trust is positive and significant towards Customer Satisfaction, and Customer Satisfaction is positive and significant towards the Loyalty.

scholarly journals The Impact of Customer Relationship Management Quality and Company Reputation toward the Antecedent of Customer Loyalty during COVID-19 Pandemic

2021 ◽  
Vol 3 (2) ◽  
pp. 236-259
Author(s):  
Victor Gunawan ◽  
Rifelly Dewi Astuti ◽  
Yosman Bustaman
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Customer Value ◽  
Relationship Management ◽  
Mediating Effect ◽  
Customer Relationship ◽  
Heavy Equipment ◽  
Company Reputation

This study objective was found the interrelationships among service evaluation, that is service quality, customer satisfaction, and customer value, with customer loyalty through mediating roles of customer relationship management (CRM) quality, and moderating roles of company reputation in the heavy equipment industry in the middle of COVID-19 pandemic. Also investigate the most critical domains of service quality, customer satisfaction and customer value considered by customers in the heavy equipment and the connection among service quality, customer value and customer satisfaction toward customer loyalty by interlinking customer relationship management (CRM) quality and moderating effect of company reputation variable. In this research, there are several variables correlated with customer loyalty, CRM Quality and Company Reputation. Data were gathered from 259 customer, had transaction unit heavy equipment and its product support in the time of COVID-19 pandemic, by using SPSS and SmartPLS. The data is processed and analyze through structural equation model (SEM). The research found service quality and customer satisfaction variables were not influenced customer loyalty and the mediating effect of CRM quality on relationship between service quality toward customer loyalty were not supported too. Although, customer satisfaction has strong correlation to customer loyalty and the mediating effect is supported in the middle of COVID-19 pandemic. In addition, this research also found moderating effect of company reputation is significance on relationship service quality, customer value, and customer satisfaction toward CRM quality, even if the correlation is reverse relationship. The research discusses important implications considering the effect of service quality, customer satisfaction and mediated by CRM quality toward customer loyalty and improving company reputation as moderated effect to strengthen customer relationship management quality. 

The Role of Brand Loyalty on CRM Performance

2014 ◽  
pp. 252-284 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Brand Loyalty ◽  
Customer Value ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Performance ◽  
Business Goals ◽  
Positive Effect

This chapter introduces the framework and causal model of customer value, customer satisfaction, brand loyalty, and customer relationship management performance in terms of the innovative manufacturing and marketing solutions. It argues that dimensions of customer value, customer satisfaction, and brand loyalty have mediated positive effect on customer relationship management performance. Furthermore, brand loyalty positively mediates the relationships between customer value and customer relationship management performance and between customer satisfaction and customer relationship management performance. Customer value is positively correlated with customer satisfaction. Understanding the theoretical learning is beneficial for organizations aiming to increase customer relationship management performance and achieve business goals.

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