scholarly journals Evaluasi Strategi Pemasaran Dalam Upaya Membangun Loyalitas Pengguna di Perpustakaan UIN Sunan Kalijaga Yogyakarta Ditinjau dari Pendekatan Customer Relationship Management

2016 ◽  
Vol 11 (1) ◽  
pp. 24
Author(s):  
Ratih Nurhidayah
Keyword(s):  
Data Analysis ◽  
Data Collection ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Internal Communication ◽  
Customer Relationship ◽  
Management Approach ◽  
Data Validity ◽  
And Performance ◽  
Two Stages

This research aims to examine how the evaluation of marketing strategies in effort to construct a user loyalty in Library of UIN Sunan Kalijaga Yogyakarta based on Customer Relationship Management approach. This research is a qualitative research using evaluative approach. The data collection methods are using observation, interviews and documentation. Analysis of the data in this research using two stages analysis namely the data analysis before in location and the data analysis after in location , the steps are (1) data collection, (2) data reduction, (3) data presentation, and (4) drawing conclusions. Then this research is equipped with quantitative data analysis to measure the value of evaluation results in the form of percentage figures compatibility. While the data validity used credibility test using triangulation techniques and membercheck. The results of this research is concluded that: (1) Internal communication patterns UIN Sunan Kalijaga Library is encircled in interpersonal way and through by media; (2) Human resources in the UIN Sunan Kalijaga Library consists of librarians group and structural staff; (3) The top products of UIN Sunan Kalijaga Library are technology-based services, Islamic collections, facilities and comfortable room; (4) The work evaluation of UIN Sunan Kalijaga Library organization is by forming a regular forum once a month and work meeting in each end of the year; (5) The communication with UIN Sunan Kalijaga library users occurs in interpersonal way, through social media and “Friends of Library”; (6) The attitude and performance of UIN Sunan Kalijaga Library officer are considered in deficient standart and less attention to policies appearance; (7) UIN Sunan Kalijaga Library makes the extensive cooperation with various stakeholders. Thus, the marketing strategy in effort to construct user loyalty in Library of UIN Sunan Kalijaga Yogyakarta is stated 86% (in accordance) with the concept of Customer Relationship Management.

scholarly journals Pengaruh Kualitas Pelayanan Akademik dan Costumer Relationship Management Terhadap Kepuasan Mahasiswa Reguler Pagi USB YPKP Bandung

2019 ◽  
Vol 1 (2) ◽  
pp. 120
Author(s):  
Anissa Primafidyanti ◽  
Sumeidi Kadarisman
Keyword(s):  
Data Analysis ◽  
Student Satisfaction ◽  
Customer Relationship Management ◽  
Random Sampling ◽  
Relationship Management ◽  
Quantitative Approach ◽  
Customer Relationship ◽  
Management Approach ◽  
Test Results

This research aims to detremine, describe and analyze the effects of academic service and customer relationship management on student satisfaction. The method used is  decriptive verificative with  quantitative approach. Sample taking used cluster proportionare random sampling of 92 people. Data analysis showed that r2 value is 0,486. Based on the test results the partial hypotesis for the quality of thitung academic service, the value of thitung is 3,410 while ttabel’s value is 1,986 which means that the quality of academic service has a significant impact on student satisfaction. thitung value for customer relationship management is 3,509 while ttabel’s value is 1,986 which means that customer relationship management has a significant impact on student satisfaction. Based on simultaneously hypotesis Fhitung’s value is 42,129 while Ftabel’s value is 1,986 which means that simultaneously there is a significant effect between the quality of academic service and customer relationship management approach to student satisfaction.

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 Factors Affecting CRM Implementation at DHL Company in Baghdad, Iraq

2019 ◽  
Vol 3 (1) ◽  
pp. 43-51
Author(s):  
Qusay H. Al-Salami ◽  
Ibraheem A. Saadi ◽  
Zaid T. Sawadi ◽  
Rabeea K. Saleh
Keyword(s):  
Data Analysis ◽  
Customer Relationship Management ◽  
Technological Development ◽  
Relationship Management ◽  
Positive Influence ◽  
The Other ◽  
Customer Relationship ◽  
Research Model ◽  
Factors Affecting ◽  
Structured Questionnaire

Customer relationship management, CRM, has the ability to achieve success and growth of enterprises in the present time’s environment of broad competition and rapid technological development. CRM helps organizations to know the customers well and to establish sustainable relationships with them. The main goal of this study is to investigate the factors affecting CRM implementation at DHL Baghdad. To achieve this goal and considering the research model, four hypotheses were formulated, and the required data was collected through a structured questionnaire. The data was quantitatively analyzed using SPSS 17. According to the findings derived from the data analysis, the researchers concluded that the first factor (technology) has a positive and significant influence on CRM implementation. While, the other three factors (human resource, knowledge of CRM and knowledge management) had an insignificant but positive influence on CRM implementation. Thus, H1 was supported, while H2, H3 and H4 were partly supported.

Customer Relationship Management (CRM) Implementation Intensity and Performance

2011 ◽  
pp. 129-140
Author(s):  
Bryan Soh Yuen Liew ◽  
T. Ramayah ◽  
Jasmine Yeap Ai Leen
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Positive Influence ◽  
Customer Relationship ◽  
Competitive Environment ◽  
Customer Needs ◽  
And Performance ◽  
The Web ◽  
Online Web

Competition in the Web-hosting industry has become very intense in recent years as the market becomes saturated with existing as well as new players. To survive in this very competitive environment, Web-hosting companies need to be more responsive to their customer needs. Customer relationship management is thought of as a key solution to this. Thus the purpose of this study was to test the effect of CRM implementation intensity on CRM performance among Web-hosting companies. The more intense the implementation the better the CRM performance should be. Data was collected via online questionnaires from 81 respondents representing various online Web-hosting companies around the globe. The results indicated CRM implementation intensity had a direct positive influence on CRM performance.

Integrating Internet/Database Marketing for CRM

2005 ◽  
pp. 157-174
Author(s):  
Sally Rao ◽  
Chris O’Leary
Keyword(s):  
Action Research ◽  
Data Collection ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Cost Savings ◽  
Customer Relationship ◽  
The Internet ◽  
Database Marketing ◽  
Customer Information ◽  
Consumer Data

Firms have only just begun to fully use the Internet to obtain customer information in their database marketing processes to enhance customer relationship management (CRM). This chapter introduces a framework about how they can do this. Essentially, it argues that the advent of Internet/database marketing brings solutions to some of the difficulties in customer relationship management by providing one-to-one interactivity and customization. For example, the Internet offers benefits, such as increased consumer data collection accuracy and speed, cost savings in collecting data, greater interaction, and better relationships with customers. This chapter develops a framework for integrating the Internet and database marketing to help marketers improve customer relationship management through rigorous action research.

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