Pengaruh Pengetahuan Pelanggan Terhadap Kualitas Pelayanan Melalui Manajemen Hubungan Pelanggan

AbstrakTujuan –Penelitian ini bertujuan untuk menganalisis pengaruh pengetahuan pelanggan terhadapkualitas pelayanan melalui manajemen hubungan pelanggan.Desain / Metodologi / Pendekatan:Sampel yang digunakan dalam penelitian ini berjumlah 155 responden dengan menggunakan metode penarikan sampel purposive sampling. Penelitian ini dilakukan dengan menyebar kuisoner pada nasabah Bank OCBC NISP Jakarta. Pengujian hipotesis penelitian dilakukan dengan metode Structural Equation Model (SEM)dengan softwareyang digunakan yaitu AMOS.Temuan:Hasil penelitian ini menyatakan: (1) Terdapat pengaruh positif pengetahuan pelanggan terhadap manajemen hubungan pelanggan, (2) Terdapat pengaruh positif manajemen hubungan pelanggan terhadap kualitas pelayanan, (3) Terdapat pengaruh positif pengetahuan pelanggan terhadap kualitas pelayanan, dan (4) Terdapat pengaruh positif pengetahuan pelanggan terhadap kualitas pelayanan melalui manajemen hubungan pelanggan. Berdasarkan dari keempat hasil pengujian yang memiliki pengaruh yang paling dominan yaitu hasil pengujian yang ketiga yaitu pengaruh positif antara pengetahuan pelanggan terhadap kualitas pelayanan Abstract Purpose - The objective of this study is to examine and analyze the influence of customer knowledge toward service quality mediated by customer relationship management.Design/Methodology/Approach:The samples being used in this study is 155 respondents. Data collection method that used in this study is purposive sampling.This research was conducted by distributing questionnaires to customers of Bank OCBC NISP Jakarta. Hypothetical testing is conducted using Structuctural Equation Model (SEM)method with the software used is AMOS.Findings:The findings of this study are: (1) Customer knowledge has positive effect on Customer relationship management, (2) Customer relationship management has positive effect on servie quality, (3) Customer knowledge has positive effect on Service quality, and (4) Customer knowledge has positive effect on service quality through customer relationship management. Based on the four test results that have the most dominant influence, the third test result is dominant influence and have a positive impact between customer knowledge on service quality

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Impact of customer relationship management on customer satisfaction in hoteling industry

Journal of Management Info ◽

10.31580/jmi.v3i1.17 ◽

2014 ◽

Vol 2 (2) ◽

pp. 8-12

Author(s):

Sanaullah Nazir ◽

Sheraz Khan ◽

Raja Ahmed Jamil ◽

Qazi Shujaat Mehmood

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Relationship Management ◽

Positive Impact ◽

Relationship Management ◽

Success For All ◽

Customer Relationship ◽

Management Service ◽

Access To Services ◽

The Impact

Customer satisfaction is an imperative element of the success for all businesses. One of the biggest challenges of a marketer is how to satisfy and retain the customers. The purpose of this study is to find the impact of customer relationship management on customer satisfaction. A total of 130 participants was selected through purposive sampling from the different hotels of Islamabad city. Data was collected from the participants by using standardized questionnaires. Results revealed that there is a significant positive impact of different elements of customer relationship management (service quality, access to services and service features) on customer satisfaction and businesses cannot succeed without focusing on customer relationship management in this era.

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The impact of customer knowledge and customer relationship management on service quality

International Journal of Quality and Service Sciences ◽

10.1108/ijqss-08-2012-0014 ◽

2014 ◽

Vol 6 (1) ◽

pp. 77-96 ◽

Cited By ~ 22

Author(s):

Shu-Mei Tseng ◽

Pin-Hong Wu

Keyword(s):

Service Quality ◽

Customer Relationship Management ◽

Management Practices ◽

Relationship Management ◽

Customer Relationships ◽

Customer Relationship ◽

Future Research ◽

Customer Knowledge ◽

Content Type ◽

The Impact

Purpose – Enterprises realize that customers are their most important asset and recognize that a high level of customer satisfaction can only be achieved by enhancing service quality. Thus, how enterprises acquire customer knowledge by which to initiate and maintain customer relationships, as well as to enhance service quality has become an important issue. The paper aims to discuss these issues. Design/methodology/approach – This study uses a questionnaire and statistical analytical techniques to explore the impact of customer knowledge and customer relationship management (CRM) on service quality. Findings – The results indicated that customer knowledge has a positive influence on service quality and CRM is the partial intervening variable between customer knowledge and service quality. That is, customer knowledge enhances the CRM, while CRM, in turn, increases service quality and provides competitive advantages. Research limitations/implications – This research explored the impact of customer knowledge and CRM on service quality based on the company's perception and there was no validation on the customers' perception of the company. Therefore, it is suggested that future research should involve company staff, current customers, and latent customers to strengthen the triangulation. Practical implications – The results found that customer knowledge is indeed an important source of competitive advantage. Hence, enterprises should acquire valuable customer knowledge in order to enhance the relationship with customers, as well as enhance their service quality. Originality/value – There is still little related literature investigating the relationships amongst customer knowledge, CRM, and service quality. Hence, this study applies questionnaire methods as the main research tools in order to conduct an in-depth investigation into the influence of customer knowledge and CRM on service quality. Furthermore, this research is expected to provide enterprises with valuable suggestions for management practices.

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Pengaruh Brand Image, Service Quality, dan Customer Relationship Management Terhadap Customer Loyalty

Jurnal Manajemen Bisnis dan Kewirausahaan ◽

10.24912/jmbk.v3i5.6082 ◽

2019 ◽

Vol 3 (5) ◽

pp. 56

Author(s):

Samuel Hendy ◽

Keni Keni

Keyword(s):

Service Quality ◽

Customer Relationship Management ◽

Customer Loyalty ◽

Brand Image ◽

Positive Impact ◽

Relationship Management ◽

Customer Relationship ◽

Primary Data ◽

Online Questionnaire ◽

Coffee Shops

This research is being shown in order to learn how brand image, service quality and customer relationship management can affect customer loyalty one of these coffee shops in Jakarta. This research can be classified as quantitative and descriptive research which consist of primary data that being gather by online questionnaire, in other word survey. These coffee shops customer that located in Jakarta are the sample in this research. The data that has been gathered are being collected from 150 customers. As the result, this research shown from these coffee shops customer in Jakarta are 1) Brand image affect the customer loyalty in positive way. 2) Service quality give positive impact toward customer loyalty. 3) There are positive clout that customer relationship management give toward customer loyalty

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Analisis pengaruh kualitas layanan, corporate image, dan customer relationship management terhadap loyalitas nasabah dengan kepuasan nasabah sebagai variabel intervening

Journal of Management and Digital Business ◽

10.53088/jmdb.v1i1.46 ◽

2021 ◽

Vol 1 (1) ◽

pp. 37-51

Author(s):

Krisna Issri Kuswandarini ◽

Arna Asna Annisa

Keyword(s):

Service Quality ◽

Path Analysis ◽

Customer Relationship Management ◽

Customer Loyalty ◽

Relationship Management ◽

Corporate Image ◽

Customer Relationship ◽

Primary Data ◽

Branch Office ◽

Positive Effect

This study aims to determine and analyze the influence of service quality, corporate image, and customer relationship management (CRM) on customer loyalty with customer satisfaction as an intervening variable (study at Bank Syariah Indonesia branch office Semarang). This research is a quantitative research using primary data. The analysis method uses a path analysis approach. The test results show that service quality, customer relationship management, and satisfaction positively affect loyalty. The corporate image does not affect loyalty. Service quality and corporate image have no positive effect on satisfaction. Customer relationship management has a positive effect on satisfaction. Path analysis test shows that the satisfaction variable acts as a mediation between the influence of service quality, corporate image, customer relationship management on customer loyalty at bank BSI branch office Semarang.

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The Impact of Customer Relationship Management on Achieving Service Quality of Banking Sector of Jordan

International Journal of Business and Management ◽

10.5539/ijbm.v12n3p180 ◽

2017 ◽

Vol 12 (3) ◽

pp. 180 ◽

Cited By ~ 1

Author(s):

Marzouq Ayed Al-Qeed ◽

Basem Yousef ALsadi ◽

Zeyad F Al-Azzam

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Relationship Management ◽

Banking Sector ◽

Services Quality ◽

Relationship Management ◽

Customer Retention ◽

Customer Relationship ◽

Customer Knowledge

Definitely, the world is becoming chaotic and affects all aspects of life. One of these is customers who become more severe in their needs, expectations, desires, and preferences. Organizations must consistently realize this issue by communicating and building effective relationships with them for better-enhancing services quality. Therefore, this study investigates the relationship between customer relationship management and service quality of Jordan banking sector. The researchers relied on descriptive and analytical approach through a survey questionnaire used to obtain data from 150 respondents who were at all levels in the 22 operating banks in Jordan, only 141 were returned but 13 of them were excluded because they were invalid for statistical analysis, only 128 questionnaires were valid and considered with a ratio of 85%. The findings revealed that a moderate level of importance in customer relationships management was apparent while an increasing awareness in the service quality of banking sector of Jordan was dominant. The study also found a strong correlation between customer relationship management -except customer satisfaction and loyalty- and the service quality of banking operated in Jordan. Additionally, results showed that a significant and statistical effects at (P<0, 05) of customer relationship management with its dimensions (customer satisfaction, customer loyalty, customer attraction, customer retention, customer value, customer culture, customer knowledge) in service quality of Jordan banking sector. Finally, study results revealed that customer knowledge, customer retention, and customer culture are the most influential dimensions in the services quality of Jordan banks sector.

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PENGARUH KUALITAS LAYANAN, NILAI PELANGGAN, CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (STUDI PADA PT. BPR PRIMA MULTI MAKMUR)

Jurnal Ekonomi Integra ◽

10.51195/iga.v11i2.159 ◽

2021 ◽

Vol 11 (2) ◽

pp. 152

Author(s):

Mochammad Faisal Fadli

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Relationship Management ◽

Customer Loyalty ◽

Customer Value ◽

Census Data ◽

Relationship Management ◽

Customer Relationship ◽

Significant Positive Effect ◽

Positive Effect

This study aims to determine the effect of Service Quality, Customer Value, Customer Relationship Management (CRM) on Customer Satisfaction and Customer Loyalty of PT. BPR Prima Multi Makmur. The population is 88 customers with the sampling technique used is the census. Data obtained by using a questionnaire and documentation. The data analysis technique uses path analysis. The results showed that the Customer Value Variable (X2) had a significant and positive influence on the Customer Satisfaction variable (Y1). The Service Quality variable (X1) has a significant positive effect on the Customer Loyalty variable (Y2). The Customer Value variable (X2) has a significant positive effect on the Customer Loyalty variable (Y2). The CRM variable (X3) has a significant positive effect on the Customer Loyalty variable (Y2). The Customer Satisfaction variable (Y1) has a significant positive effect on the Customer Loyalty variable (Y2). Based on the research conclusions, it can be suggested the following: The company, in this case PT. BPR Prima Multi Makmur, must pay attention to the significant pathways in this research in order to add and retain customers better

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The Relationship between Customer Knowledge and Customer Relationship Management Towards Service Quality in Malaysia

SSRN Electronic Journal ◽

10.2139/ssrn.2697877 ◽

2015 ◽

Author(s):

Shazeaa Azhar

Keyword(s):

Service Quality ◽

Customer Relationship Management ◽

Relationship Management ◽

Customer Relationship ◽

Customer Knowledge ◽

The Relationship

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PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT DAN KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH KREDIT KOMERSIL PADA BANK NAGARI SUMATERA BARAT CABANG PAINAN

10.31219/osf.io/jmavq ◽

2020 ◽

Author(s):

Lira Anggraini ◽

Alfian

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Relationship Management ◽

Customer Loyalty ◽

Linear Regression Analysis ◽

Relationship Management ◽

Sampling Technique ◽

Multiple Linear Regression Analysis ◽

Customer Relationship ◽

Positive Effect

This study aims to determine the effect of customer relationship management and service quality to loyalty of commercial credit customers at Nagari Bank West Sumatera Painan Branch. The sample used counted 95 respondents, sampling technique using accidental sampling method. Data were collected using questionnaire, while data analysis technique was done by using multiple linear regression analysis. The results showed that based on Persial Test (t test) obtained: a) service quality variable has a positive effect 0,805 < 1,985 and not significant 0,423 > 0,05 to customer loyalty. b) customer satisfaction variables have a positive effect of 0,218 < 1,985 and not significant 0,828 > 0,05 to customer loyalty. c) variable of reliability have positive effect 2,254 > 1,985 and significant 0,027 < 0,05 to customer loyalty. d) Responsiveness variable has positive effect 8.173 > 1.985 and significant 0.000 < 0,05 to customer loyalty. e) the assurance variable has a positive effect 0,983 < 1,985 and not significant 0,328 > 0,05 to customer loyalty. f) empathy variables have negative effect -2,615 > 1,985 and significant 0,011 < 0,05 to customer loyalty. g) tangible variable has a positive effect of 2,791 > 1,985 and significant 0,006 < 0,05 to customer loyalty. From this research, the value of R² is 0,598, it means that 59,8% influenced by service quality variable, customer satisfaction, reliability, responsiveness, assurance, empathy, tangible and the rest influenced by other variables.

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CREATING SUSTAINABLE COMPETITIVE ADVANTAGE IN BANKING THROUGH TECHNOLOGY, CUSTOMER RELATIONSHIP MANAGEMENT AND INTERNAL MARKERTING

European Journal of Technology ◽

10.47672/ejt.138 ◽

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.

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THE ANTECEDENT OF CUSTOMER SATISFACTION

10.31219/osf.io/af8pb ◽

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.

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