scholarly journals PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP LOYALITAS (Survei pada Nasabah Asuransi Jiwa Prudentual NASABAH Cabang Kota Bandung)

2016 ◽  
Vol 1 (1) ◽  
pp. 39-55
Author(s):  
Tanjungsewu Paribhasagita, ◽  
Lisnawati Lisnawati
Keyword(s):  
Customer Relationship Management ◽  
Random Sampling ◽  
Relationship Management ◽  
Simple Random Sampling ◽  
Relationship Development ◽  
Customer Relationship ◽  
Life Assurance ◽  
Interaction Management

Eksistensi industri asuransi ditandai dengan tingkat loyalitas pelanggan, khususnya industriasuransi di Kota Bandung. Prudential Life Assurance merupakan salah satu perusahaanasuransi yang memiliki berbagai tawaran produk asuransi. Salah satu produk yang palingdiminati yaitu produk asuransi jiwa. Untuk dapat bertahan di tengah persaingan, perusahaandituntut untuk menciptakan strategi yang dapat memperkuat loyalitas nasabah karena produkyang memiliki loyalitas nasabah yang baik adalah produk yang mampu bersaing untuk merebutdan menguasai pasar. Salah satu strategi yang dapat dilakukan adalah dengan customerreltionship management. Penelitian ini bertujuan untuk (1) mengetahui gambaran tingkatpelaksanaan customer relationship management pada produk asuransi jiwa Prudential cabangKota Bandung, (2) mengetahui gambaran tingkat loyalitas nasabah produk asuransi jiwaPrudential cabang Kota Bandung, (3) mengetahui temuan mengenai seberapa besar pengaruhtingkat pelaksanaan customer relationship management terhadap loyalitas nasabah padaproduk asuransi jiwa cabang Kota Bandung. Objek/unit analisis dalam penelitian ini adalahnasabah asuransi jiwa Prudential cabang Kota Bandung. Variabel bebas (X) dalam penelitianini adalah customer relationship management dan variabel terikat (Y) pada penelitian iniadalah loyalitas nasabah. Jenis penelitian yang digunakan adalah deskriptif, verifikatif, danmetode yang digunakan adalah explanatory survey dengan teknik simple random sampling,dengan jumlah sampel sebanyak 100 nasabah. Teknik analisa data yang digunakan adalahanalisis regresi linear sederhana dengan alat bantu software komputer SPSS 21.0. Hasil yangdiperoleh dalam penelitian menyatakan bahwa kinerja customer relationship managementberpengaruh terhadap loyalitas nasabah asuransi jiwa Prudential cabang Kota Bandung sebesar71,0%. Dari penelitian terhadap pengujian hipotesis dapat diketahui bahwa kinerja custoerrelationship management memiliki pengaruh yang positif terhadap loyalitas nasabah, yaitu 1)relationship development, 2) quality services, 3) interaction management, dan 4) behaviouralof the employee, Pengaruh kedua variabel ini memiliki pengaruh yang signifikan baik secarasimultan maupun secara parsial. Penulis merekomendasikan agar perusahaan lebih efektif lagidalam mempertahankan dan menjalankan strategi customer relationship managment sebagaisalah satu strategi untuk meningkatkan loyalitas nasabah asuransi jiwa Prudential.

scholarly journals Sacco’s Strategies and Member’s Savings in Deposit Taking Saccos in Nairobi County- Kenya

2019 ◽  
Vol 3 (V) ◽  
pp. 210-226
Author(s):  
Patrick Chege Kariri ◽  
Lucy Kavinda
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
Random Sampling ◽  
Capital Accumulation ◽  
Management Strategy ◽  
New Technologies ◽  
Relationship Management ◽  
Sampling Technique ◽  
Target Population ◽  
Customer Relationship

Just like the case with all investments and other firms, Savings and Credit Co-operative Societies (SACCOs) in Kenya are investment with the target of maximizing their wealth. It is that wealth maximization and capital accumulation is a critical objective whenever SACCOs have chosen pushes for more savings from members. The purpose of the study was to conduct an effect analysis of savings and credit co-operative societies strategies on member’s savings in Sacco’s’ (Nairobi county- Kenya). Specifically, the study focused on the following research objectives; to establish the relationship between loan policies, member training and customer relationship management strategy on member’s savings in Sacco’s in Nairobi County. The study targeted the forty two licensed savings and credit co-operative societies in Nairobi County-Kenya. Specifically the study targeted the management of the Sacco’s, and clients of savings and credit co-operative societies in Nairobi County-Kenya. From the projected target population which was about 12,212 respondents. A purposive sampling technique was employed in this study. Then, simple random sampling procedure was then used to select about 50% of the Sacco’s management/staff targeted from the target population. Then purposively again a random sampling technique was employed to select at least two Sacco’s clients at each office visited from the 42 registered Sacco’s in Nairobi County. In analysis, Descriptive and inferential statistics were considered to conduct an analysis of data generated from respondents. The information obtained was presented through frequency distributions tables, evidence of percentages and the researcher categorized variables. The study found that loan policies, member training and customer relationship management strategy positively and significantly affected member’s savings. The study concluded that it is a SACCO policy to appraise loans based on members’ savings and ability to repay. However, a member needs to clear any outstanding emergency loan, if any, before applying for another. Training of members both employees and clients leads to increased job satisfaction and morale among employees, motivation, increased efficiencies in processes, resulting in financial gain, increased capacity to adopt new technologies and methods by clients, increased innovation in strategies and products and enhanced company image. Customer relationship management strategy enhances better customer service, CRM systems are useful in identifying potential customers, CRM data ensures effective co-ordination of marketing campaigns. The study recommended that loan policy should clearly communicate the strategic goals and objectives of the SACCO, as well as define the types of loan exposures acceptable to the institution, loan approval authority, loan limits, loan underwriting criteria, and several other guidelines. SACCO should train members on communications; because the increasing diversity of today’s workforce brings a wide variety of languages and customs. Customer service; because increased competition in today’s global marketplace makes it critical that employees understand and meet the needs of customers. Customer relationship strategy should aim at governing how to satisfy customers beyond developing good products and services, help retain existing customers to maximize efficiencies and reduce the cost of acquisition and ensure customer satisfaction and a memorable brand experience.

Customer Relationship Management in Affiliated Hospitals of Zabol University of Medical Sciences

2021 ◽  
Author(s):  
Fatemeh Mohabati ◽  
Seyed Pouria Hedayati ◽  
Somayeh Baqheri ◽  
Naser Hashemi ◽  
Abolfazl Qoum Dust Nouri
Keyword(s):  
Customer Relationship Management ◽  
Health Care Organizations ◽  
Customer Orientation ◽  
Relationship Management ◽  
Simple Random Sampling ◽  
Customer Relationship ◽  
Average Score ◽  
Medical Sciences ◽  
Healthcare Organizations ◽  
Statistical Population

Background: In today's competitive environment, continuous, continuous and long-term relationship with the customer is the key to achieving the success of healthcare organizations. Therefore, this study was conducted to survey customer relationship management in affiliated hospitals of Zabol University of medical sciences. Methods: This study is applied and descriptive in terms of method. The statistical population includes the staff of hospitals that 205 people were selected by simple random sampling method. The data collection tool was a two-part questionnaire (demographic and customer relationship management). Research data were analyzed using SPSS 18 software. Results: In this study, the average score of customer relationship management was 3.16 points. The average scores of each of the dimensions of attracting, maintaining and expanding customer relations, infrastructure dimension and customer orientation dimension were 3.1, 2.9 and 3.48 points, respectively. Conclusion: According to the findings, customer relationship management and each of its dimensions was in a moderate position. Therefore, managers of health care organizations should take steps to improve each of the dimensions of customer relationship management in order to increase the loyalty of their customers and the productivity of the organization.

Customer Satisfaction and Loyalty : A Review in the Perspective of CRM

2013 ◽  
Vol 64 (2) ◽  
Author(s):  
Raha Khalafinezhad ◽  
Choi Sang Long
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Positive Impact ◽  
Relationship Development ◽  
Customer Relationship ◽  
Literature Reviews ◽  
Customer Services ◽  
Interaction Management ◽  
Customer Satisfaction And Loyalty

This paper analyzes the concept of Customer Relationship Management (CRM). The literature reviews strengthen the notion that the increase of customer loyalty can be achieved through positive impact of CRM strategy. In spite of the most essential advantages of CRM, there are some difficulties in CRM implementation for many organizations. Therefore, this study attempts to investigate and find out the key elements of CRM that can lead to the increase of customer satisfaction and loyalty. Base on the literature review, four identified critical CRM elements are employees’ behavior, quality of customer services, relationship development and interaction management.

scholarly journals Importance of Customer Relationship Management in Customer Loyalty (Brangkal Offset of East Java, Indonesia)

2015 ◽  
Vol 1 (1) ◽  
pp. 29-35
Author(s):  
Chamdan Purnama
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Relationship Management ◽  
Sampling Technique ◽  
Customer Relationship

This study examines the importance of customer relationship management to increase customer loyalty. The study uses two years’ data on 71 customers (respondents)of Brangkal Offset chosen on the basis of a random sampling technique. Results of this investigation indicate that important aspects of customer relationship management are people, process, and technology both partially and simultaneously have an impact on the increase of customer loyalty.

scholarly journals Social Networks and Customer Relationship Development at the Saudi Telecommunication Service Providers

2016 ◽  
Vol 8 (4) ◽  
pp. 77 ◽  
Author(s):  
Mahmoud Abdel Hamid Saleh
Keyword(s):  
Social Networks ◽  
Saudi Arabia ◽  
Customer Relationship Management ◽  
Service Providers ◽  
Strong Association ◽  
Relationship Management ◽  
Relationship Development ◽  
Customer Relationship ◽  
Security And Privacy ◽  
Telecommunication Service

<p>This paper is aimed at examining the relationship between the use of social networks and customer relationship development at the three telecommunication service providers in Saudi Arabia. It is also aimed at identifying some factors that may influence the companies’ relationships with their customers. Drawing on previous research, the researcher has selected three factors related to customers on social networks: trust and loyalty, service assessment, and information engagement. The study revealed a strong association of the use of social networks with the company’s customer relationship development, trust and loyalty, and service assessment, but not with information engagement. The findings also demonstrated significant positive associations of trust and loyalty, and service assessment with customer relationship development. However, an insignificant positive relationship was found between information engagement and customer relationship development. To leverage the effectiveness of customer relationship management at telecommunication companies in Saudi Arabia, the study recommended these companies to adopt the concept of Social Customer Relationship Management (Social CRM), and to develop customer service skills of their staff in charge of social networks. The study also pointed out the importance of encouraging customers to use social networks to connect with companies, rather than just using the traditional methods. Furthermore, the study recommended the companies to pay more attention to the customers’ assessment of their social networks, and to ensure security and privacy of their data. Ultimately, the companies need to focus on providing customers with the needed information, and benefiting from their feedbacks on social networking sites.</p>

scholarly journals Pengaruh kualitas pelayan dan customer relationship management (CRM) terhadap kepuasan pelanggan

2017 ◽  
Vol 1 (2) ◽  
pp. 79-86
Author(s):  
Januarius Harmiyanto
Keyword(s):  
Customer Relationship Management ◽  
Random Sampling ◽  
Relationship Management ◽  
Customer Relationship

Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan, terhadap kepuasan pelanggan dan pengauh Customer Relationship Management terhadap terhadap kepuasan pelanggan di Perusahaan Air Minum Kabupaten Malang. Responden dalam penelitian ini berjumlah 100 konsumen yang menggunakan jasa dari PDAM Kabupaten Malang. Teknik pengambilan sampel menggunakan teknik random sampling. Data yang terkumpul dianalisis menggunakan teknik analisis regresi linier berganda. Berdasarkan hasil penelitian diketahui bahwa kualitas pelayanan memiliki  pengaruh secara signifikan terhadap kepuasan pelanggan, customer relationship management berpengaruh secara signifikan terhadap kepercayaan konsumen, kualitas pelayanan dan customer relationship management secara simultan berpengaruh terhadap kepuasan pelaggan.

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 Innovation Capability and Customer Relationship Management in Building Competent Young Entrepreneurs

2017 ◽  
Vol 2 (1) ◽  
pp. 72-75
Author(s):  
Intan Widuri Sakti ◽  
Gallang Perdana Dalimunthe
Keyword(s):  
Customer Relationship Management ◽  
Structural Equation ◽  
Sampling Method ◽  
Relationship Management ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Jel Classification ◽  
Customer Relationship ◽  
Innovation Capability ◽  
Young Entrepreneurs

Objective - The study aims to learn effect ofInnovation Capability and Customer Relationship Management on young entrepreneur's competency. Methodology/Technique - Questionnaire used for the data collection in this study. The sampling method is probability sampling with simple random sampling technique. The population is all the Marketing students' year 2012, and the calculated sampling is 100 respondents Findings - From the analysis and explanation using SEM, it is found that Innovation Capability and CRM have a big influence towards young entrepreneurs. Those variables also stimulate them to sharpen their business intuition. Novelty - The study proves importance of Innovation Capability and CRM on development of entrepreneurs. Type of Paper: Empirical Keywords: Innovation Capability; CRM;Young Entrepreneurs; Structural Equation Modelling; SEM. JEL Classification: L26, O32.

scholarly journals Hubungan Faktor Pendukung Customer Relationship Manajemen dengan Loyalitas Pasien Poli Interna Ratulangi Medical Centre

2020 ◽  
pp. 10-17
Author(s):  
Nurfardiansyah Burhanuddin ◽  
Sartika Suyuti
Keyword(s):  
Customer Relationship Management ◽  
Random Sampling ◽  
Relationship Management ◽  
Cross Sectional Study ◽  
Medical Centre ◽  
Customer Relationship ◽  
Sectional Study ◽  
Cross Sectional

Customer Relationship Management bertujuan untuk proses adaptasi antara klinik dengan pelangganya. Jadi klinik manapun sebenarnya bertanggung jawab menjalankan program Customer Relationship Management, setiap devisi, setiap klinik dan setiap petugas pelayanan harus mengetahui tentang program tersebut, tujuan-tujuannya, dan yang paling penting apa peranan mereka dan bagaimana mereka dapat memberikan kontribusi dalam menjalankan program itu.  Berdasarkan uraian diatas maka perlu dilakukan penelitian yang bertujuan mengidentifikasi Hubungan Faktor Pendukung Customer Relationship Management (CRM) dengan Loyalitas Pasien di Poli Interna Klinik Ratulangi Medical Centre (RMC) Kota Makassar. Penelitian ini merupakan penelitian kuantitatif menggunakan survey analik dengan rancangan cross sectional study yaitu suatu rancangan penelitian yang mempelajari hubungan antara variabel independen (Petugas pelayanan, Proses pelayanan, Teknologi pelayanan) dengan variabel dependen (Loyalitas pasien). Populasi penelitian ini adalah kunjungan pasien di poli interna Klinik Ratulangi Medical Centre (RMC) Kota Makassar yang menggunakan pelayanan kesehatan tahun 2017, yaitu sebanyak 1296 pasien dengan jumlah sampel 117 pasien. Metode pengumpulan sampel dilakukan dengan cara random sampling. Berdasarkan hasil uji statistik diperoleh masing masing nilai petugas pelayanan p=0,559, proses pelayanan p=0,740, dan teknologi pelayanan p=0,760. Semua variable tidak berhubungan faktor Customer Relationship Management (CRM) dengan loyalitas pasien di poli interna klinik Ratulangi Medical Centre (RMC). Hal ini dapat dilihat dengan keputusan tingkat loyalitas pasien sebagian besar melihat aspek petugas pelayanan yang dimiliki klinik Ratulangi Medical Centre (RMC). Menyangkut petugas pelayanan sebagian besar pasien setuju bahwa petugas mampu memberikan kemampuan, keterampilan, dan keramahan kepada pasien di Poli Interna Klinik Ratulangi Medical Centre (RMC). Proses pelayanan sebagian besar pasien setuju bahwa proses pelayanan mudah untuk lakukan. Membantu petugas untuk lebih mengenali dan menjalin hubungan dekat dengan pasien. Dimensi proses terbentuk karena identifikasi profil, komunikasi dengan pelanggan, dan penanganan keluhan pasien di Poli Interna Klinik Ratulangi Medical Centre (RMC). Teknologi pelayanan, beberapa pasien setuju bahwa teknologi pelayanan mudah untuk mendapatkan informasi, membantu mempercepat dan mengoptimalkan faktor manusia dan proses bisnis dalam aktivitas pengelolaan hubungan dengan pasien di Poli Interna Klinik Ratulangi Medical Centre (RMC). Kesimpulan dari penelitian bahwa tidak terdapat hubungan faktor pendukung Customer Relationship Management (petugas pelayanan, proses pelayanan, dan teknologi pelayanan) dengan loyalitas pasien di poli interna klinik Ratulangi Medical Centre (RMC) Kota Makassar tahun 2018.

scholarly journals EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT TO CUSTOMER RETENTION MEDIATED BY CUSTOMER SATISFACTION AND CUSTOMER LOYALTY

2021 ◽  
Vol 19 (4) ◽  
pp. 896-904
Author(s):  
Siti Zainut Tifliyah ◽  
◽  
Fatchur Rohman ◽  
Noermijati Noermijati ◽  
◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
High Mobility ◽  
Customer Retention ◽  
Simple Random Sampling ◽  
Customer Relationship ◽  
Web Based ◽  
Research Criteria

The purpose of this study was to analyze the effect of Customer Relationship Management (CRM) on customer retention mediated by customer satisfaction and customer loyalty on Priority BTN in Malang City. The population of this study is Priority BTN customers in Malang City, and the number of samples obtained is in accordance with the research criteria as many as 100 samples. The approach used in this study is a quantitative approach. The type of research based on the formulation of the problem and the purpose of the study is explanatory. The technique used in this study is probability sampling with a simple random sampling method. The research instrument used was a questionnaire analyzed using SmartPLS 3.0 software. The results showed that CRM has a direct influence on customer retention. In addition, CRM indirectly affects customer retention through mediating variable customer satisfaction and customer loyalty. The next researcher can conduct further research with broader research objects, namely at the BTN Priority bank customers nationally, and can use web-based surveys to shorten the time in researching priority customers because priority customers have high mobility.

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