The implementation of customer relationship management as a key performance indicator for the service apartment industry in Hong Kong : a case study of standard serviced apartment

2012 ◽  
Author(s):  
Wing-lun Yeung
Keyword(s):  
Hong Kong ◽  
Customer Relationship Management ◽  
Performance Indicator ◽  
Relationship Management ◽  
Customer Relationship ◽  
Key Performance Indicator ◽  
Apartment Industry

scholarly journals PENILAIAN KINERJA CUSTOMER RELATIONSHIP MANAGEMENT DALAM INDUSTRI PERBANKAN DENGAN MENGGUNAKAN METODE ANALYSIS HIERARCHY PROCESS (STUDI KASUS PADA BANK. XXX)

2017 ◽  
Vol 3 (2) ◽  
Author(s):  
Mohammad Agung Saryatmo ◽  
Ahmad . ◽  
Inge Elsera Kristian
Keyword(s):  
Customer Relationship Management ◽  
Performance Indicator ◽  
Relationship Management ◽  
Customer Relationship ◽  
Key Performance Indicator ◽  
Hierarchy Process

Bank XXX adalah perusahaan yang bergerak di industri jasa, memiliki delapan divisi membutuhkan karyawan yang dapat bekerja dengan baik agar kepuasan pelanggan dapat dicapai. Untuk itu, perlu adanya penilaian kinerja yang dilakukan pada Bank XXX. Hal ini bertujuan untuk mengetahui divisi mana yang bekerja secara maksimal dengan memberikan kriteria pembobotan yang sesuai dengan Bank XXX tersebut. Metode Analysis Hierarchy Process digunakan untuk memberikan pembobotan tersebut. AHP merupakan suatu model pendukung keputusan yang akan menguraikan masalah multi faktor atau multi kriteria yang kompleks menjadi suatu hirarki. Level pertama adalah tujuan, yang diikuti level faktor, kriteria, sub kriteria, dan seterusnya ke bawah hingga level terakhir dari alternatif. Penilaian akan dilakukan oleh top mangement dan divisi yang bersangkutan pada Bank XXX. Dasar teori yang digunakan untuk menyelesaikan permasalahan di Bank XXX adalah Customer Relationship Management. Dari hasil perhitungan dapat diketahui bahwa urutan prioritas Bank XXX yang mempunyai kriteria kinerja yang paling penting adalah Divisi Teknologi Informasi (0,198912), Divisi Logistik (0,172157), Divisi Perbankan Internasional (0,124572), Divisi Audit Internal (0,119687), Divisi Perbankan Konsumer (0,107502), Divisi Pengembangan Operasi (0,099893), Divisi Sumber Daya Manusia (0,093967) dan Divisi Keuangan dan Akuntansi (0,083311). Kemudian dilakukan penilaian kinerja dengan Key Performance Indicator dan hasilnya adalah terdapat 1 KPI yang berwarna kuning. Hal ini berarti perlu dilakukannya suatu perbaikan agar kinerja perusahaan dapat berlangsung dengan baik. Kata Kunci: Analysis Hierarchy Process, Customer Relationship Management, Kinerja Karyawan, Key Performance Indicator

scholarly journals THE ANTECEDENT OF CUSTOMER SATISFACTION

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.

scholarly journals THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) ON MUZAKI LOYALTY

2020 ◽  
Vol 5 (2) ◽  
pp. 90
Author(s):  
Nihayatu Aslamatis Sholihah ◽  
A'rasy Fahrullah
Keyword(s):  
Human Resources ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Sampling Technique ◽  
Quantitative Approach ◽  
Customer Relationship ◽  
Coefficient Of Determination ◽  
Research Use ◽  
Test Result

The aim of this research is to test the effect of customer relationship management (data and information, human resources, process, and technology) towards muzakki loyalty case study Yatim Mandiri Surabaya. this research was conducted with an associative quantitative approach. Number of samples that used in this research is 100 peoples who is active muzakki ini Yatim mandiri Surbaya and use purposive sampling technique. This research use a questionnare that calculates with Likert scale and analyzed with SPSS 23 version. The result of this research indicated that customer relationship management varible has significant effect and positive of muzakki loyalty. Based on the partial test result indicated that customer relationship management has partial effect of muzakki loyalty, and �based on the coefficient of determination test result, indicated that customer relationship management variable has a big impact as 33,7% of muzakki loyalty.

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