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All Journal Tibuana : Journal of Applied Industrial Engineering
Ristanti, Dwi Mei Riya
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CRM (Customer Relationship Management) Effect on Increasing Customer Loyalty (Case Study: Bank X – Pasuruan Branch Officer) Fauzy, Taufik Rachmad; Ristanti, Dwi Mei Riya
Tibuana Vol 6 No 2 (2023): Tibuana
Publisher : UNIPA PRESS

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36456/tibuana.6.2.7843.141-146

Abstract

This study analyzes the influence of Customer Relationship Management (CRM) Customer Loyalty on the State Savings Bank in Pasuruan. CRM is explained by identifying indicators, differentiation, interaction and customization. At the same time, the indicators are explained by loyalty, satisfaction, emotional ties, trust, behaviour, and history with the company. The analysis results show the effect of increasing CRM on the absolute loyalty of the State Savings Bank in Pasuruan. CRM influences 92.3%, and other factors outside the model influence 7.7%. The most influential factor interaction on height was 73%, followed by identification at 71.1%, Costumize factor at 61.58% and differentiation factor at 51.8%. The conclusion is that CRM, which is explained by these four factors, greatly influences fostering and increasing customer loyalty. Customers need special attention from bank management in making transactions to meet their needs and other services that can be accessed quickly and easily.
Designing Improvement of Service effectiveness Using M/M/1 and M/M/S Queue Models (Case Study: Customer Arrivals at Jatim Park Tourist Destination During Holidays and Peak Hours) Fauzy, Taufik Rachmad; Ristanti, Dwi Mei Riya; Sumariyono, Eko
Tibuana Vol 7 No 2 (2024): Tibuana
Publisher : UNIPA PRESS

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36456/tibuana.7.2.9360.107-111

Abstract

Queueing is a collection of people lined up with the purpose of waiting to be served, after which they leave the queue. Queuing activities often arise due to ineffective or suboptimal service times, resulting in longer wait times. To maximize and schedule service time optimally, queueing models such as M/M/1 and M/M/S systems are utilized. This study applies these models to analyze the queuing system at Jatim Park tourist destination. The aim of this research is to determine the effectiveness of service at the ticketing counters of Jatim Park during holidays. To initiate the study, data was collected on visitor arrival times and average service times. The data analysis aims to optimize service effectiveness at the Kampung Coklat tourist area by implementing the FCFS (First Come, First Served) queueing method and the M/M/S system. The findings suggest that the optimal number of teller servers needed to serve visitors effectively is 2. The analysis also identifies that the longest queue occurs between 10:00 AM and 11:00 AM, with 3 visitors waiting at its peak. The average number of visitors in the queue during this period is approximately 1.3 or 1 visitor. Based on these results, the study concludes that the service effectiveness at the Kampung Coklat tourist area is sufficiently optimized.
Co-Authors Fauzy, Taufik Rachmad Sumariyono, Eko