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All Journal Optimum : Jurnal Ekonomi dan Pembangunan JSI: Jurnal Sistem Informasi (E-Journal) JMM17: Jurnal Ilmu Ekonomi dan Manajemen Palapa: Jurnal Study Keislaman dan Ilmu Pendidikan JURNAL MANAJEMEN INDUSTRI DAN LOGISTIK Media Mahardhika Jurnal Manajerial MANAZHIM JURNAL MANAJEMEN JURNAL LENTERA BISNIS BALANCE: Economic, Business, Management and Accounting Journal International Journal of Economics, Business and Accounting Research (IJEBAR) Dinasti International Journal of Education Management and Social Science Jurnal Ilmiah Edunomika (JIE) Al-Kharaj: Journal of Islamic Economic and Business Kontribusia : Research Dissemination for Community Development Jurnal Pembelajaran Pemberdayaan Masyarakat (JP2M) Community Development Journal: Jurnal Pengabdian Masyarakat Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Jurnal Bisnisman : Riset Bisnis dan Manajemen Jurnal Aktiva : Riset Akutansi dan Keuangan Didaktika: Jurnal Kependidikan International Journal of Business, Law, and Education Jurnal Senopati : Sustainability, Ergonomics, Optimization, and Application of Industrial Engineering DedikasiMU: Journal of Community Service Jurnal Teknologi dan Manajemen EKONOMIKA45 Journal Of Human And Education (JAHE) Jurnal Teknologi dan Manajemen Industri Terapan Sanskara Ekonomi dan Kewirausahaan Innovative: Journal Of Social Science Research Eastasouth Journal of Impactive Community Services West Science Journal Economic and Entrepreneurship West Science Interdisciplinary Studies Jurnal REKOMEN (Riset Ekonomi Manajemen) West Science Interdisciplinary Studies Riwayat: Educational Journal of History and Humanities West Science Social and Humanities Studies Journal of Managerial Sciences and Studies Jurnal Pengabdian Masyarakat dan Riset Pendidikan Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam IECON: International Economics and Business Conference Journal of Ekonomics, Finance, and Management Studies
Eva Desembrianita
Program Studi Magister Manajemen, Universitas Muhammadiyah Gresik
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Journal : Palapa: Jurnal Study Keislaman dan Ilmu Pendidikan

 1 
Customer Relationship Management Moderation in School Selection at Al Ibrah Gresik Triasmono Triasmono; Mu'minatus Sholichah; Eva Desembrianita
PALAPA Vol 11 No 2 (2023): NOVEMBER
Publisher : LP2M STIT Palapa Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36088/palapa.v11i2.3803

Abstract

This research explores the moderating influence of Customer Relationship Management (CRM) on Word of Mouth (WOM), service quality, and school location in relation to school selection decisions at AI Ibrah Gresik Integrated Islamic Middle School. The study adopts a quantitative descriptive research approach and collects data from SD IT AI Ibrah and SMP IT AI Ibrah, situated in JI. Brotonegoro Gresik, East Java, Indonesia. Smart PLS 3 software is employed for data analysis. The study reveals several significant findings. Firstly, Word of Mouth (WOM) directly impacts election decision, where recommendations and experiences from others play a vital role in individuals' decision-making process. Secondly, service quality is identified as a crucial factor influencing election decision, as individuals tend to favor schools offering high-quality services. Additionally, school location has a direct influence on election decision, with geographical factors and accessibility significantly influencing parents' school choices. Moreover, Customer Relationship Management (CRM) also holds a direct impact on election decision. Effective interactions and communications between the school and parents substantially affect the decision-making process. Furthermore, CRM is observed to moderate the relationship between WOM and election decision, as well as the link between service quality and election decision. However, CRM is found to be incapable of moderating the interaction between school location and election decision.
Co-Authors A. Asrijal Achmad Abdul Azis Achmad Zahruddin Adi Masliardi Agus Suharyanto Agus Sunatha Putra Agus Tapaningsih, Weni Indah Doktri Ahmad Sholikin Ainil Mardiah Ambar Kusuma Astuti Anggardha Adi Septa Apay Safari* Arie Indarwanto Arief Nuryana Arifin, Moch Zainul Arifin, Syaadiah Asfahani Asfahani Asnawati Asnawati Asnawati Asnawati Ayu Listya Anggraini Azhari, Muhammad Hanafi Bambang Amir Alhakim Bram B Baan Brave Angkasa Sugiarso Budi Witjaksana, Budi Ch. Mamuaya, Nova chomarindariyana chomarindariyana Dahlia Husain Damaris Y. Koli Dedy Kurniawan Dewi Maharani Dhety Chusumastuti Diah Fauzia Zuhroh Didik Supriyanto Djoko Soelistya Donny Juliandri Prihadi Dyah Ayu Suryaningrum Egidius Fkun Elmi Firda Azifatul Muhibbah Enzovani, Senna Eva Yuniarti Utami Eva Yuniarti Utami F. Risallah Fajriani Azis Fauziah Nur Hutauruk Fenny Frans Sudirjo Frans Sudirjo Frans Sudirjo Gatot Wijayanto GS , Achmad Daengs Hariyono Hariyono Hariyono Hariyono Haruni Ode Helda Yusita Hendri Khuan Heni Agustina Heppi Syofya, Heppi HERY PURNOMO Hidayatullah, M. Iqbal Ika Agustina Ikram Yakin Ilham Akbar Imam Hanafi Indriana Indriana Indriyani Indriyani Irine Diana Sari W Ivonne Ayesha Iwan Harsono Jamaluddin Majid Johni Eka Putra Judijanto, Loso Julinta Paulina Jumadi Jumadi Kartika Sari Khoirul Anwar Khuan, Hendri Lailatul Fitriyah Lailatul Loso Judijanto M. Zai, Yovita Yulia Maharani, Dewi Mahjudin . Mahjudin Mahjudin Mahjudin Mahjudin Mahmudin, Tono Malikul Adil Malikul Adil Maulana, Muhammad Fikri Megawati Munir Nur Mesak Yandri Masela Moch Zainul Arifin Mochamad Mochklas Moh. Agung Surianto Mohammad Tajuddin Mu'minatus Sholichah Muhammad Adi Dafit Muhammad Fikri Maulana Muhammad Fikri Maulana Muhammad Hery Santoso Muhammad Rosyihuddin Muhammad Sabir Muhammad Sabir Mukhamad Basofi Sudirman Mukminatus Solichah Muminatus Sholichah Nampira, Ardi Azhar Nazriah, Ainun Nety Novita Hariyani Nirwanto Maruf Noneng R Sukatmadiredja Novilia, Fitri Nugraha, Bambang Achmad Nur, Megawati Munir Nuraini Nuraini Nuraini Nuraini Nursalim Palembang, Septianti Permatasari Prilosadoso, Basnendar Herry Putra , Johni Eka Putra, Johni Eka Putra, Wira Pramana Radnan, Yokie Rahmat Agus Santoso Rahmat Aji Nur Yakin rahmi setiawati Ramdhan Kurniawan Restu Auliani Reza Fahlevi Lubis Rieneke Ryke Kalalo Rina Rifqie Mariana Rina Yuniarti, Rina Rini Novianti Risnawati, Evi Rooholelm, Vahid RR. Ella Evrita Hestiandari Rudy Haryanto Rudy Irwansyah Rudy Irwansyah Rusdianto Rusdianto, Rusdianto Sari W, Irine Diana Sari, Efti Novita Satria Pinandita Sella Antesty Selvianus Salakay Senja Clara Santi Septa Intiar Septianti Permatasari Palembang Setyawan, Antonius Ary Sherly Ernawaty Susanto Sholikin, Ahmad Siti Helmyati Sitti Aminah Sri Mulyono Suhardi Suhardi Sukaris Sulistyo Budi Utomo Sumarwanto Sunarni Sunarni Suparman Suparman Surya Yetni Suwandana, I Made Adi Suyoto Suyoto Suyoto suyoto Syahril Syamsu Rijal Syamsul Arifin Syarifuddin Syarifuddin Taleghani, Mohammad Tarjono, Tarjono Tienni Mariana Simanjorang Titik Purwanti Tono Wartono Tri Aldiyanto Putra Triasmono Triasmono Tulus Martua Sihombing Tumirin Ulil Abshor Al Al Khikam Warindra, Ade Septiarisna Wartono, Tono Wasik, Zainul Weni Indah Doktri Agus Tapaningsih Wijayanti, Tri Cicik Wisang, Paulus Nong Yasar, M. Athok Ibnu Yeni Yeni Yokie Radnan Yudhi Arifani Yuliana, Ana Yusita, Helda Yusuf Iskandar ZA, Saida Zainurossalamia Zahruddin, Achmad Zainal Arifin Zainal Arifin Zulharman Zulharman