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All Journal JAM : Jurnal Aplikasi Manajemen
Margono Setiawan
Fakultas Ekonomi Universitas Brawijaya
Decision Sciences, Operations Research & Management

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Pengaruh Customer Relationship Management (CRM) terhadap Kinerja CRM Bank serta Dampaknya terhadap Kepuasan Konsumen (Studi Penerapan CRM pada Perbankan di Kota Makassar) Andi Mappatompo; M. Syafiie Idrus; Margono Setiawan; Umar Nimran
Jurnal Aplikasi Manajemen Vol 9, No 1 (2011)
Publisher : Jurusan Manajemen Fakultas Ekonomi dan Bisnis Universitas Brawijaya

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Abstract

The purpose of this study is to explain whether the implementation of Customer Relationship Management (CRM) in banking can improve bank CRM. performance and at the same time create satisfaction to customers. This study examined the relationship between variables that makes this research as an. explanatory research. The research was conducted in Makassar. This study used two stage sampling techniques for collecting the samples. The first stage is the census method on 43 sub-branches of Bank BNI and Bank Mandiri in Makassar city that consisted of 32 sub-branches of Bank BNI and 11 sub-branches of Bank Mandiri. The second stage is the unit observation by using proportional random sampling technique for selecting bank employees interacting directly with customers and using information technology in supporting his/her work. The observation was implemented on 137 respondents. The statistical analysis that is used to test the hypothesis is path analysis. The researcher also conducted in-depth interviews on bank customers to confirm the quantitative results on the influence of the banking performance on customer satisfaction. In more detailed results, this study shows that: first, market orientation influences the performance of the banks; second, information technology does not directly influence the performance of the bank, but it influences indirectly through knowledge; third, information technology influences knowledge; fourth, knowledge affects the performance of the banks; fifth, the banking performance affects customer satisfaction. Overall this study shows that Customer Relationship Management application has an impact on customer satisfaction.Keywords: CRM, market orientation, information technology, knowledge, banking performance, customer satisfaction
Pengaruh Peran Tiga Tungku (Tokoh Pemerintah, Tokoh Adat dan Tokoh Agama) dalam Gaya Kepemimpinan terhadap Kinerja Aparat Kampung di Kota Jayapura Musa Yan Jouwe; Eka Afnan Troena; Surachman -; Margono Setiawan
Jurnal Aplikasi Manajemen Vol 9, No 1 (2011)
Publisher : Jurusan Manajemen Fakultas Ekonomi dan Bisnis Universitas Brawijaya

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The objectives of this research is to (1) Determine the influence of government figures, traditional figures and religious figures on the performance of village officials; 2) Determine the influence of government figures, traditional figures and religious figures of the leadership style of the village authorities; 3) Determine the influence of leadership style on the performance of village officials; 4) Knowing the influence of government leaders, traditional leaders and religious figures on the performance of village officials through a leadership style.Respondents of this research is the leadership component in the village in Jayapura, amounting to 172 people. The research location is in Jayapura. Data analysis method used was path analysis.The result of this research: 1) Traditional figures and religious figures influence significantly toward leadership styles; 2) government figures has influence less significant toward leadership styles; 3) Government figure and traditional figures influence significantly toward performance of village officers; 4) Religious figures has influence less significant toward performance of village officers; 5) leadership style significantly toward performance of village officers.Keywords: Leadership role, Leadership style, Performance of village officers
Pengaruh Gaya Kepemimpinan dan Budaya Organisasi terhadap Komitmen Pengurus Serta Implikasinya pada Kinerja Koperasi (Studi pada Koperasi Unit Desa di Jawa Timur) Djoko Soetjiptadi; Armanu Thoyib; Margono Setiawan; Sucherly -
Jurnal Aplikasi Manajemen Vol 8, No 4 (2010)
Publisher : Jurusan Manajemen Fakultas Ekonomi dan Bisnis Universitas Brawijaya

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Abstract

This research tried to find the relation among leadership style, organizational culture, commitment, and performance at Village Unit Cooperative in East Java. Specifically, this research aimed at: (1) studying the influence of leadership style and organizational culture to commitment, (2) studying the influence of leadership style and organizational culture to performance, (3) studying the influence of leadership style and organizational culture within commitment to performance. Variables of leadership style are measured using dimensions that are coercive style, authoritative style, affiliative style, democratic style, pacesetting style, and coaching style. Variables of organizational culture are measured using dimensions that are innovation, attention to detail, outcome orientation, people orientation, team orientation, aggressiveness, and stability. While performance variables are measured using dimensions that are vision, capacities, resource, and job network. The result of this research indicates that: (1) leadership style and organizational culture have direct influence that are significant and positive to commitment (2) leadership style and organizational culture have direct influence that are significant and positive to performance, (3) leadership style and organizational culture within commitment have direct influence that are significant and positive to performance. According to the research results that are explained above, the researcher gives the following suggestions: (1) leadership style, organizational culture, and commitment represent variables which need to get special priority to be studied further by future researchers because these variables represent very important elements in taking care of the sustainability of an organization existence at all of level, (2) in order to have a more representative research, the future researchers can add some certain variables, especially moderator variable or intervening variables, that can function as a mediator among leadership style variables, organizational culture, and commitment, (3) the future researches should use more specific analyzer with more modern program, so that there will emerge more research models that are more representative with high level of validity and reliability.Keywords: Leadership style, organizational culture, commitment, and performance
Co-Authors Andi Mappatompo Armanu Thoyib Djoko Soetjiptadi Eka Afnan Troena M. Syafiie Idrus Musa Yan Jouwe Sucherly - Surachman, Surachman Umar Nimran