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All Journal International Journal of Economics, Business and Accounting Research (IJEBAR) Jurnal Cendekia Ilmiah
Patria Winahyu Binantoro
Universitas PGRI Adi Buana Surabaya
Humanities Economics, Econometrics & Finance Social Sciences

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Penerapan Metode Customer Relationship Management (CRM) pada Perbandingan Live E-Commerce Shopee dan Tiktok terhadap Penjualan Produk Atribut Kampanye pada Peristiwa Pemilihan Gubernur Jawa Timur 2024 Wira Yudha Alam; Patria Winahyu Binantoro; Apriliawan Khafid Muzuka; Ida Zuroida; Titik Harniati
J-CEKI : Jurnal Cendekia Ilmiah Vol. 4 No. 1: Desember 2024
Publisher : CV. ULIL ALBAB CORP

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56799/jceki.v4i1.5944

Abstract

Pemilihan Kepala Daerah (Pilkada) yang akan digelar serentak pada 27 November 2024 di Indonesia menimbulkan berbagai pro dan kontra, menggambarkan dinamika dalam proses demokrasi. Khususnya di Provinsi Jawa Timur, kompetisi antar kandidat yang siap bersaing semakin menghangat. Di sisi industri, terdapat pertumbuhan yang signifikan di sektor percetakan, yang berupaya memenuhi kebutuhan atribut kampanye dengan cepat dan efisien. Sementara itu, perkembangan e-commerce, terutama melalui fitur live streaming, menyediakan pendekatan baru dalam pemasaran, yang memungkinkan interaksi langsung antara penjual dan konsumen. Dengan meningkatnya penggunaan internet, potensi live streaming di e-commerce semakin besar, dan penerapan Customer Relationship Management (CRM) menjadi krusial untuk memperkuat hubungan dengan konsumen. Analisis menunjukkan bahwa platform seperti Shopee dan TikTok Shop berhasil menerapkan indikator kepercayaan, komitmen, komunikasi, dan penanganan konflik yang baik, mendukung posisi mereka di pasar. Secara keseluruhan, dinamika politik dan perkembangan industri digital ini mencerminkan era baru bagi Indonesia, menghadirkan peluang sekaligus tantangan yang memerlukan perhatian berbagai pihak terkait.
PENGARUH SERVICE QUALITY DAN POSITIVE EMOTIONAL EXPERIENCE TERHADAP CUSTOMER SATISFACTION MELALUI ELECTRONIC WORD OF MOUTH PADA PENERIMAAN PESERTA DIDIK BARU DI LEMBAGA PENDIDIKAN ISLAM NURUL HIKMAH SIDOARJO Patria Winahyu Binantoro; Edy Sulistiyawan; Wira Yudha Alam
International Journal of Economics, Business and Accounting Research (IJEBAR) Vol 9 No 2 (2025): IJEBAR: Vol. 9 Issue 2, June 2025
Publisher : LPPM ITB AAS INDONESIA (d.h STIE AAS Surakarta)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29040/ijebar.v9i2.17268

Abstract

Education plays a vital role in developing high-quality human resources that can compete in the era of globalization. Nurul Hikma Islamic Educational Institute in Arjo is one of the institutions that is constantly striving to improve the quality of its services to attract the attention of the masses, especially in the freshman admission procedure (PPDB). This study aims to analyze the impact of service quality and positive emotional experience on customer satisfaction directly and indirectly through electronic word of mouth (eWOM) as a parameter. A quantitative approach using partial least squares (PLS) structural equation modeling (SEM) method was conducted on 160 respondents, who were parents or guardians of children in preschool and primary school. The results show that service quality has a significant impact on both customer satisfaction and eWOM. On the other hand, positive emotional experiences have a significant impact on eWOM but have no direct effect on customer satisfaction. Furthermore, eWOM has been shown to have a significant impact on customer satisfaction and act as a mediator between service quality and parent satisfaction. These findings highlight the importance of improving service quality and creating positive emotional experiences to increase customer satisfaction and strengthen promotional strategies through social platforms.
Co-Authors Apriliawan Khafid Muzuka Edy Sulistiyawan, Edy Ida Zuroida Titik Harniati Wira Yudha Alam