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All Journal Jurnal Manajemen dan Pemasaran Jasa International Journal of Business and Quality Research
Murtanto Murtanto
Universitas Trisakti, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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CONSTRUCTION OF CUSTOMER RELATIONSHIP MANAGEMENT IN RETAIL BUSINESS Robert Kristaung; Murtanto Murtanto
Jurnal Manajemen dan Pemasaran Jasa Vol. 12 No. 2 (2019): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (4406.116 KB) | DOI: 10.25105/jmpj.v12i2.5521

Abstract

This article aims to construct the dimensions of customer relationship management (CRM), which consists of processes, preferences, customization, readiness, and capability in the retail service industry. With a total sample of 257, the results of testing using Structural Equation Modelling show that the fifth dimension of CRM construction contributes significantly to the construction of CRM.The findingsof the study on the construction of CRM customizationshow that there is still a weaknesses in registering valuable loyal customers. The collapse of conventional retail business is caused by not putting the priority of detecting valuable old customers This weaknessbecomes the strength of online retailers who are able to get traditional retail customers to switch to online platforms. CRM customization is also a crucial managerial implication for conventional, digital retailers and digital-conventional retail formats.
The Role of Forensic Accounting Skills on Fraud Detection with Self-Efficacy as an Intevening Variable and CAATS as Moderating Variable: a Study in Investigation Unit of BPK RI Fauzi Nursyahdani; Murtanto Murtanto
International Journal of Business and Quality Research Vol. 2 No. 04 (2024): October - December, International Journal of Business and Quality Research (IJ
Publisher : Citakonsultindo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63922/ijbqr.v2i04.1059

Abstract

This research aims to investigate the influence of forensic accounting skills on fraud detection through an auditor's self-efficacy. Additionally, the study introduces CAATTs as a moderating variable. Hypotheses were tested using SPSS. The research finds that forensic accounting skills, including technical and analytical skills, psycho-social skills, and accounting and auditing skills, have a positive and significant impact on auditor self-efficacy. Conversely, effective communication skills were found to have no significant influence on auditor self-efficacy. Furthermore, self-efficacy and CAATT were found to positively and significantly influence fraud detection. However, CAATT was found unable to moderate the influence of self-efficacy on fraud detection. These findings imply the need for auditor in BPK RI to focus on enhancing technical and analytical, psychosocial, and accounting and auditing skills to boost their confidence in detecting fraud within audited entities. Future research is recommended to broaden the scope beyond investigative units to encompass all units within the BPK RI to explore broader variables impacting fraud detection as part of anti-corruption efforts.
Co-Authors Fauzi Nursyahdani Robert Kristaung