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All Journal Jurnal Spektran Bulletin of Electrical Engineering and Informatics Portal: Jurnal Teknik Sipil Civilla : Jurnal Teknik Sipil Universitas Islam Lamongan JURNAL REKAYASA Abdi Dosen : Jurnal Pengabdian Pada Masyarakat Menara: Jurnal Teknik Sipil Jurnal Kacapuri : Jurnal Keilmuan Teknik Sipil Community Development Journal: Jurnal Pengabdian Masyarakat Jurnal Graha Pengabdian Jurnal Pengabdian kepada Masyarakat Nusantara Journal of Civil Engineering and Planning (JCEP) Jurnal Teknik Sipil Cendekia (JTSC) Jurnal Visi Pengabdian Kepada Masyarakat ADMA: Jurnal Pengabdian dan Pemberdayaan Masyarakat International Journal of Research in Vocational Studies (IJRVOCAS) Journal of Innovation Research and Knowledge NUSANTARA: Jurnal Pengabdian Kepada Masyarakat JAPI: Jurnal Akses Pengabdian Indonesia Jurnal Ilmiah Kurva Teknik Reinforcement Review In Civil Engineering Studies and Management Journal of Mandalika Literature Dinamika Teknik Sipil: Majalah Ilmiah Teknik Sipil Alamtana J-CEKI
I Gusti Agung Ananda Putra
Universitas Pendidikan Nasional
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Journal : Journal of Innovation Research and Knowledge

 1 
ANALISIS CUSTOMER RELATIONSHIP MANAGEMENT DALAM MEMPERTAHANKAN LOYALITAS PELANGGAN PADA JASA PENGIRIMAN CARGO Gusti Ayu Alit Cantika Dewi; Putu Dyah Permatha Korry; Anak Agung Mia Intentilia; I Gusti Agung Ananda Putra
Journal of Innovation Research and Knowledge Vol. 5 No. 7 (2025): Desember 2025
Publisher : Bajang Institute

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Increasingly fierce competition in the cargo delivery service industry requires companies to focus not only on service quality, but also on managing long-term relationships with customers. This study aims to analyze the implementation of Customer Relationship Management (CRM) in building customer relationship quality and its implications for customer loyalty at PT. Tirta Mitra Utama Cargo. This study uses a qualitative approach with a descriptive research type. Data was obtained through in-depth interviews, observations, and documentation of management, operational staff, and selected customers using purposive sampling techniques. Data analysis was conducted using the Miles and Huberman interactive model through the stages of data collection, data reduction, and conclusion drawing. The results show that the implementation of CRM at PT. TMU Cargo has been carried out at the operational level, but it has not been structured and integrated optimally in accordance with Payne and Frow's five core CRM processes, namely strategy development, value creation, multi-channel integration, information management, and performance evaluation. These CRM practices shape the quality of customer relationships, which are reflected in communication skills, company commitment, and customer trust. Responsive and personalized communication is the company's main strength, while limitations in customer data management, information consistency, and performance evaluation have an impact on customer loyalty, which is not yet optimal. This study concludes that a more systematic strengthening of CRM is needed to improve the quality of customer relationships and maintain loyalty in the context of cargo delivery services
STRATEGI PR PEMERINTAH KABUPATEN BADUNG DALAM KOMUNIKASI PENGELOLAAN SAMPAH MELALUI MEDIA SOSIAL Ni Kadek Elvina Aprelia Damayanti; Kadek Devi Kalfika Anggria Wardani; I Nyoman Subanda; I Gusti Agung Ananda Putra
Journal of Innovation Research and Knowledge Vol. 5 No. 8 (2026): Januari 2026
Publisher : Bajang Institute

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The increasing complexity of waste management problems in Badung Regency, Bali, highlights the urgency of effective government communication strategies to foster public awareness and participation. This study aims to analyze the public relations (PR) strategies employed by the Government of Badung Regency in communicating waste management issues through Instagram. Using a qualitative descriptive approach, data were collected through social media observation, in-depth interviews, and document analysis. The study adopts the Four-Step Public Relations Process and the Two-Way Symmetrical communication model as its analytical framework, supported by Uses and Gratifications Theory, Social Media Engagement, and the Theory of Planned Behavior. The findings indicate that the government’s PR strategy primarily focuses on informative content and activity reporting, while two-way interaction and public participation remain limited. Public responses to waste management messages are categorized into positive, negative, and neutral responses, influenced by factors such as message relevance, content attractiveness, credibility of information sources, and perceived ease of participation. Although Instagram has been utilized as a communication platform, the strategy has not fully succeeded in transforming public awareness into sustained pro-environmental behavior. This study contributes theoretically to the development of government public relations and environmental communication studies, and practically provides recommendations for designing more participatory, interactive, and behavior-oriented communication strategies in local government waste management campaigns
Co-Authors Agus Ariana, I Komang Anak Agung Mia Intentilia Aris Sanjaya, Ketut Bagus Artika Putri, Ni Ketut Chiesa Vidantika, Kadek Andradinata Danalia Mas, Kadek Ayu Maysia Dewinta, Ida Ayu Rosa Garini Putri, Dewa Ayu Putu Gusti Ayu Alit Cantika Dewi Hiskia Sahara, Romario Firdaus I Gede Adi Susila I Gede Fery Surya Tapa I Gede Yoga Bayu Priatama I Gusti Ngurah Putu Dharmayasa I Made Agus Ariawan I Nyoman Arya Thanaya I Nyoman Subanda Kadek Devi Kalfika Anggria Wardani Kharisma Wirayanti, Luh Putu Lia Made Anom Dwiadnya Adipta Murti, I Gusti Ngurah Agung Adhi Krisna Ni Kadek Elvina Aprelia Damayanti Ni Luh Utari Liana Sari Nuning Indah Pratiwi Nuraga, Ketut Putu Dyah Permatha Korry Rokade, Darpan Sadewa, Komang Okky Junior Sadur, Maria Eveliani Yunesti Sahara, Romario Firdaus Hiskia Saraswati, Made Nicki Sulaksana, Bagus Alit Triguna Syahdana, Adryan Dheva Tirtayanti, Ni Putu Dila Triguna Sulaksana, Bagus Alit Widya Maheswari, Komang Risma Ayu Widyastuti, Hari Sukma Wulan Dari, Senata Tri Ximenes, Genilva Maria Doresa Sousa Baptista Yana, Anak Agung Gde Agung Yenni Ciawi