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All Journal Jurnal Wacana Ekonomi Ilomata International Journal of Management JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi) Jurnal Wahana Akuntansi: Sarana Informasi Ekonomi dan Akuntansi Journal of Knowledge Management Journal Of Entrepeneurship and Strategic Management (JESM) El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam
Hilman Rismanto
Universitas Garut
Agriculture, Biological Sciences & Forestry Civil Engineering, Building, Construction & Architecture Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Social Sciences Other

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Pengaruh Customer Relationship Management (CRM) dan Digital Marketing terhadap Customer Loyalty di Kopi Kenangan Garut Hilman Rismanto; Ghina Saqinah; Trifani Deska Ayu Lestari; Astrit Nurul Fazrin; Nur Afni Hasna Anisya
JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi) Vol. 12 No. 4 (2026): Agustus 2026
Publisher : Lembaga Komunitas Informasi Teknologi Aceh (KITA), Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35870/jemsi.v12i4.6613

Abstract

This study aims to analyze the influence of Customer Relationship Management (CRM) and Digital Marketing on Customer Loyalty among customers of Kopi Kenangan in Garut. The background of this research lies in the high consumption of coffee, particularly among students, which indicates strong potential for building customer loyalty. However, intense competition among coffee brands makes customers easily switch, highlighting the need for effective strategies to retain them. This research employed a quantitative method by distributing questionnaires to consumers of Kopi Kenangan in Garut. The analytical techniques used included descriptive analysis and multiple linear regression to examine the influence of each variable. The results show that both CRM and Digital Marketing have a positive and significant effect on Customer Loyalty. These findings demonstrate that well-managed customer relationships and effective digital marketing efforts can strengthen consumer loyalty in the coffee-based beverage industry.
Exploring the Mandalagiri Coffee Supply Chain Using the Business Model Canvas (BMC) to Achieve Sustainability in the Coffee Industry Nizar Alam Hamdani; Hilman Rismanto; Acep Abdul Basit
Ilomata International Journal of Management Vol. 7 No. 1 (2026): January 2026
Publisher : Yayasan Sinergi Kawula Muda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61194/ijjm.v7i1.1928

Abstract

This study explores the Mandalagiri coffee supply chain using the Business Model Canvas (BMC) approach to support sustainability in the coffee industry. The research is motivated by increasing competition in both domestic and international markets, as well as the need for small and medium coffee industries to strengthen competitiveness through innovative, efficient, and sustainable business strategies. The novelty of this study lies in mapping coffee management from upstream to downstream while expanding market access through professional collaboration with local and international buyers. A mixed-methods approach was used, combining in-depth interviews, field observations, Focus Group Discussions (FGDs), and questionnaires administered to 40 respondents, including farmers, business actors, village governments, and related stakeholders. Qualitative analysis applied the Resource-Based View (RBV) framework, emphasizing VRIO (valuable, rare, inimitable, and organizational) resources, while quantitative analysis employed Structural Equation Modeling–Partial Least Squares (SEM-PLS) 4.0. The findings reveal a strong relationship between RBV and sustainability with a coefficient of 0.794, supported by a t-statistic of 16.921, indicating a significant positive effect. This demonstrates that stronger RBV characteristics enhance sustainability outcomes. Within the BMC, key partners, key resources, and value propositions play a crucial role in improving competitive advantage through strengthened human resources, product innovation, and reputation. Overall, the study confirms that coffee industry sustainability depends not only on external strategic efforts but also on effective internal resource management. The results are expected to serve as a reference for developing competitive coffee business models oriented toward economic, social, and environmental sustainability.
Co-Authors Abdullah Ramdhani Acep Abdul Basit Ade Nugraha Agus Muhammad Barkah Ahmad Salman Sya’ban Ai Heni Sari Akmal Husna Amelia Amelia Andini Agistiani Anto Purwanto Asep Kuswendi Astrit Nurul Fazrin Aulia Agustina Budiman Budiman Dhea Octavia Dimas Taupiq Agistryadi Djian Rafika Endah Ridanengsih Fatih Ulayya Firdan Rustandi Ghina Saqinah Gita Garliani Hamdani, Nizar Alam Hermina, Tinneke Intan Permatasari Maitri Putri Noer Haifa Mira Nur Aeni Mochamad Rifaldi Yusup Mochamad Romdhon Muh Alif Nurrohman Nauval Putra Ridha Rabbani Neng Ulfah Nur Solihat Nur Afni Hasna Anisya Nurhasan, Rohimat Pani Agustriani Refina Nazza Ilhami Rido Muhamad Robani Rima Rahmawati Risma Rahma Nisa Rizky Ajie Gumilar Rizky Rahayu Salma Salma Sandi Mustapa Sani Febriani Sintia Rahmawati Siva Khoerunisa Sri Vinka Nabila Suli Handayani Trifani Deska Ayu Lestari Umi Sobariyah Wina Andrianti