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All Journal Jurnal Manajemen Bisnis CAPITAL: JURNAL EKONOMI DAN MANAJEMEN
Ana Rimbasari
Universitas Siber Muhammadiyah
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Examining the Relevance of T-CRM and H-CRM for the Bank-Customer Partnership Quality and Willingness to Invest More Rimbasari, Ana; Wijaya, Nikodemus Hans Setiadi
Jurnal Manajemen Bisnis Vol 11, No 2: September 2020
Publisher : Universitas Muhammadiyah Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/mb.11299

Abstract

The current study examines the use of technology and human in Customer Relationship Management (CRM), especially in the banking industry. We analysed whether human still plays a role in the relationship in this industry. The purpose of this work is to determine the role of technology (T-CRM) and human (H-CRM) in enhancing partnership quality and customer behaviour (i.e., willingness to invest more). We collected data by distributing online questionnaires. The respondents were the customers of Bank Mandiri, Bank Central Asia (BCA), and Bank Rakyat Indonesia (BRI), who have experienced in using both technology-based and human-based banking services.  A total of 161 responses were used in our data analysis. The results demonstrated that T-CRM and H-CRM had positive effects on partnership quality. It was found that partnership quality has a positive effect on willingness to invest more. This research advises that T-CRM is needed in the banking industry, but technology cannot replace the benefits of humans. Technology and people based relationship are both still needed to improve the relational quality between the service providers (banks) and their customers.
Examining the Relevance of T-CRM and H-CRM for the Bank-Customer Partnership Quality and Willingness to Invest More Rimbasari, Ana; Wijaya, Nikodemus Hans Setiadi
Jurnal Manajemen Bisnis Vol 11, No 2: September 2020
Publisher : Universitas Muhammadiyah Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/mb.11299

Abstract

The current study examines the use of technology and human in Customer Relationship Management (CRM), especially in the banking industry. We analysed whether human still plays a role in the relationship in this industry. The purpose of this work is to determine the role of technology (T-CRM) and human (H-CRM) in enhancing partnership quality and customer behaviour (i.e., willingness to invest more). We collected data by distributing online questionnaires. The respondents were the customers of Bank Mandiri, Bank Central Asia (BCA), and Bank Rakyat Indonesia (BRI), who have experienced in using both technology-based and human-based banking services.  A total of 161 responses were used in our data analysis. The results demonstrated that T-CRM and H-CRM had positive effects on partnership quality. It was found that partnership quality has a positive effect on willingness to invest more. This research advises that T-CRM is needed in the banking industry, but technology cannot replace the benefits of humans. Technology and people based relationship are both still needed to improve the relational quality between the service providers (banks) and their customers.
PENGARUH VIRAL MARKETING DAN SOCIAL MEDIA MARKETING TERHADAP KEPUTUSAN PEMBELIAN DI PLATFORM TIKTOK Ana Rimbasari; Rina Eka Widjayanti; Agniya Thahira
CAPITAL: Jurnal Ekonomi dan Manajemen Vol 6, No 2 (2023)
Publisher : UNIVERSITAS PGRI MADIUN

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (269.123 KB) | DOI: 10.25273/capital.v6i2.15304

Abstract

Penelitian ini bertujuan mengetahui pengaruh viral marketing dan social media marketing terhadap keputusan pembelian pada platform TikTok. Populasi dalam penelitian ini yaitu pengguna TikTok. Jumlah sampel yang digunakan sebanyak 160 responden dan pengambilan sampel menggunakan teknik purposive sampling. Data penelitian dilakukan uji validitas dan reliabilitas. Uji hipotesis dilakukan dengan uji regresi linear berganda yang dipergunakan dalam penelitian ini. Hasil pengujian menunjukkan bahwa (1) Hasil pengujian hipotesis pertama menunjukkan viral marketing berpengaruh positif terhadap keputusan pembelian di platform TikTok. (2) Hasil pengujian hipotesis kedua menunjukkan social media marketing berpengaruh terhadap keputusan pembelian di platform Tiktok.
CONSUMER PURCHASE DECISIONS IN TIKTOK LIVE: ANALYZING THE ROLE OF INFLUENCER CREDIBILITY, IMMERSION, AND ENGAGEMENT Ana Rimbasari; Agniya Thahira
CAPITAL: Jurnal Ekonomi dan Manajemen Vol. 8 No. 1 (2024)
Publisher : UNIVERSITAS PGRI MADIUN

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25273/capital.v8i1.20886

Abstract

This study examines the impact of influencer credibility, immersion, and involvement on purchase decisions through TikTok Live. Employing a quantitative method, the research collected data from 250 active TikTok users participating in Live sessions. The findings indicate that influencer credibility, immersion, and involvement significantly influence purchase decisions, with influencer credibility being the most dominant factor. The study recommends strategies to enhance engagement and immersion during Live sessions to strengthen the impact of influencer credibility. These insights provide digital marketers with guidance on optimizing influencer marketing strategies on TikTok.
Co-Authors Agniya Thahira Rina Eka Widjayanti Wijaya, Nikodemus Hans Setiadi