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All Journal International Journal Of Science, Technology & Management (IJSTM) International Journal of Business, Law, and Education EKONOMIKA45 Dinamika JURNAL AKUNTANSI DAN BISNIS Community: Jurnal Pengabdian Pada Masyarakat Jurnal Akuntan Publik Journal of Management and Informatics Maneggio Muara: Jurnal Manajemen Pelayaran Nasional Jurnal Mahasiswa: Jurnal Ilmiah Penalaran dan Penelitian Mahasiswa Jurnal Pengabdian Kepada Masyarakat Indonesia Maneggio
Kusna Djati Purnama
Sekolah Tinggi Ilmu Ekonomi Studi Ekonomi Modern
Aerospace Engineering Agriculture, Biological Sciences & Forestry Humanities Automotive Engineering Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mechanical Engineering Neuroscience Public Health Social Sciences Transportation Other

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Journal : Journal of Management and Informatics

 1 
The Framework of Customer Engagement on Customer Satisfaction : The Antecedents and Consequences Titin Hargyatni; Kusna Djati Purnama; Danang Wiratnoko; Robby Andika Kusumajaya; Sri Handoko
Journal of Management and Informatics Vol 1 No 1 (2022): April : Journal of management and informatics
Publisher : Universitas Sains dan Teknologi Komputer

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51903/jmi.v1i1.146

Abstract

This study examines the relationship between requirements and framework development in Customer Engagement (CE). In this paper it is developed based on engagement theory with the assumption that satisfying relationships will be able to create emotional relationships so that colleagues will be involved and bound to each other. Based on theoretical studies, this paper proposes a framework that examines the components that exist in CE, antecedents. involved and the consequences of CE. To complete the study, we also discuss how the type of industry, company characteristics - Business to Business vs Business to Consumer - and value and level of involvement affect the satisfaction relationship, both direct and indirect contributions from the point of view of emotional involvement in Customer Engagement. Next, examine the development of Customer Engagement and how to maximize company performance by making appropriate strategic changes. The findings of this paper are the relationship between emotions and the indirect contribution of customers’ needs to be improved to the company's service industry with the B2B concept for products/services with a high level of involvement; Furthermore, it is also necessary to improve services for products or services with a high level of brand value and companies that provide a higher level of satisfaction.
The Framework of Customer Engagement on Customer Satisfaction : The Antecedents and Consequences Titin Hargyatni; Kusna Djati Purnama; Danang Wiratnoko; Robby Andika Kusumajaya; Sri Handoko
Journal of Management and Informatics Vol. 1 No. 1 (2022): April : Journal of Management and Informatic
Publisher : University of Science and Computer Technology

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

This study examines the relationship between requirements and framework development in Customer Engagement(CE). In this paper it is developed based on engagement theory with the assumption that satisfying relationshipswill be able to create emotional relationships so that colleagues will be involved and bound to each other. Basedon theoretical studies, this paper proposes a framework that examines the components that exist in CE,antecedents. involved and the consequences of CE. To complete the study, we also discuss how the type ofindustry, company characteristics - Business to Business vs Business to Consumer - and value and level ofinvolvement affect the satisfaction relationship, both direct and indirect contributions from the point of view ofemotional involvement in Customer Engagement. Next, examine the development of Customer Engagement andhow to maximize company performance by making appropriate strategic changes. The findings of this paper arethe relationship between emotions and the indirect contribution of customers’ needs to be improved to thecompany's service industry with the B2B concept for products/services with a high level of involvement;Furthermore, it is also necessary to improve services for products or services with a high level of brand value andcompanies that provide a higher level of satisfaction.
Evolution and Challenges of Customer Relationship Management (CRM) Implementation in the Digital Economy: A Systematic Review Purnama, Kusna Djati; Manalu, Gibson
Journal of Management and Informatics Vol. 3 No. 1 (2024): April Season| JMI: Journal of Management and Informatics
Publisher : University of Science and Computer Technology

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51903/jmi.v3i1.40

Abstract

The evolution of the digital economy has significantly influenced Customer Relationship Management (CRM), reshaping business strategies across industries. This study explores the development and challenges of CRM implementation during 2010–2024, with a focus on its adoption by small and medium-sized enterprises (SMEs). Employing a Systematic Literature Review (SLR) guided by the PRISMA framework, 36 scholarly articles were analyzed to identify trends, obstacles, and outcomes associated with CRM in the digital economy. Findings reveal a steady increase in CRM adoption, particularly among SMEs, driven by advancements in electronic CRM (E-CRM) systems and the COVID-19 pandemic’s acceleration of digital transformation. Empirical data highlights that over 60% of Indonesian SMEs adopting CRM experienced a 20% sales increase within a year. Moreover, CRM implementation has enhanced customer loyalty by 25% and reduced marketing costs by 10% in European markets. However, significant challenges persist, including high implementation costs, inadequate technological readiness, and rising cybersecurity threats. For instance, cyberattacks targeting CRM systems have decreased customer trust by up to 15%. The study concludes that while CRM significantly boosts operational efficiency, customer satisfaction, and business innovation, addressing implementation barriers is crucial for its broader adoption. It recommends enhanced government and institutional support to provide SMEs with access to CRM technologies and training. The findings underscore CRM's critical role in fostering competitive advantages and call for future research to examine its long-term impacts in developing economies.
Co-Authors Aditya, Galuh Danang Wiratnoko Danang Wiratnoko Daniel Adi Setya Rahardjo Dwi Ermayanti Susilo Erlinda Sholihah Erna Nuzulul Wakhid Erwan Nurhidayat Gibson Manalu Heni Susilowati Heni Susilowati Henny Herty Ramayanti Sinaga Ivan Permana Jaelani Jaelani Jaelani Jaelani Jaelani Jumroni Jumroni Jumroni, Jumroni Kusumajaya, Robby Andika Laksmono, Rendro Muhammad Aqshel Revinzky Nanik Qosidah Nuzulul Wakhid, Erna Pemilia Sulistowati Pemilia Sulistyowati Pindo Asti Putri, Bella Kharisma Ratnaningrum Ratnaningrum, Ratnaningrum Ratnaningrum, Ratnaningrum Retno Wulandari Risma Nurhapsari Risma Nurhapsari Sartono , Sawal Sawal Sartono Siti Khusnul Hotimah Sri Handoko Sri Handoko Sumarno . Sumarno Sumarno Susilo, Dwi Ermayanti Titin Hargyatni Titin Hargyatni Titin Hargyatni Tri Imaliya Wardi, Agustinus Wimber Jerry Panjaitan