Article Per Year (5 Year)
p-Index From 2021 - 2026
0.562
P-Index
This Author published in this journals
All Journal Journal of Economics and Business UBS
Wahyu Sardjono
BINUS Graduate Program, Bina Nusantara University, Jakarta, Indonesia
Economics, Econometrics & Finance

Published : 3 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 3 Documents
Search

 1 
Customer Experience Evaluation on Implementation Kredit Pasti Mudah (KPM) Application AT PT. Bank XYZ Christian Vieri Sasmita; Wahyu Sardjono
Journal of Economics and Business UBS Vol. 12 No. 2 (2023): Journal of Economics and Business UBS
Publisher : UniSadhuGuna Business School

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52644/joeb.v12i2.210

Abstract

Customer Experience is a perception that is felt by customers where they interact with applications, products, services from the brand of a product. Applications used by customers such as smartphones, websites, computer software, and so on. Currently application KPM that implemented CRM system at PT. BANK XYZ use has not been maximized. There is an obstacle that happening on Customer Experience in the use of KPM application and it’s affecting the Customer Satisfaction. The purpose of this study is to find out what variables contribute in the practices that the company have an obstacle between Customer Experience and Application in CRM system at PT. BANK XYZ with Factors Analysis and building a model for using CRM implementation process in current KPM application and determine the CRM Strategy at PT. BANK XYZ in the future using Regression Analysis. This research shows that in this study there are new 7 factors that has been founded using Factor Analysis in the Customer Experience sides namely Sales Utilization, Customer Regain, Customer Rewards, Technical Contribution, Customer Segmentation, Customer Personalization, Customer Retention. The result from seeing a Regression Analysis result we could apply in practice as we could make a strategy to reinforces the strength and decreasing its weakness of the application at PT. BANK XYZ.
Customer Experience Evaluation on Implementation Kredit Pasti Mudah (KPM) Application AT PT. Bank XYZ Christian Vieri Sasmita; Wahyu Sardjono
Journal of Economics and Business UBS Vol. 12 No. 2 (2023): Regular Issue
Publisher : UniSadhuGuna Business School

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52644/joeb.v12i2.208

Abstract

Customer Experience is a perception that is felt by customers where they interact with applications, products, services from the brand of a product. Applications used by customers such as smartphones, websites, computer software, and so on. Currently application KPM that implemented CRM system at PT. BANK XYZ use has not been maximized. There is an obstacle that happening on Customer Experience in the use of KPM application and it’s affecting the Customer Satisfaction. The purpose of this study is to find out what variables contribute in the practices that the company have an obstacle between Customer Experience and Application in CRM system at PT. BANK XYZ with Factors Analysis and building a model for using CRM implementation process in current KPM application and determine the CRM Strategy at PT. BANK XYZ in the future using Regression Analysis. This research shows that in this study there are new 7 factors that has been founded using Factor Analysis in the Customer Experience sides namely Sales Utilization, Customer Regain, Customer Rewards, Technical Contribution, Customer Segmentation, Customer Personalization, Customer Retention. The result from seeing a Regression Analysis result we could apply in practice as we could make a strategy to reinforces the strength and decreasing its weakness of the application at PT. BANK XYZ
Evaluasi Implementasi Penggunaan Knowledge Management System untuk Sales pada PT. Bank ABC Samuel Alvin Chandra; Wahyu Sardjono
Journal of Economics and Business UBS Vol. 12 No. 2 (2023): Regular Issue
Publisher : UniSadhuGuna Business School

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52644/joeb.v12i2.215

Abstract

Tujuan Penelitian adalah mencari faktor dan indikator apa yang menyebabkan adanya Gap antara Realita dengan ekspektasi perusahaan dalam penggunaan Knowledge manajemen System pada PT Bank ABC, lalu membangun mode penggunaan KMS di perusahaan PT Bank ABC saat ini dan menentukan strategi implementasi KMS di PT Bank ABC pada masa mendatang. Metode penelitian yang digunakan adalah dengan menggunakan metode pengumpulan data dengan menyebarkan kuesioner kepada responden dan metode Analisa data hasil kuesioner dengan metode Analisa faktor dan Analisa Regresi. Hasil yang diperoleh dari penelitian ini adalah ditemukannya faktor baru beserta indikator penyusun faktor tersebut serta mode perancangan yang ideal. Simpulan yang diperoleh adalah faktor Analisa terkait perancangan Knowledge Management System bagi sales bank ABC antara Organizing Knowledge, Lack of Knowledge Quality, Controling the Knowledge dan Insufficient Knowledge Gathering.
Co-Authors Christian Vieri Sasmita Samuel Alvin Chandra