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CRM (Customer Relationship Management) Effect on Increasing Customer Loyalty (Case Study: Bank X – Pasuruan Branch Officer) Taufik Rachmad Fauzy; Dwi Mei Riya Ristanti
Tibuana Vol 6 No 2 (2023): Tibuana
Publisher : UNIPA PRESS

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36456/tibuana.6.2.7843.141-146

Abstract

This study analyzes the influence of Customer Relationship Management (CRM) Customer Loyalty on the State Savings Bank in Pasuruan. CRM is explained by identifying indicators, differentiation, interaction and customization. At the same time, the indicators are explained by loyalty, satisfaction, emotional ties, trust, behaviour, and history with the company. The analysis results show the effect of increasing CRM on the absolute loyalty of the State Savings Bank in Pasuruan. CRM influences 92.3%, and other factors outside the model influence 7.7%. The most influential factor interaction on height was 73%, followed by identification at 71.1%, Costumize factor at 61.58% and differentiation factor at 51.8%. The conclusion is that CRM, which is explained by these four factors, greatly influences fostering and increasing customer loyalty. Customers need special attention from bank management in making transactions to meet their needs and other services that can be accessed quickly and easily.
PENGARUH EFEKTIVITAS PENGGUNAAN APLIKASI MOBILE DALAM MENINGKATKAN EFISIENSI PENGIRIMAN BARANG PADA PERUSAHAAN ACE HARDWARE SIDOARJO Dwi Mei Riya Ristanti
Yos Soedarso Economic Journal (YEJ) Vol. 5 No. 3 (2023): Desember 2023
Publisher : Fakultas Ekonomi Universitas Yos Soedarso

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

Abstract

Very rapid technological developments and followed by high levels of economic growth and complex demand developments have resulted in the emergence of various kinds of industries that solely answer the needs of society. This makes competition in trade increasingly tighter and sharper, especially between companies that have the same type of characteristics. Based on the background of the problems explained above, the researcher concluded that problems occurred, namely that there were still activities that were less effective in carrying out company operations, mastery of the use of mobile applications that was still not comprehensive for every employee and the efficiency of delivering goods was still not optimal and still needed improvement. . This research aims to find out how mobile applications are used and the efficiency of goods delivery at the ACE Hardware Sidoarjo company. And to find out how big a role the use of mobile applications plays in the efficiency of goods delivery. The factors tested in this research are the use of mobile applications as the independent variable, while the efficiency of goods delivery is the dependent variable. The research method used in this research is descriptive and verification methods. The population in this study is all data from the ACE Hardware Sidoarjo store. The sampling technique used in this research is non-probability sampling with a saturated sampling method. Meanwhile, the data analysis used in this research is simple linear regression analysis at a significance level of 5%. The program used to analyze the data uses the Statistical Package for Social Sciences (SPSS) Ver 19.00. A hypothesis is an opinion, conjecture or theory that is still imperfect, or in other words, a hypothesis is a conclusion that is not final or still needs to be proven and tested for its truth. Therefore, based on research conducted by the author, the author takes a hypothesis. Using Mobile Application Technology can increase the effectiveness of transactions. as well as increasing the efficiency of goods delivery at the ACE Hardware Sidoarjo company. The research results show that the use of mobile applications and the efficiency of delivering goods has shown an increase. Apart from that, the research results also show that the large role of the use of mobile applications on goods delivery efficiency is 19.1%. Based on the results of the t test (partial) in the regression model, the significance value of the mobile application usage variable was obtained at 0.033<0.05. Apart from that, it can also be seen from the results of the comparison between tcount>ttable, namely 2.280>2.074, it can be concluded that Ha is accepted, meaning that partially the variable use of mobile applications plays a role in the variable efficiency of goods delivery.