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All Journal RABIT: Jurnal Teknologi dan Sistem Informasi Univrab JURTEKSI JOURNAL OF SCIENCE AND SOCIAL RESEARCH Community Development Journal: Jurnal Pengabdian Masyarakat International Journal of Management Science and Information Technology (IJMSIT) Jurnal Pemberdayaan Sosial dan Teknologi Masyarakat TAMIKA: Jurnal Tugas Akhir Manajemen Informatika & Komputerisasi Akuntansi Journal Computer Science and Applied Technology
Elly Rahayu
Universitas Royal
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Health Professions Languange, Linguistic, Communication & Media Public Health Social Sciences

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KNOWLEDGE SHARING SEBAGAI PENDUKUNG CUSTOMER RELATIONSHIP MANAGEMENT PADA COFFEE SHOP TANAKA Elly Rahayu; Wan Mariatul Kifti; Daril Khoir Nasution
JOURNAL OF SCIENCE AND SOCIAL RESEARCH Vol. 9 No. 3 (2026): June 2026
Publisher : Smart Education

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54314/jssr.v9i3.6734

Abstract

Abstract: The increasing competition in the coffee shop industry requires businesses to establish sustainable customer relationships through the implementation of Customer Relationship Management (CRM). One factor that supports effective CRM is Knowledge Sharing, defined as the practice of employees sharing information and knowledge with customers during service interactions. This study aims to examine the effect of Knowledge Sharing on Customer Relationship Management at Coffee Shop Tanaka. A quantitative approach was employed involving 100 customers selected using purposive sampling. Data were collected through a five-point Likert-scale questionnaire and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4. The results indicate that Knowledge Sharing has a positive and significant effect on Customer Relationship Management, with a path coefficient of 0.758, a T-statistic of 14.217, and a p-value of 0.000. Furthermore, the R² value of 0.575 indicates that Knowledge Sharing explains 57.5% of the variance in Customer Relationship Management. These findings demonstrate that employees' knowledge-sharing practices enhance customer interaction, strengthen trust, and foster long-term customer relationships. This study provides empirical evidence that Knowledge Sharing serves as an important strategy in supporting the implementation of Customer Relationship Management within the coffee shop industry. Keywords: Knowledge Sharing; Customer Relationship Management; Coffee Shop: PLS-SEM; Management.   Abstrak: Persaingan industri coffee shop menuntut pelaku usaha untuk membangun hubungan pelanggan yang berkelanjutan melalui penerapan Customer Relationship Management (CRM). Salah satu faktor yang diduga mendukung keberhasilan CRM adalah Knowledge Sharing, yaitu praktik berbagi pengetahuan yang dilakukan karyawan kepada pelanggan selama proses pelayanan. Penelitian ini bertujuan menganalisis pengaruh Knowledge Sharing terhadap Customer Relationship Management pada Coffee Shop Tanaka. Penelitian menggunakan pendekatan kuantitatif dengan melibatkan 100 pelanggan sebagai responden yang dipilih menggunakan teknik purposive sampling. Data dikumpulkan melalui kuesioner menggunakan skala Likert lima poin dan dianalisis menggunakan Partial Least Squares Structural Equation Modeling (PLS-SEM) dengan aplikasi SmartPLS 4. Hasil penelitian menunjukkan bahwa Knowledge Sharing berpengaruh positif dan signifikan terhadap Customer Relationship Management dengan koefisien jalur sebesar 0,758, nilai T-statistics sebesar 14,217, dan p-value sebesar 0,000. Nilai R² sebesar 0,575 menunjukkan bahwa Knowledge Sharing mampu menjelaskan 57,5% variasi Customer Relationship Management. Temuan ini menunjukkan bahwa praktik berbagi pengetahuan yang dilakukan karyawan kepada pelanggan mampu meningkatkan kualitas interaksi, membangun kepercayaan, dan memperkuat hubungan jangka panjang dengan pelanggan. Penelitian ini memberikan kontribusi empiris mengenai peran Knowledge Sharing sebagai strategi pendukung implementasi Customer Relationship Management pada industri coffee shop. Kata kunci: Knowledge Sharing; Customer Relationship Management; Coffee Shop; PLS-SEM; Manajemen.
Co-Authors Afdhal Syafnur Aidil Syah Putra Daril Khoir Nasution Guntur Maha Putra Herman Saputra Junaidi Kifti, Wan Mariatul Mahyumita Sari Neni Mulyani Nirda Julianda Nofriadi Nofriadi Nuriadi Manurung Nurul Azzuma Nurwati Nurwati sahren, sahren Siti Nurhanis Wawa Salsabilla William Ramdhan Yogi Abimanyu Permana Zuriah Br Saragih