Customer Relationship Management

Raab, Gerhard; Ajami, Riad A.; Goddard, G. Jason

doi:10.4324/9781315575636

Cited by 23 publications

(23 citation statements)

References 2 publications

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“…Selain itu Raab et al, (2008) mengemukakan bahwa alasan pelanggan melakukan pembelian ulang berbeda-beda tergantung motif atau tujuan tertentu, yaitu: 1. Situasional.…”

Section: Kajian Teoriunclassified

Bauran Pemasaran Kepuasan Dan Loyalitas Pelanggan Benih Kelapa Sawit Pt Socfin Indonesia

Safitri

Suharno

Fariyanti

2017

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Along with the increasing demand of palm oil seed trigger an increased number of seed producers of palm oil in Indonesia. Under conditions of tight competition, PT Socfin Indonesia (Socfindo) as one of the producers of palm oil seed needs to evaluate the performance of the marketing mix (product, price, place and promotion) through customer satisfaction and loyalty. This study aimed to analyze the influence of marketing mix towards customer satisfaction and loyalty as well as to analyze the level of satisfaction and loyalty customer palm oil seed of PT Socfindo. The collection of data through the 30 respondent companies. Data analysis methods used Structural Equation Model Partial Least Square (SEM PLS). Analysis results showed that the the product variables have a significant influence on customer satisfaction and loyalty, while the variables of price, place and promotion does not have a significant influence in shaping customer satisfaction and loyalty. In addition, the calculation results Customer Satisfaction Index (CSI), customer satisfaction index palm oil seed PT Socfindo which can be categorized as very satisfied and calculating results Customer Loyalty Index (CLI), an index of customer loyalty palm oil seed PT Socfindo which can be categorized loyal. Abstrak: Seiring dengan meningkatnya permintaan benih kelapa sawit memicu meningkatnya jumlah produsen benih kelapa sawit di Indonesia. Dalam kondisi persaingan yang semakin ketat, PT Socfin Indonesia (Socfindo) sebagai salah satu produsen benih kelapa sawit perlu melakukan evaluasi kinerja bauran pemasaran (produk, harga, tempat dan promosi) melalui kepuasan dan loyalitas pelanggan. Penelitian ini bertujuan untuk menganalisis pengaruh kinerja bauran pemasaran terhadap kepuasan dan loyalitas pelanggan serta menganalisis tingkat kepuasan dan loyalitas pelanggan benih kelapa sawit PT Socfindo. Pengumpulan data melalui 30 responden perusahaan. Metode analisis data yang digunakan Structural Equation Model Partial Least Square (SEM PLS). Hasil analisis menunjukkan bahwa variabel produk memiliki pengaruh yang signifikan terhadap kepuasan dan loyalitas pelanggan, sedangkan variabel harga, tempat dan promosi tidak memiliki pengaruh yang signifikan dalam membentuk kepuasan dan loyalitas pelanggan. Selain itu, hasil perhitungan Customer Satisfaction Index (CSI), indeks kepuasan pelanggan benih kelapa sawit PT Socfindo dapat dikategorikan sangat puas dan hasil perhitungan Customer Loyalty Index (CLI), indeks loyalitas pelanggan benih kelapa sawit PT Socfindo dapat dikategorikan loyal.

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“…Selain itu Raab et al, (2008) mengemukakan bahwa alasan pelanggan melakukan pembelian ulang berbeda-beda tergantung motif atau tujuan tertentu, yaitu: 1. Situasional.…”

Section: Kajian Teoriunclassified

Bauran Pemasaran Kepuasan Dan Loyalitas Pelanggan Benih Kelapa Sawit Pt Socfin Indonesia

Safitri

Suharno

Fariyanti

2017

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“…Cooperation between the organization and its customers, based on the information exchange must benefit for both parties [15]. The customer gains access to information about the product, its features and quality, superior offer, conditions and cooperation benefits.…”

Section: Customer Service and Efficiency Of Virtual Enterprise Lmentioning

confidence: 99%

Optimization of logistics management as a source of virtual enterprises competitive advantage

Lis

Pabian

Starostka-Patyk

2014

2014 International Conference on Advanced Logistics and Transport (ICALT)

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Optimizing in the company management plays a key role in success achieving. Due to the high dynamics of changes in the market, it is necessary to proceed improvement in a short time and allow for maximum use of grasp opportunities and avoid risks. One of the most important areas of modern enterprise management is logistics and especially logistics management. The decisions made have a direct impact on the organization efficiency, understood as the fulfillment of the customers' expectations and needs.

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“…Many scholars from different fields of study, according to Raab et al (2012), found remarkable results on customer satisfaction, which include that it is approximately 600% more costly to attain new customers than to retain the current ones. Satisfied customers have about a 300% higher chance of remaining customers with the same company than it is with unsatisfied customers because satisfied customers bring in referrals.…”

Section: Literature Reviewmentioning

confidence: 99%

A closer look at the relationship of entry-level bank employees’ leadership attributes and customer satisfaction

Al-Salim

2018

J Financ Serv Mark

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The purpose of this quantitative research was to measure customer satisfaction with bank tellers and bank teller leadership attributes and to determine the relationships between the two and the effect of gender on the ratings. Data were collected at three bank branches in West Amman-Jordan with 126 bank customers. The results revealed statistically significant differences in the ratings of the leadership attributes: Ethics had highest ratings while innovation had the lowest ratings. There were significantly different gender ratings in two leadership attributes such that women's ratings were higher than the men's in bank knowledge and communication leadership attributes. Also, men and women differed significantly on satisfaction; women were more satisfied than men. Moreover, results revealed that satisfaction correlated directly, strongly, and significantly with all five leadership attributes. Additionally, results showed that bank knowledge, innovation, and gender all made unique and statistically significant contributions to predicting satisfaction with bank tellers.

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Customer Relationship Management

Cited by 23 publications

References 2 publications

Bauran Pemasaran Kepuasan Dan Loyalitas Pelanggan Benih Kelapa Sawit Pt Socfin Indonesia

Bauran Pemasaran Kepuasan Dan Loyalitas Pelanggan Benih Kelapa Sawit Pt Socfin Indonesia

Optimization of logistics management as a source of virtual enterprises competitive advantage

A closer look at the relationship of entry-level bank employees’ leadership attributes and customer satisfaction

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