Sabtu, 27 Juli 2013

ANNUAL REPORT PT Pos Indonesia (Persero) Tahun 2012, Peserta Annual Report Award (ARA)


ANNUAL REPORT PT Pos Indonesia (Persero) 2012 yang disusun oleh Tim IPO - PT Pos utk Pertama kalinya  ikut ajang bergengsi "Annual Report Award (ARA)" 2013 . . . . . click di http://ipo-posindonesia.blogspot.com/

Kamis, 04 Juli 2013

The Effects of Mobile Customer Relationship Management on Customer Loyalty: Brand Image Does Matter

Ja-Shen Chen & Russell K.H. Ching
Proceedings of the 40th Hawaii International Conference on System Sciences - 2007

Abstract
With the expansive growth of mobile commerce
come opportunities for business and mobile service
providers. To distinguish its service from another’s
and build a loyal customer base, a mobile service
provider must look beyond technology and appeal to
their customers’ individuality through CRM. A study
to examine the relationships of CRM practices and
mobile services with customer loyalty, and the
moderating effects of brand image was conducted. The
results suggest that all contribute to loyalty. However,
brand image moderates the relationships of customer
service and customization, and mobile usage with
customer loyalty.

1. Introduction
Advances in technology have changed the way in
which the world conducts business and are increasingly
providing consumers with greater conveniences. The
Internet and telecommunication technologies are
frequently regarded as two major drivers for creating
new value and introducing new services to customers.
Yet, in spite of businesses’ early adoption,
telecommunication technology has not until recently
been pushed for commercial consumer applications.
Consequently, growth in mobile services users . .  . (baca selengkapnya)


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Customer Relationship Management (CRM) Best Practices and Customer Loyalty A Study of Indian Retail Banking Sector

Kallol Das, Jitesh Parmar & Vijay Kumar Sadanand
Published : European Journal of Social Sciences – Volume 11, Number 1 (2009)

Abstract
The current study explores the association between deployment of customer relationship
management (CRM) best practices and loyalty of profitable customers in Indian retail
banking sector. The study comprises two parts. The first part called the CRM best practices
survey involves the use of descriptive research design. The second part viz. case study
research involves the use of embedded customer loyalty survey. The hypothesis testing
based on literal and theoretical replication is done using the concept of pattern matching.
The findings reveal that there is no perfect bank, as yet, across the three bank types, which
has deployed all the 29 CRM best practices to the fullest extent. The results of literal and
theoretical replication done by using pattern matching technique indicates no strong
association between deployment of CRM best practices in scheduled commercial banks and
loyalty levels of both high and medium relationship value retail customers. The study
develops a list of 29 CRM best practices, which may be helpful to the organizations toward
achieving comprehensive CRM deployment. The results also imply that going for CRM
deployment may not be a profitable strategy for retail banks, particularly in the Indian
context.
Keywords: Customer relationship management (CRM), customer loyalty, best practices,
retail banking, India

1. Introduction
The current study explores the association between deployment of customer relationship management (CRM) best practices and loyalty of profitable customers in scheduled commercial banks of India with respect to retail banking segment. This is important because a strong positive association will act as a significant motivator to organizations for making larger investments towards deployment of CRM best practices. On the other hand, a weak association will fail to provide necessary encouragement to the same organizations for CRM deployment. The paper begins with an introduction to Indian banking industry and delineates the scope of the study. It is followed by a literature review on CRM best practices as well as customer loyalty. The methodology used is discussed in detail followed by the findings and implications.

1.1. Indian Banking
The structure of schedule banks in India in shown in figure 1. The total number of public sector banks
(PSBs) stands at 28.
In the category of private banks (PBs), there are 16 banks classified as old private banks (OPBs)  which were existing prior to the liberalization of the banking sector. The new private banks
(NPBs) were born after 1991-92 with the opening up of this sector to private players. The total number of NPBs, as of 1st May, 2007, is 8. Plus, there are 29 foreign banks (FBs), most of which are limited to the metropolitan cities (RBI, 2006). In all, the total number of scheduled commercial banks as of ....... . (baca selengkapnya)


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Selasa, 02 Juli 2013

Pengaruh Kualitas Pelayanan terhadap Kinerja Kerelasian Nasabah

I Wayan Jaman Adi Putra
JURNAL EKONOMI dan BISNIS | TAHUN 14 | NOMOR 2 | JULI 2009

Abstract: 
The objectives of the research are to know: (1) the situation of service quality (tangible, empathy,
reliability, responsiveness, assurance) of bank which perceived by customer of BNI Prima product and customer relationship performance (financial, social, and customization bonds), and customer loyalty of BNI Prima product; (2) the influence of service quality (tangible, empathy, reliability, responsiveness, assurance) of bank which perceived by customer on customer relationship performance (financial, social, and customization bonds). The sources of data are all customers of BNI Prima product at each branch offices of BNI bank which offered BNI Prima product in marketing area of East Java. The election of  respondents from 150 that are planned uses simple random sampling technique and allocated proportionally, the methods of collecting data are questionnaire, interview, and slider of document. The methods of analysis are: (1) descriptive analysis; and (2) hypothesis testing by Structural Equation Modeling (SEM).
The results of descriptive analysis are: (1) Totally, the level of service quality (tangible, empathy, reliability, responsiveness, assurance) of bank which perceived by customer is dissatisfied category, but they have high effectiveness category; (2) Totally, the level of customer relationship performance (financial, social, and customization bonds) is very high effectiveness category, but dissatisfied category. The results of hypothesis testing the service quality (tangible, empathy, reliability, responsiveness, assurance) of bank which perceived by customer of BNI Prima product are influencing positively and significant on customer relationship performance (financial bonds, social bonds, customization bonds).
Keywords: service quality, customer relationship performance.

Bank BNI memasarkan ketiga bentuk simpanan:
simpanan giro, simpanan tabungan, simpanan deposito
berjangka baik dengan pelayanan standar atau biasa
(traditional banking) maupun dengan layanan
khusus (special banking) sesuai dengan kebutuhan
dan keinginan nasabah sasaran yang ingin dilayani.
Ketiga bentuk simpanan yang ditawarkan dengan
layanan khusus kepada nasabah yang tergolong dalam
kelas sosial paling tinggi (upper-class) dinamakan
produk BNI private banking dengan persyaratan
besarnya (nominal) simpanan minimal satu milyar
rupiah yang hanya diselenggarakan oleh Kantor Cabang
Bank BNI tertentu di Jakarta, sedangkan untuk
di daerah-daerah seluruh Indonesia dinamakan
Produk BNI Prima. Produk BNI Prima merupakan
pilihan bagi nasabah perseorangan yang menghendaki
pelayanan seperti: kenyamanan dan kecepatan pelayanan
perbankan serta bersifat pribadi karena nasabah
mendapatkan pelayanan di ruangan khusus yang
nyaman dan aman, serta nasabah tidak perlu antri.
Disamping itu, untuk memenuhi permintaan nasabah
juga disediakan konsultasi bisnis mengenai manfaat
produk-produk bank BNI yang ada kaitannya dengan
bisnis nasabah, serta mendapat laporan rekening
terpadu.
Bank BNI berusaha memuaskan kebutuhan dan
keinginan nasabahnya dengan memperbaiki kualitas
pelayanan (kualitas produk BNI Prima) yang dirasakan
oleh nasabahnya. Akan tetapi, hasil penelitian yang
dilakukan Market Research Indonesia (MRI) pada . . . .  .. . ... (baca_selengkapnya)  

Artikel lengkap dikompilasi oleh/hubungi :
Kanaidi, SE., M.Si (Penulis, Peneliti, PeBisnis, Trainer dan Dosen Marketing Management).
e-mail ke : kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id
HP. 08122353284
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Kamis, 29 November 2012

Customer relationship management (CRM) in a South African service environment: An exploratory study

by : Mornay Roberts-Lombard and Leon du Plessis
Published : African Journal of Marketing Management Vol. 4(4), pp. 152-165, April 2012

The primary objective of the study was to investigate the influence of trust, commitment, two-way communication and conflict handling on customer loyalty through customer relationship management (CRM) as a mediating variable at a South African long-term insurance organization. Both a qualitative and quantitative research approach was followed in the study. The population included all the  customers of a long-term insurance provider in South Africa who held a life-insurance policy at the time of the study. The sample consisted of 254 customers in four major centers in South Africa. Primary data was gathered using a structured questionnaire, with items on a 7-point Likert scale referring to trust, commitment, two-way communication, conflict handling, CRM and customer loyalty. The statistical analysis that was used in the study included multiple regression analysis to test the hypotheses. The findings stipulate that a significant positive relationship exists between trust, commitment and conflict handling, and CRM at a long-term insurance provider in South Africa. The study further revealed that a significant negative relationship exists between two-way communication and CRM at the insurance provider. In addition, it was found that there is a significant positive relationship between CRM and customer loyalty at the insurance provider in South Africa. Therefore, long-term insurance providers in South Africa can improve and maintain the relationships between themselves and their customers if they exhibit trustworthy behavior, show genuine commitment to service, communicate information to customers efficiently and accurately, thereby also listening to their customers and handling potential and manifested conflicts skilfully. This will ultimately contribute to customer loyalty, which will ensure economic prosperity for the long-term insurance provider.
Key words: Long-term insurance organization, customer relationship management (CRM), customer loyalty, trust, commitment, two-way communication and conflict handling.

INTRODUCTIONThe services sector is spearheaded by the financial
services sector. The services sector employs 65% of the
total workforce in South Africa (Datamonitor, 2011b).
Since democracy in 1994, there has been increasing
competition in the South African financial services
industries from niche players and foreign entrants as
technology and financial liberalization created the
stimulus for competition from new areas. The insurance
industry in South Africa is revolutionizing the financial. ... . (baca_selengkapnya)


Artikel lengkap dikompilasi oleh/hubungi :
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Minggu, 18 November 2012

Daftar PENELITIAN RELEVAN dan PUBLIKASI ILMIAH




1.  Pengukuran Kesenjangan Antara Harapan dan Persepsi Kualitas Layanan (Service Quality) Pendidikan di Politeknik Pos Indonesia. Oleh : Kanaidi, Imam Kambali & Hilman Setiadi (Penelitian Kelompok, Tahun 2002).
2.    Pengaruh Remunerasi dan Motivasi Kerja Pegawai Terhadap Kinerja PT Pos Indonesia (Persero) Oleh: I Wayan Kemara Giri & Kanaidi (Penelitian Kelompok, Tahun 2003).
3.    Analisis Pengaruh Motivasi Terhadap Keputusan Pembelian Konsumen Pada Jasa Logistik PT Pos Indonesia (Persero). Oleh : I Made Wirya Suputra & Kanaidi (Penelitian Kelompok, Tahun 2005).
4.    Pengaruh Kinerja Kualitas Pelayanan terhadap Loyalitas Pelanggan Jasa EMS di Wilayah Pos Bandung Raya (Dengan Pendekatan Quality Function Develoyment / QFD) Oleh: Kanaidi (Penelitian Mandiri, Tahun 2007). Publikasi pada : COMPETITIVE, Vol.4. No.1, Maret 2008. ISSN : 0216-2539.  http://ken-qfd.blogspot.com/2012/11/pengaruh-kinerja-kualitas-pelayanan.html atau http://www.scribd.com/doc/41377463/Pengaruh-Kualitas-Pelayanan-Terhadap-Customer-Loyalty-Jasa-EMS-PT-Pos-Indonesia
5.    Keterkaitan Service Quality terhadap Satisfaction, Reputation, Switching Cost, dan Loyalty. Oleh : Kanaidi & Suparno Saputra (Penelitian Hibah Bersaing DIKTI/DIKNAS, Tahun 2007). Artikel Ilmiah dipublikasikan pada Jurnal Bisnis, Manajemen & Ekonomi, Bandung, Vol. 8 No. 4 Mei 2007, hal. 1279-1289. http://ken-servqual1.blogspot.com/2009/11/analisis-service-quality-satisfaction.html
6.    Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan Jasa Pendidikan di Politeknik Pos Indonesia (Dengan Pendekatan Quality Function Develoyment/QFD). Oleh : Suparno Saputra & Kanaidi. (Penelitian Kelompok, Tahun 2008). http://ken-servqual1.blogspot.com/2010/10/pengaruh-kinerja-kualitas-pelayanan.html
7.    Pengaruh Customer Value terhadap Keputusan Pembelian Pelanggan Jasa EMS di Wilayah Pos Bandung Raya. Oleh : Senny Handayani & Kanaidi (Penelitian Kelompok, Tahun 2008). Publikasi pada : COMPETITIVE, ISSN : 0216-2539 Vol.5 No.2, Desember 2009, 95-101. http://ken-value.blogspot.com/2012/11/pengaruh-customer-value-terhadap.html
8.    Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan Jasa Paketpos di Wilayah Pos Bandung Raya (Dengan Pendekatan Importance Performance Analysis/IPA), Oleh : I Wayan Kemara Giri, Kanaidi  & Suparno Saputra. (Penelitian Kelompok, Tahun 2008.). http://poltekpos.ac.id/repository/gdl.php?mod=browse&op=read&id=1--kanaidi-12
9.    Pengaruh CRM dan Corporate Image terhadap Loyalitas Nasabah Bank Jabar Cabang Suci di Bandung. Oleh : Henny Utarsih & Kanaidi (Penelitian Kelompok, Tahun 2008).  http://ken-image.blogspot.com/2009/06/pengaruh-crm-terhadap-corporate-image.html
10. Daya Pikat Pesan Iklan Sebagai Upaya Menarik Minat Pelanggan, Tahun 2008. Oleh : Kanaidi (Artikel Ilmiah dipublikasikan pada Majalah Competitive, Bandung, Vol. 4 No. 2 Desember 2008, hal. 72-87). http://www.ken-iklan.blogspot.com/
11. Analisis Daya Saing Produk Pos Standar dan Pos Prima PT. Pos Indonesia (Persero) Dengan Pendekatan Segmenting, Targeting, dan Positioning (STP). Oleh : Kanaidi, dkk (Penelitian Kelompok, Tahun 2008). http://ken-stp.blogspot.com/2009/11/analisis-daya-saing-layanan-pt-pos.html
12. Penelitian Potensi Pasar Untuk Pengembangan Pelayanan Kantor Pos Pasar di Pasar Tradisional Wilayah Usaha Pos V JABAR. Oleh: Suparno Saputra, Kanaidi, dkk (Penelitian Kelompok, Tahun 2008)
13. Survei Peluang Pengembangan Pelayanan Jasa Micro Finance Di Kecamatan Jatinangor, Tanjungsari, dan Sekitarnya. Oleh : Kanaidi (Penelitian Mandiri, Tahun 2009).
14. Penelitian Pengaruh Customer Value Terhadap Corporate Image Layanan Jasa Paketpos PT Pos Indonesia, Tahun 2009. Oleh : Kanaidi (Penelitian Dosen Muda DIKTI/DIKNAS) Dipublikasikan pada : ProMark Vol.1 No. 2 Desember 2010, hal.83-99. ISSN : 2087-3077) http://ken-promark.blogspot.com/2010/11/pengaruh-customer-value-dan-corporate.html
15. Penelitian Pengaruh Customer Relationship Management, Citra. dan Customer Trust Terhadap Loyalitas Konsumen Tabungan Bank Jabar Cabang Tamansari Bandung. Oleh: Imam Kambali, Kanaidi & Suparno Saputra (Penelitian Kelompok Dosen Muda DIKTI/DIKNAS, Tahun 2009). Publikasi pada : COMPETITIVE,    Volume 6  No.2, Desember 2010, hal.75-96 - ISSN : 0216-2539. http://ken-crm.blogspot.com/2012/11/15-penelitian-pengaruh-customer.html
16. Penelitian Analisis Service Quality, Satisfaction, Trust, Reputation, dan Loyalitas Konsumen Jasa Logistik PT. Pos Indonesia (Persero), Oleh : Kanaidi & Suparno Saputra (Penelitian Hibah Bersaing DP2M Ditjen DIKTI, Tahun 2009). Publikasi pada : Jurnal BISNIS, MANAJEMEN & EKONOMI_Universitas Widyatama. ISSN: 1693-8305. http://ken-servqual1.blogspot.com/2009/11/analisis-service-quality-satisfaction.html

17. Penelitian “Pengaruh Customer Value terhadap Loyalitas Nasabah pada BMT Wahana Mandiri Jatayu Bandung” Oleh : Kanaidi dan Santilawati (Penelitian Mandiri). Publikasi pada : Jurnal ProMaRK Vol.  1, No.1 Juni 2010. ISSN : 2087-3077. http://ken-promark.blogspot.com/2010/10/pengaruh-customer-value-terhadap.html

18. Pengaruh Kualitas Jasa, Nilai Jasa, dan Kepuasan Pelanggan Terhadap Perilaku Minat Pembelian Konsumen Jasa Pos Express di Wilayah Pos Bandung Raya. Oleh: Rudy Dauhan & Kanaidi (Penelitian Dosen Muda DIKTI/DIKNAS, Tahun 2010). Publikasi pada : Jurnal ProMaRK Vol.  2, No.1 Juni 2011. ISSN : 2087-3077). http://ken-value.blogspot.com/2010/11/pengaruh-kualitas-jasa-nilai-jasa-dan.html

19. Analisis Kepuasan Pelanggan Pada Produk Laptop Merek TOSHIBA, LENOVO, dan SONY Di Wilayah Bandung. Oleh : Kanaidi & Dadang Setiawan (Penelitian Mandiri 2010). Publikasi pada : Jurnal ProMaRK Vol.  2, No.2 Desember  2011. ISSN : 2087-3077. http://poltekpos.ac.id/repository/gdl.php?mod=browse&op=read&id=1--kanaididan-86

20. “UPAYA PENERAPAN TECHNO ECONOMY PADA UMKM DI INDONESIA DENGAN MODEL PROGRAM DI KABUPATEN BANDUNG BARAT”, Oleh : Kanaidi & Amrizal. (Artikel Ilmiah dipublikasikan pada Procceding Seminar Nasional Techno-Economy Univ.WIDYATAMA, Bandung, Februari 2010, hal. 1-15) http://poltekpos.ac.id/repository/gdl.php?mod=browse&op=read&id=1--kanaidiamr-52&newtheme=green
21. Survei Peluang Angkutan Feeder Kereta Api KRL di Bogor, Depok, Tangerang, dan Bekasi. Oleh : A. Yunani, Kanaidi, dkk (Penelitian Kelompok, Tahun 2010).
22. Analisis Kepuasan Pelanggan dan Brand Image PT. POS INDONESIA (Studi pada Kantorpos Besar Medan 20000)  oleh : Kanaidi, SE., M.Si (Publikasi pada : Proceeding Seminar Nasional Akuntansi - Bisnis (SNAB) 2012, 27 Maret 2012, ISSN : 2252-3936) http://ken-kepuasan.blogspot.com/2012/03/analisis-kepuasan-pelanggan-dan-brand.html
23. ANALISIS CUSTOMER RELATIONSHIP MANAGEMENT (CRM)  PADA SBU POS ADMAIL. Oleh : Kanaidi & Ari Kurniawan. (Penelitian Mandiri 2011). Publikasi pada: Jurnal BANKING & MANAGEMENT, Vol 1. No.1, Mei 2012  ISSN : 2252-8520) http://ken-crm.blogspot.com/2011/11/analisis-customer-relationship.html atau  : http://www.ekuitas.ac.id/file/image/Jurnal/Kanaidi%20%26%20Ari%20Kurniawan.pdf
24. PENGARUH BRAND EQUITY TERHADAP LOYALITAS KONSUMEN TEH BOTOL SOSRO DI KALANGAN MAHASISWA POLITEKNIK POS INDONESIA  Oleh : Kanaidi dan Desi Nurmayasari (Penelitian Mandiri 2012). Publikasi pada : Jurnal ProMaRK Vol.  2, No.2 Desember  2011. ISSN : 2087-3077. http://ken-brand1.blogspot.com/2012/11/pengaruh-brand-equity-terhadap.html
25. Survei Kesiapan Karyawan PT. Pos Indonesia (Persero) dalam Menghadapi Perubahan Organisasi dan Dukungan Penerapan GCG di PT Pos Indonesia. Oleh : Kanaidi & Suparno Saputra (Penelitian Hibah Bersaing DIKTI/DIKNAS, Tahun 2012). http://ken-gcg.blogspot.com/2012/11/peranan-internal-marketing-dalam.html


Artikel lengkap dikompilasi oleh/hubungi :
Kanaidi, SE., M.Si (Penulis Buku, Peneliti, PeBisnis, Trainer dan Dosen  Marketing Management).
e-mail ke : kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id
HP. 08122353284
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