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/

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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)


Artikel lengkap dikompilasi oleh/hubungi :
Kanaidi, SE., M.Si  (Penulis “Buku Dasar-Dasar PERIKLANAN”, Service Quality and Motivation Trainer, Dosen Marketing Management,  Praktisi Bisnis)
email : kana_ati@yahoo.com atau kanaidi@yahoo.com atau kanaidi@poltekpos.ac.id 
HP. 08122353284   Fax. 022-4218995
PIN BBm : 27CBC148
Facebook : Kanaidi Ken & Kanaidi Ken Part II
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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)


Artikel lengkap dikompilasi oleh/hubungi :
Kanaidi, SE., M.Si  (Penulis “Buku Dasar-Dasar PERIKLANAN”, Service Quality and Motivation Trainer, Dosen Marketing Management,  Praktisi Bisnis)
email : kana_ati@yahoo.com atau kanaidi@yahoo.com atau kanaidi@poltekpos.ac.id 
HP. 08122353284   Fax. 022-4218995
PIN BBm : 27CBC148
Facebook : Kanaidi Ken & Kanaidi Ken Part II
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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
------------------------------- 
Butuh Artikel/Jurnal Lainnya ?, click di :
Kami memiliki beberapa Artikel/Jurnal tentang :
                                                   
“Peluang BISNIS ONLINE” secara Sederhana……MINAT?... coba lihat (click) dulu di http://formulabisnis.com/?id=ken_kanaidi
 
E:\K A N A I D I\Jurnal Loyalty
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