Hasil Pencarian  ::  Simpan CSV :: Kembali

"[Perkembangan bisnis ritel yang begitu pesat telah memunculkan persaingan diantara masing-masing perusahaan ritel, khususnya ritel modern di Indonesia. Hal tersebut mengindikasikan persaingan yang semakin ketat diantara perusahaan. Penelitian ini bertujuan untuk mengetahui persepsi pelanggan terhadap aktivitas CRM, yang kemudian mempengaruhi loyalitas pelanggan. Penelitian ini membandingkan loyalitas pelanggan Carrefour terhadap Carrefour itu sendiri serta dua ritel pesaingnya yakni Hypermart dan Giant berdasarkan aktivitas CRM yang dilakukan oleh masing-masing ritel. Hasil pada penelitian ini menunjukkan bahwa Carrefour cukup berhasil memunculkan customer gratitude, namun sebaliknya Carrefour kurang berhasil dalam membangun behavioral loyalty pelanggannyadibandingkan dengan Hypermart dan Giant.

---

Retail business development is so rapid has led to competition among the respective retail companies, especially modern retail in Indonesia. This indicates

the increasingly fierce competition among companies. This study aims to determine customer perception of CRM activity, which then affects customer loyalty. This study compares the Carrefour customer loyalty based CRM activities carried out by Carrefour with two retail rival Hypermart and Giant. Results have shown that Carrefour quite managed to bring customer gratitude, but instead

Carrefour less successful in building customer loyalty behavioral compared to Hypermart and Giant.;Retail business development is so rapid has led to competition among the respective retail companies, especially modern retail in Indonesia. This indicates the increasingly fierce competition among companies. This study aims to

determine customer perception of CRM activity, which then affects customer loyalty. This study compares the Carrefour customer loyalty based CRM activities carried out by Carrefour with two retail rival Hypermart and Giant. Results have shown that Carrefour quite managed to bring customer gratitude, but instead Carrefour less successful in building customer loyalty behavioral compared to Hypermart and Giant., Retail business development is so rapid has led to competition among the

respective retail companies, especially modern retail in Indonesia. This indicates

the increasingly fierce competition among companies. This study aims to

determine customer perception of CRM activity, which then affects customer

loyalty. This study compares the Carrefour customer loyalty based CRM activities

carried out by Carrefour with two retail rival Hypermart and Giant. Results have

shown that Carrefour quite managed to bring customer gratitude, but instead

Carrefour less successful in building customer loyalty behavioral compared to

Hypermart and Giant.]"

"Seiring dengan semakin ketatnya persaingan dunia usaha, membuat perusahaan berusaha untuk berupaya menjaga loyalitas pelanggannya. Namun temyata pelanggan yang loyal tidak berarti bahwa pelanggan tersebut juga profitable. Penelitian ini bertujuan untuk mengimplementasikan metode Customer Lifetime Value (CLV) pada perusahaan pelayaran PT X untuk mengetahui hubungan loyalitas dan profitabilitas kliennya serta menentukan tindakan untuk setiap tipe klien. Metode yang digunakan dalam penelitian ini adalah metode deskriptif dengan data primer dan sekunder. Hasil penelitian pada PT X menunjukkan tidak terdapat hubungan yang positif antara loyalitas dan profitabilitas. Selain itu Customer Lifetime Value juga dapat memperJihatkan prospek masa depan klien dan memberikan altematif tindakan yang dapat diambil PT X untuk masing - masing klien sesuai dengan segmentasinya untuk meningkatkan profitabilitas klien.

---

Due to tight competition in their industry, companies intend to maintain loyalty of their customer. But loyal customers does not mean that they are profitable too. This research intend to implementing Customer Lifetime Value (CLV) method at shipping company, PT X in order to show relation between customer loyalty and profitability and provide a list of action to be done for each type of customer in order to increase client profitability. Descriptive method is used in this research with primary and secondary data. This research show that there is no positive relation between customer loyalty and profitability"

"Perubahan strategi pemasaran dari transactional marketing menjadi relationship marketing dilakukan oleh perusahaan untuk mempertahankan bisnis yang berkelanjutan (suistanable). Dalam relationship marketing, perusahaan fokus pada pelanggan dengan sasaran untuk memperoleh manfaat jangka panjang. Customer Lifetime Value (CLV) merupakan salah satu metode pengukuran untuk mengetahui manfaat jangka panjang pelanggan. Nilai Seumur Hidup Pelanggan atau lebih dikenal dengan Customer Lifetime Value (CLV) merupakan salah satu pendekatan untuk mengkuantifikasi proyeksi laba (profitabilitas) yang diperoleh perusahaan dari setiap konsumennya. Nilai CLV bisa menjadi justifikasi bagi keputusan investasi perusahaan di bidang pemasaran. Customer lifetime value adalah value pelanggan saat ini dan di masa yang akan datang yang dihasilkan dari hubungan bisnis pelanggan dengan perusahaan. Untuk menghitung CLV dibutuhkan 2 (dua) informasi kunci yaitu customers?profit atau margin dan customer retention rate. Tujuan utama dari penelitian ini adalah untuk menganalisis pengaruh perceived value dan customer commitment terhadap customer loyalty serta pengaruh customer loyalty terhadap CLV di PTKS, perusahaan baja nasional. Penelitian dimulai dengan menyebarkan kuesioner kepada 39 pelanggan B to B dan mengumpulkan data profit margin serta menghitung CLV. Data dianalisis menggunakan metode Partial Least Square (PLS) dan pengolahannya menggunakan software SmartPLS ver 2.0 M3. Hasil penelitian mengindikasikan bahwa perceived value dan customer commitment secara signifikan berpengaruh positif terhadap terbentuknya customer loyalty dan customer loyalty memberikan efek yang kuat terhadap peningkatan CLV. Hasil penelitian membuktikan teori bahwa perceived value dan customer commitment mempengaruhi customer loyalty serta customer loyalty berkontribusi terhadap peningkatan CLV.

---

Changing marketing strategy from transactional marketing to relationship marketing is required by company to maintain its business sustainability. This is because relationship marketing focuses on customer rather than the transaction itself; hence the objective is to get long-term benefits. One of the method used to assess this long-term benefit is Customer Lifetime Value (CLV).

The main objective of this research is to study the contribution of perceived value and customer commitment towards customer loyalty, as well as to see whether customer loyalty affects CLV in PTKS, the national steel company. The research started by sending questionnaires to 39 Business to Business (B-to-B) customers along with collecting profit margin and calculating CLV of them. The collected data then is analyzed by applying Partial Least Square (PLS) method. The software used for calculating PLS is SmartPLS ver 2.0 M3.

The PLS analysis result indicates that perceived value and customer commitment, significantly effects customer loyalty in positive direction, as well as customer loyalty to CLV. This supports the theory which says that customer loyalty is affected by customer perceived value and commitment, and customer loyalty contributes to increasing of CLV."

"Penelitian ini bertujuan untuk menganalisis penerapan metode Customer Profitability Analysis dan Customer Lifetime Value dalam pengelolaan pelayanan terhadap pelanggan. Penentuan pelayanan terhadap pelanggan dilakukan dengan mengklasifikasikan pelanggan menjadi beberapa kategori yang didasarkan pada nilai Customer Profitability Analysis dan Customer Lifetime Value yang dimiliki oleh setiap pelanggan. Penelitian ini merupakan penelitian studi kasus dengan menggali fenomena pada satu unit analisis yaitu salah satu kantor cabang PT. X di Provinsi Lampung yang bergerak pada industri farmasi. Data yang diolah pada penelitian ini merupakan data primer yang didapatkan langsung dari bagian akuntansi dan bagian administrasi penjualan kantor cabang serta data sekunder yang didapatkan dari media online baik itu yang berasal dari institusi pemerintahan maupun swasta. Penelitian ini menggunakan purposive sampling yang didasarkan pada pendekatan pareto, yakni 20% dari total pelanggan atau sejumlah 193 pelanggan dan 20% dari total merek produk atau sejumlah 348 produk yang memberikan pendapatan tertinggi bagi kantor cabang pada tahun 2018. Penelitian ini menghasilkan gambaran mengenai perbedaan klasifikasi pelanggan atas hasil perhitungan Customer Profitability ketika diukur menggunakan metode Customer Profitability Analysis serta Customer Lifetime Value, dan memberikan dasar atas pengambilan keputusan yang dilakukan oleh manajemen terkait pengelolaan pelanggan yang berupa klasifikasi pelanggan yang terbagi menjadi empat kategori, yakni High value customer, declining customer, growing customer, dan Low value customer.

---

This study aims to analyze the application of Customer Profitability Analysis and Customer Lifetime Value methods in managing Customer Relationship Management. Customer service determined by classifying customers into several categories based on the value of Customer Profitability Analysis and Customer Lifetime Value that is owned by each customer. This research is a case study research by exploring the phenomenon in one unit of analysis, which is one of the branch offices of PT. X in Lampung Province which is engaged in the pharmaceutical industry. The data processed in this study is primary data obtained directly from the accounting department and the branch office sales administration as well as secondary data obtained from online media both from government and private institutions. This study uses purposive sampling which is based on the Pareto approach, which is 20% of total customers or 193 customers and 20% of total product brands or a number of 348 products that provide the highest revenue for branch offices in 2018. This study provides an overview of the classification differences customers on the results of the calculation of Customer Profitability when measured using the Customer Profitability Analysis method and Customer Lifetime Value, and provide the basis for decision making by management related to customer management in the form of customer classification which is divided into four categories, namely High value customers, declining customers, growing customer, and Low value customer."

"ABSTRAKMeningkatnya minat masyarakat untuk berbelanja online serta ketatnya persaingan usaha pada industry e-commerce mendorong pelaku usaha untuk dapat bersaing dalam membangun hubungan jangka panjang serta loyalitas dengan pelanggan mereka. Penelitian kuantitatif ini bertujuan untuk melihat pengaruh dari website quality terhadap online loyalty yang dimediasi oleh perceived velue of consumer/seller relationship dan dimoderasi oleh online shopping experience. Pengambilan sampel penelitian sebanyak 179 sampel dan melakukan analisis pengolahan data menggunakan Partial Least Square PLS . Hasil penelitian ini menunjukkan bahwa website quality pada situs Zalora Indonesia yang diukur melalui tiga dimensi, yaitu information quality, system quality dan e-service quality memiliki pengaruh positif yang signifikan terhadap perceived value of consumer/seler relationship; perceived value of consumer/seler relationship memiliki pengaruh positif yang signifikan terhadap online loyalty dan online shopping experience tidak memoderasi hubungan antara website quality pada situs Zalora Indonesia dengan perceived value of consumer/seller relationship.

---

ABSTRACTThe increased public interest in online shopping and higher competition in the e commerce industry has encouraged companies to compete in building long term relationships and loyalty with their customers. The purpose of this quantitative research is to investigate the effect of website quality on online loyalty mediated by perceived value of consumer seller relationship and moderated by online shopping experience. This study collected data from 179 samples and the data is analyzed using partial Least Square PLS method. The results of this study demonstrate that the quality of Zalora Indonesia Online Shopping Website, which is measured by three dimensions, namely information quality, system quality and e service quality, has a significant positive effect on the perceived value of consumer seller relationship perceived value of consumer seller relationship has a significant positive effect on online loyalty and online shopping experience does not exert a moderating effect on the relationship between Zalora Indonesia website quality and the perceived value of consumer seller relationship."

"Tesis ini membahas mengenai implementasi strategi Customer Relationship Management CRM pada UKM yang bergerak di bidang jasa bengkel yaitu Trijaya Ban 83. Pemetaan kondisi UKM memperlihatkan bahwa tidak ada perbedaan perlakuan service antara pelanggan besar dan kecil. beberapa kesenjangan yang terdapat di bengkel Trijaya Ban 83 adalah belum adanya pelayanan lebih terhadap pelanggan yang memberi kontrIbusi pendapatan terbesar dan belum ada database konsumen yang lengkap. Oleh karena itu, tujuan dari business coaching ini untuk membantu UKM merumuskan sebuah sistem Customer Relationship Management dengan harapan pelanggan akan semakin loyal dan terus memberikan laba untuk bengkel Trijaya Ban 83. Metode yang digunakan dalam penelitian ini adalah metode kualitatif untuk mengumpulkan dan menganalisis data pelanggan bengkel Trijaya Ban 83 selama tahun 2016. Kesimpulan dari penelitian ini adalah pengelompokan pelanggan fokus yang harus dilayani secara berbeda serta implementasi service yang diberikan kepada kelompok fokus tersebut. Harapan dari implementasi Customer Relationship Management adalah agar bengkel memiliki sistematis penjualan yang teratur dan pelanggan semakin loyal terhadap bengkel dikala kompetisi bengkel sangat ketat.

---

This thesis discuss the Implementaion of Customer Relationship Management CRM strategy in Trijaya Ban 83 workshop that focusing on service repairment industry. The mapping of business condition mention that there is no service differentiation with Big and small customer. There are some gap situation in Trijaya Ban 83 workshop such as there is no intense service treatment for customers who generate biggest profit and there is no comprehensive customer database. In this business coaching, coach want to help the business to create a comprehensive Customer Relationship Management Strategy in purpose to increase customer loyalty and keep contrIbuting profit to Trijaya Ban 83 wokrshop. Methods used in this thesis is qualitative method to gather and analyze customer data of Trijaya Ban 83 Workshop in 2016. The result of this research is to create a customer categorization that needs service differently also the implementation to the focus category. The purpose of this Customer Relationship Management implementation is for the workshop to have a systematic selling dan the customer become more loyal in the thight competition of service repairment industry."