ANALISIS DAN PERANCANGAN CUSTOMER RELATIONSHIP MANAGEMENT PADA SIKLUS PENDAPATAN BISNIS ONLINE ANNEUI SHOP UNTUK MENINGKATKAN LOYALITAS KONSUMEN
Abstract Views:
346 times
PDF - FULL TEXT Downloads:
1339 times
Abstract
The e-commerce’s growth is increasing along with seller and buyer growth, who sell and buy through the internet. Online business’s competition which generated by e-commerce’s growth can’t be avoided and be a special concern to the sellers. The sellers are compete to get a buyers and doing effort to maintain the customer loyalty. Some strategies are done with the intention to get buyers attention and dominate the market. The purpose of this study is to analyze the problems of online business related with effort to increase customer loyalty and design a suitable customer relationship management for the business. This qualitative study is towards to Anneui Shop as an online business. The design recommendation of customer relationship management is based on the problems and business condition. Interview, observation, and document analysis are done to obtain data about the problems and business condition. The result of this study to increase the customer loyalty is to advertising, make a promotion and reseller program, increase the business reputation, give the product information, use patent for the brand, and use database to support the business process.
Downloads
References
Buttle, F., dan Maklan, S. 2015. Customer Relationship Management; Concepts and Technologies, 3rded. Routledge: Abingdon, UK.
Chen, I, J., dan Popovich, K. 2003. Understanding customer relationship management (CRM); People, process and technology. Business Process Management Journal, Vol. 9 (5): 672-688.
Cho, Y., Im, I., Fjermestad, J., dan Hiltz, S, R. 2003. The impact of product category on customer dissatisfaction in cyberspace. Business Process Management Journal, Vol. 9 (5): 635-651.
Jalal, A. N., dan Ibrahim, O. B. 2012. Influence of Customer Relationship Management on Online Shopping. International Journal of Computer Science Issues, Vol. 9 (1): 363-365.
Kasmir. 2008. Etika Customer Service. Rajawali Pers: Depok, Indonesia.
Katadata. 2016. Indonesia, Pusat E-Commerce ASEAN.http://katadata.co.id/infografik/2016/01/04/indonesia-pusat-e-commerce-asean# (diunduh tanggal 25 Agustus 2017).
Kimiloglu, H., dan Zarali, H. 2009. What signifies success in e-CRM?. Marketing Intelligence & Planning, Vol. 27 (2): 246-267.
Kincald. J.W. 2003. Customer Relationship Management; Getting It Right. Prentice Hall: New Jersey, USA.
Kominfo. 2010. Persentase aktivitas E-Commerce di Indonesia tahun 2010. https://statistik.kominfo.go.id/site/data?idtree=430&iddoc=1275&data-data_page=3 (diunduh tanggal 29 Mei 2017)
Kominfo. 2015. Klasifikasi produk yang dibeli secara online pada tahun 2015. https://statistik.kominfo.go.id/site/data?idtree=430&iddoc=1457&data-data_page=3 (diunduh tanggal 29 Mei 2017)
Kotler, P., dan Keller, K. L. 2012. Marketing Management,14th ed. Pearson: London, UK.
McMullan, R. 2005. A multiple-item scale for measuring customer loyalty development. Journal of Services Marketing, Vol. 19 (7): 470-481.
Melewar, T. C., Foroudi, P., Gupta, S., Kitchen, P. J., dan Foroudi, M. M. 2017. Integrating identity, strategy and communication for trust, loyalty and commitment. European Journal of Marketing, Vol. 51 (3): 572-604.
O’Brien, J.G., dan Marakas, G. M. 2011. Management Information Systems, 10th ed. McGrwa-Hill: New York.
Romney, M. B., and Steinbart, P. J. 2015. Accounting Information System, 13th ed. Pearson: London, UK.
Schoder, D., dan Madeja, N. 2004. Is Customer Relationship Management a Success Factor in Electronic Commerce?. Journal of Electronic Commerce Research, Vol. 5 (1): 38-53.
Smith, M., dan Chang, C. 2010. Improving customer outcomes through the implementation of customer relationship management; Evidence from Taiwan. Asian Review of Accounting, Vol. 18 (3): 260-285.
Soeryatmadja. M., dan Permatasari. P. 2015. Pengendalian internal siklus pendapatan bisnis onlinesitus BB.com. Bina Ekonomi,Vol. 9 (1): 43-52.
Spireresearch. 2015. Courier Giants To Benefit From Indonesia’s E-Commerce Boom.https://www.spireresearch.com/newsroom/events/courier-giants-to-benefit-from-indonesias-E-Commerce-boom-2/ (diunduh 29 Mei 2017)
Strauss, J., dan Frost, R. 2012. E-Marketing, 6thed. Pearson: London, UK. Turban, E., King, D., Lee, J., Liang, T. P., dan Turban, D. C. 2012. Electronic Commerce; A Managerial and Social Networks Perspective, 7th ed. Pearson: London, UK.
- Articles published in CALYPTRA are licensed under a Creative Commons Attribution-ShareAlike 4.0 International license. You are free to copy, transform, or redistribute articles for any lawful purpose in any medium, provided you give appropriate credit to the original author(s) and the journal, link to the license, indicate if changes were made, and redistribute any derivative work under the same license.
- Copyright on articles is retained by the respective author(s), without restrictions. A non-exclusive license is granted to CALYPTRA to publish the article and identify itself as its original publisher, along with the commercial right to include the article in a hardcopy issue for sale to libraries and individuals.
- By publishing in CALYPTRA, authors grant any third party the right to use their article to the extent provided by the Creative Commons Attribution-ShareAlike 4.0 International license.
