Analisis Dampak Dimensi Mengelola Hubungan dengan Pelanggan terhadap Kinerja Perusahaan

Prasetya, Edward (2018) Analisis Dampak Dimensi Mengelola Hubungan dengan Pelanggan terhadap Kinerja Perusahaan. Master thesis, Universitas Internasional Batam.

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Abstract

Peningkatan persaingan dianggap menjadi tantangan utama dalam industri perhotelan saat ini, manajemen perusahaan dituntut untuk mengembangkan strategi dan program untuk memungkinkan perusahaan tetap kompetitif di pasar dan menunjukkan hasil kinerja positif. Penelitian ini dilakukan di sebuah kota kecil di Indonesia, yang dianggap kota semi berkembang. Penelitian ini di lakukan di industri perhotelan di kota Batam terkhusus hotel berbintang tiga sampai dengan lima. Sampel yang di teliti yaitu 350 eksekutif hotel terdiri dari manajemen tingkat menengah sampai tingkat tinggi yang berasal dari 50 hotel di kota Batam. Teknik penarikan sampel yang digunakan dalam penelitian ini adalah purposive atau judgmental sampling yang mana responden dianggap ahli dibidangnya. Temuan menunjukkan semua konstruk (CRM) berpengaruh positif terhadap kinerja organisasi. Oleh karena itu semua hipotesis diterima. Studi ini juga memberikan saran dan implikasi manajerial untuk masing-masing peneliti yang akan datang dan praktisi industri perhotelan untuk meningkatkan pemahaman akan pentingnya manajemen hubungan pelanggan. ********************************************************************** Increasing number of competitors are found to to be the main challenges in the current hospitality industry, marketers and hotel executives are required to be able to develop strategies and implementation to excel the hotel so that the businesses can achieve competitive advantage and have positive performance as an outcomes. This study is conducted in Indonesia. This research was conducted in the hospitality industry in the city of Batam, Indonesia which is specifically three-star hotels up to five. Samples examined was 350 hotel’s executives consisting of middle level to top level management from 50 hotels in Batam. The sampling technique used in this study was purposive or judgmental sampling in which respondents are considered experts in their field. The analysis showed four dimensions of CRM significantly influence organization performance. To conclude the analysis, all hypothesis were accepted. In the end, the researcher provides suggestions for future researcher as well as managerial implications for hotel executives to improve their knowledge and to recognize the importance of customer relationship management.

Item Type: Thesis (Master)
Additional Information: Similarity: 19
Uncontrolled Keywords: CRM, Customer orientation, CRM organization, CRM technology, knowledge management, organization performance.
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: School of Economic and Business > Master of Management
SWORD Depositor: Admin Repository Universitas Internasional Batam
Depositing User: Admin Repository Universitas Internasional Batam
Date Deposited: 27 Apr 2020 09:36
Last Modified: 27 Apr 2020 09:37
URI: http://repository.uib.ac.id/id/eprint/2242

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