Kepuasan Mahasiswa terhadap Implementasi E-CRM pada Binus University

Authors

  • Meyliana Meyliana Bina Nusantara University
  • Henry Antonius E. W. Bina Nusantara University
  • Stephen W. Santoso Bina Nusantara University

DOI:

https://doi.org/10.21512/comtech.v3i1.2422

Keywords:

e-CRM, Pre-Purchase, At-Purchase, Post-Purchase, e-Trust, e-Satisfaction, e-Loyalty

Abstract

Education industry is a service enterprise that has its unique characteristics. Thus, the implementation of e-CRM in education institutions and other service companies is different. The research methodology uses variables Pre-Purchase, At-Purchase, Post-Purchase, e-Trust, e-Satisfaction and e-Loyalty, where the hypothesis was tested by correlation analysis and regression analysis. Besides, it also uses IPA (Importance Performance Analysis) to identify factors to be improved by calculating the gap analysis. The test results obtained show that based on the correlation analysis, all the H1hypotheses (has relationship) are accepted and based on the regression analysis, all the hypotheses H1 (has effects) is accepted. Under the IPA, for both increases in the first priority and second priority, all the variables need to be improved.
Dimensions

Plum Analytics

References

Alhaiou, T., Ali, M. & Irani, Z.. (2009). The relationship between E-CRM implementation and eloyalty at different adoption stages of transaction cyle: a conceptual framework and hypothesis. European and Mediterranean Conference on Information Systems.

Brandt, D.R. (2000). An “outside-in” approach to determining customer-driven priorities for improvement and innovation. White Paper Series, 2.

Chaffey, Dafe. (2009). E-Business and E-Commerce Management (4th edition). New York: Prentice Hall.

Greenberg, Paul. (2010). CRM Customer Relationship Management, Social CRM Strategies, Tools, and Techniques for Engaging Your Customers, at the Speed of Light (4th edition). New York: McGraw-Hill.

Hays, W. L. (1976). Quantification in Psychology. New Delhi: Prentice Hall.

Latu, T.M., & Everett, A. M. (2000). Review of Satisfaction Research and Measurement Approaches. Wellington, New Zealand: Departement of Conservation.

Martinez, C. L. (2003) Evaluation Report: Tools Cluster Networking Meeting #1. Arizona: CenterPoint Institute.

Meyliana, Wibowo, D., Suryanaga, A. & Sutanto. L. H. (2011). Analisis Kepuasan Mahasiswa terhadap Implementasi e-CRM di BINUS University (Studi Kasus Jurusan Sistem Informasi). Skripsi tidak diterbitkan. Universitas Bina Nusantara, Jakarta.

Sugiyono. (2008). Metode Penelitian Bisnis. Bandung: Alfabeta.

Downloads

Published

2012-06-01

Issue

Section

Articles
Abstract 313  .
PDF downloaded 250  .