ANALISIS DAMPAK FAKTOR CUSTOMER RELATIONSHIP MANAGEMENT PADA PELANGGAN E-MARKETPLACE DI INDONESIA (STUDI KASUS: SHOPEE DAN BUKALAPAK)
DOI:
https://doi.org/10.34151/technoscientia.v13i1.2969Keywords:
Bukalapak, Customer Relationship Management (CRM), Marketplace, ShopeeAbstract
In this era of increasingly tight business development, many business competitors are required to be able to compete with their creativity. One important role in increasing business opportunities is to utilize available technology. The role of technology is very positive in supporting business processes for the company. Shopee and Bukalapak are one of the marketplace companies in Indonesia that implement Customer Relationship Management. Descriptive method will be used to assist this research and will begin with a survey and analysis of the comments contained in the Shopee and Bukalapak applications. The data obtained will be analyzed to see how much the level of customer confidence in Shopee and Bukalapak.
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Saleh, M., Althonayan, A., Alhabib, A., Alrasheedi, E., Alqahtani, G., Saleh, A.H. 2015. Customer Satisfaction and Brand Switching Intention: A Study of Mobile Services in Saudi Arabia, Expert Journal of Marketing, 3(2): 62-72. http://marketing .expertjournals.com/23446773-309.
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Benhaddou, Y., and Leray, P., 2017, Customer Relationship Management and Small Data-Application of Bayesian Network Elicitation Techniques for Building a Lead Scoring Model, doi: 10.1109/AICCSA.2017.51.
Dominici, G., and Guzzo, R., 2010, Customer Satisfaction in The Hotel Industry: A Case Study from Sicily, International Journal of Marketing Studies, 2(2): 2-12. http://www.ccsenet. org/journal/index.php/ijms/article/view/8103.
Grieger, M., 2003, Electronic Marketplaces: A Literature Review and a Call for Supply Chain Management Research, European Journal of Operational Research, 144(2): 280-94.
Hassan, R.S., Nawaz, A., Lashari, M.N., and Zafar, F., 2015, Effect of Customer Relationship Management on Customer Satisfaction, Procedia Economics and Finance, 23 (December 2015): 563-67. http://linkinghub.elsevier.com/retrieve/pii/S2212567115005134.
Khalifa, M., and Shen, K., 2005, Effects of Electronic Customer Relationship Management on Customer Satisfaction: A Temporal Model, Proceedings of the 38th Annual Hawaii International Conference on System Sciences (HICSS-38 2005), 3-6 January 2005. http://ieeexplore.ieee.org/xpls/abs_all.jsp?arnumber=1385579.
Pleshko, L.P. and Heiens, R.A., 2015, Customer Satisfaction and Loyalty in the Kuwaiti Retail Services Market: Why Are Satisfied Buyers Not Always Loyal Buyers?, International Review of Retail, Distribution and Consumer Research 25(1): 55-71.
Purbowo, A.N., Yulia, and Suryadi, A.I., 2017, Web Based Application Customer Relationship Management for Helping Sales Analysis on Bike Manufacturer, 2017 International Conference on Soft Computing, Intelligent System and Information Technology (ICSIIT): 347-52.
Purnawati, N.W. and Setyohadi, D.B., 2017, The Analysis of Implementation Business Model Canvas At The E-Marketplace Dipeta Company, Scientific Journal of Informatics 4(2):125-133.
Ramadhan, A.B., 2016, Peran E-CRM (Electronic Customer Relationship Management) Dalam Meningkatkan Kualitas Pelayanan (Studi pada Harris Hotel & Conventions Malang), 40(1): 194-98.
Rianto, dan Setyohadi, D.B., 2017, Mengukur Kesiapan Implementasi Customer Relationship Management (CRM) Model Application Service Provider (ASP) pada Usaha Mikro Kecil Menengah (UMKM) di Indonesia, Journal of Information Systems Engineering and Business Intelligence, 3(1): 26-32.
Saleh, M., Althonayan, A., Alhabib, A., Alrasheedi, E., Alqahtani, G., Saleh, A.H. 2015. Customer Satisfaction and Brand Switching Intention: A Study of Mobile Services in Saudi Arabia, Expert Journal of Marketing, 3(2): 62-72. http://marketing .expertjournals.com/23446773-309.
Setiawan, R.A., Setyohadi, D.B., and Pranowo, 2018, Understanding Custom-ers ’Intention to Use Social Network Sites as Complaint Channel: An Analysis of Young Customers’ Perspectives, The 2nd International Conference on Energy, Environmental and Information System (ICENIS 2017) 31:11014, https://www.e3s-conferences.org/articles/e3sconf/pdf/2018/06/e3sconf_icenis2018_11014.pdf.
Zahrotun, L., 2017, Implementation of Data Mining Technique for Customer Relation-ship Management (CRM) on Online Shop Tokodiapers.Com with Fuzzy c-Means Clustering, 2017 2nd International Conferences on Information Technology, Information Systems and Electrical Engineering (ICITISEE): 299-303. http://ieeexplore.ieee.org/document/8285515/.
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Published
30-07-2020
How to Cite
Patty, J. C. (2020). ANALISIS DAMPAK FAKTOR CUSTOMER RELATIONSHIP MANAGEMENT PADA PELANGGAN E-MARKETPLACE DI INDONESIA (STUDI KASUS: SHOPEE DAN BUKALAPAK). JURNAL TEKNOLOGI TECHNOSCIENTIA, 13(1), 35–42. https://doi.org/10.34151/technoscientia.v13i1.2969
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