THE INFLUENCE OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) ON LIBRARY IMAGE

Muhammad Ihsan; Widyapuri Prasastiningtyas

doi:10.61397/tla.v2i3.367

Authors

Muhammad Ihsan Universitas Sangga Buana YPKP
Widyapuri Prasastiningtyas Universitas Sangga Buana YPKP

DOI:

https://doi.org/10.61397/tla.v2i3.367

Keywords:

Customer Relationship Management (CRM), image, library, service

Abstract

Research was conducted to determine the influence of Customer Relationship Management (CRM) on the image of libraries at the Bandung City Archives and Library Service. This research uses quantitative methods with descriptive research type, and the data analysis techniques used are descriptive analysis and multiple linear regression analysis. Based on the results of simultaneous hypothesis testing, Customer Relationship Management (CRM) has a significant effect on the image of the Bandung City Archives and Library Service. This is proven by Fcount > Ftable (30.343 > 2.440) with a significance level of 0.000 < 0.0005. Based on the results of partial hypothesis testing (t-test), it was found that data, technology, human resources, and process variables had a significant effect on the image of the Bandung City Archives and Library Service. Based on the coefficient of determination, it was found that Customer Relationship Management (CRM) was able to explain 47.7% of the library's image, while the remaining 52.3% was influenced by other factors that were not researched.

References

Achyarsyah, P., Nur, M., Indriyanto, E., & Digdowiseiso, K. (2023). The Impact of The Application of Forensic Accounting on Fraud: A Literature Study. INTERNATIONAL JOURNAL OF ECONOMICS, MANAGEMENT, BUSINESS, AND SOCIAL SCIENCE (IJEMBIS), 3(2), Article 2. https://doi.org/10.59889/ijembis.v3i2.246

Aida Alfita, Banu Sulaeman Mubaraq, & Noerma Kurnia Fajarwati. (2024). Inovasi Pelayanan Publik Menggunakan Co Creation: Studi Kasus Kota Bandung. Filosofi : Publikasi Ilmu Komunikasi, Desain, Seni Budaya, 1(2), 92–102. https://doi.org/10.62383/filosofi.v1i2.75

Ajzen, I. (2020). The theory of planned behavior: Frequently asked questions. Human Behavior and Emerging Technologies, 2(4), 314–324. https://doi.org/10.1002/hbe2.195

Alam, M. M. D., & Noor, N. A. M. (2020). The Relationship Between Service Quality, Corporate Image, and Customer Loyalty of Generation Y: An Application of S-O-R Paradigm in the Context of Superstores in Bangladesh. Sage Open, 10(2), 2158244020924405. https://doi.org/10.1177/2158244020924405

Al‐Shamsi, H. O., Alhazzani, W., Alhuraiji, A., Coomes, E. A., Chemaly, R. F., Almuhanna, M., Wolff, R. A., Ibrahim, N. K., Chua, M. L. K., Hotte, S. J., Meyers, B. M., Elfiki, T., Curigliano, G., Eng, C., Grothey, A., & Xie, C. (2020). A Practical Approach to the Management of Cancer Patients During the Novel Coronavirus Disease 2019 (COVID‐19) Pandemic: An International Collaborative Group. The Oncologist, 25(6), e936–e945. https://doi.org/10.1634/theoncologist.2020-0213

Amon, L., & Bustami, M. R. (2021). Implementation of School-Based Management in Curriculum and Learning Processes: A Literatur Review. Jurnal Pendidikan Dasar Dan Menengah (Dikdasmen), 1–11.

Aripin, Z., Faisal, I., & Ruchiyat, E. (2024). NAVIGATING EQUITY CROWDFUNDING: INFORMATIONAL VS. RELATIONAL INFLUENCE ON INVESTOR BEHAVIOR. Journal of Jabar Economic Society Networking Forum, 1(6), Article 6.

Davis, F. D., & Granić, A. (2024). The Technology Acceptance Model: 30 Years of TAM. Springer International Publishing. https://doi.org/10.1007/978-3-030-45274-2

Diaa, N. M. (2022). Investigating the effect of augmented reality on customer brand engagement: The mediating role of technology attributes. The Business and Management Review, 13(02). https://doi.org/10.24052/BMR/V13NU02/ART-31

Djaali, P. D. H. (2021). METODOLOGI PENELITIAN KUANTITATIF. Bumi Aksara. http://repo.iainbatusangkar.ac.id/xmlui/handle/123456789/22503

Gupta, V., Galati, A., & Sharma, S. (2023). Explore, eat and revisit: Does local food consumption value influence the destination’s food image? British Food Journal, 125(12), 4639–4661. https://doi.org/10.1108/BFJ-10-2022-0844

Hu, C.-P., & Chang, Y.-Y. (2017). John W. Creswell, Research Design: Qualitative, Quantitative, and Mixed Methods Approaches. Journal of Social and Administrative Sciences, 4(2), Article 2. https://doi.org/10.1453/jsas.v4i2.1313

Katz, E., Lazarsfeld, P. F., & Roper, E. (2017). Personal Influence: The Part Played by People in the Flow of Mass Communications. Routledge. https://doi.org/10.4324/9781315126234

Lewis, B. D., & Pattinasarany, D. (2009). Determining Citizen Satisfaction with Local Public Education in Indonesia: The Significance of Actual Service Quality and Governance Conditions. Growth and Change, 40(1), 85–115. https://doi.org/10.1111/j.1468-2257.2008.00462.x

Muhonen, A., Saarti, J., & Vattulainen, P. (2010). Managing the life cycles of the document and library collections in Finnish academic libraries: Two case studies: Aalto and UEF. Library Management, 31(8/9), 669–677. https://doi.org/10.1108/01435121011093432

Ngelyaratan, D., & Soediantono, D. (2022). Customer Relationship Management (CRM) and Recommendation for Implementation in the Defense Industry: A Literature Review. Journal of Industrial Engineering & Management Research, 3(3), Article 3. https://doi.org/10.7777/jiemar.v3i3.279

Othman, B. A., Harun, A., Almeida, N. M. D., & Sadq, Z. M. (2020). The effects on customer satisfaction and customer loyalty by integrating marketing communication and after sale service into the traditional marketing mix model of Umrah travel services in Malaysia. Journal of Islamic Marketing, 12(2), 363–388. https://doi.org/10.1108/JIMA-09-2019-0198

Prahalad, C. K., & Ramaswamy, V. (2004). Co‐creating unique value with customers. Strategy & Leadership, 32(3), 4–9. https://doi.org/10.1108/10878570410699249

Putra, I., Sulistiyo, U., Diah, E., Rahayu, S., & Hidayat, S. (2022). The Influence of Internal Audit, Risk Management, Whistleblowing System and Big Data Analytics on the Financial Crime Behavior Prevention. Cogent Economics & Finance, 10(1), 2148363. https://doi.org/10.1080/23322039.2022.2148363

Tannady, H., & Purnamaningsih, P. (2023). Determinant Factors Customer Satisfaction and its Implication on Customer Loyalty: From the Perspective of Customers of Vespa. International Journal of Science, Technology & Management, 4(2), Article 2. https://doi.org/10.46729/ijstm.v4i2.786

Zaelani, A. S., & Adialita, T. (2024). Pengaruh E-Service Quality terhadap Repurchase Intention yang Dimediasi oleh Customer Satisfaction Pengguna E-Commerce Tokopedia di Kabupaten Bandung Barat. J-MAS (Jurnal Manajemen Dan Sains), 9(1), Article 1. https://doi.org/10.33087/jmas.v9i1.1766

Zanal Abidin, N. S., Shaifuddin, N., & Wan Mohd Saman, W. S. (2023). Systematic Literature Review of the Bibliotherapy Practices in Public Libraries in Supporting Communities’ Mental Health and Wellbeing. Public Library Quarterly, 42(2), 124–140. https://doi.org/10.1080/01616846.2021.2009291