Pengaruh Manajemen Hubungan Pelanggan Terhadap Inovasi Produk Pada Usaha Mikro Kecil Dan Menengah Di Perkampungan Industri Kecil, Pulo Gadung

Simaguci, Restia (2012) Pengaruh Manajemen Hubungan Pelanggan Terhadap Inovasi Produk Pada Usaha Mikro Kecil Dan Menengah Di Perkampungan Industri Kecil, Pulo Gadung. S1 thesis, STIE Indonesia Banking School.

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Abstract

This research studies about the effects of customer relationship management to product innovation in the small and medium micro enterprises in Small Industry Area (PIK) at Pulogadung. Four dimensions of customer relationship management are information sharing, customer involvement, long-term partnership, and joint problem-solving. This study use multiple regression analysis. Data are obtained by distributing questionnaires to 86 employees of SMME’s garment producers in Small Industry Area (PIK) at Pulogadung. The results of this study indicate that there are positive and significant influence between customer relationship management to product innovation. This occurs because SMEs have implemented customer relationship management to product innovation. The practical implications of the findings indicate that not all CRM activities contribute to product innovation. Managers should develop CRM based on the customer expectation in order to improve customer loyalty to the company. Keywords: Customer Relationship Management, Information Sharing, Customer Involvement, Long-term Partnership, Joint problem Solving, Product Innovation.

Item Type: Thesis (S1)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: KODEPRODI61201#Manajemen
Depositing User: Ms Dyta Medina
Date Deposited: 02 Nov 2020 08:57
Last Modified: 02 Nov 2020 08:57
URI: http://repository.ibs.ac.id/id/eprint/1390

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