Customer Engagement and Relationship Management's Effects on Business Performance in Digital Banks
CRM (Customer Relationship Management) is a tool used by businesses to understand customer demands and behavior in order to deliver the best possible customer service, preserve current relationships, and boost business success. In order to understand how customer engagement and customer relationship...
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| Format: | Article |
| Language: | English |
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Indonesian Institute for Counseling, Education and Therapy (IICET)
2024-03-01
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| Series: | JPPI (Jurnal Penelitian Pendidikan Indonesia) |
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| Online Access: | https://jurnal.iicet.org/index.php/jppi/article/view/2597 |
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| _version_ | 1832584622449360896 |
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| author | Elvera Elvera Sastra Mico |
| author_facet | Elvera Elvera Sastra Mico |
| author_sort | Elvera Elvera |
| collection | DOAJ |
| description | CRM (Customer Relationship Management) is a tool used by businesses to understand customer demands and behavior in order to deliver the best possible customer service, preserve current relationships, and boost business success. In order to understand how customer engagement and customer relationship management affect business success in digital banks, a study was done. The research population consists of 3.9 million digital bank users in total. 400 samples were acquired after simple random sampling, which was then used to calculate the Slovin formula at an acceptable level of 5%, and multiple linear regression analysis was performed. In this study, there are two independent variables: customer engagement and customer relationship management. The dependent variable is business performance. The results of this study suggest a tight connection between customer relationship management and customer engagement and the operational success of digital banks. The purpose of this research is to present data that the management of digital banks can utilize to make various decisions. |
| format | Article |
| id | doaj-art-dd44a8bc2fa54a41971be50fbf350b2c |
| institution | Kabale University |
| issn | 2477-8524 2502-8103 |
| language | English |
| publishDate | 2024-03-01 |
| publisher | Indonesian Institute for Counseling, Education and Therapy (IICET) |
| record_format | Article |
| series | JPPI (Jurnal Penelitian Pendidikan Indonesia) |
| spelling | doaj-art-dd44a8bc2fa54a41971be50fbf350b2c2025-01-27T12:25:45ZengIndonesian Institute for Counseling, Education and Therapy (IICET)JPPI (Jurnal Penelitian Pendidikan Indonesia)2477-85242502-81032024-03-0110152152810.29210/0202425971880Customer Engagement and Relationship Management's Effects on Business Performance in Digital BanksElvera Elvera0Sastra Mico1ITB is Lembah DempoITB is Lembah DempoCRM (Customer Relationship Management) is a tool used by businesses to understand customer demands and behavior in order to deliver the best possible customer service, preserve current relationships, and boost business success. In order to understand how customer engagement and customer relationship management affect business success in digital banks, a study was done. The research population consists of 3.9 million digital bank users in total. 400 samples were acquired after simple random sampling, which was then used to calculate the Slovin formula at an acceptable level of 5%, and multiple linear regression analysis was performed. In this study, there are two independent variables: customer engagement and customer relationship management. The dependent variable is business performance. The results of this study suggest a tight connection between customer relationship management and customer engagement and the operational success of digital banks. The purpose of this research is to present data that the management of digital banks can utilize to make various decisions.https://jurnal.iicet.org/index.php/jppi/article/view/2597customer relationship management, customer engagement, business performance, digital bank, multiple linear regression |
| spellingShingle | Elvera Elvera Sastra Mico Customer Engagement and Relationship Management's Effects on Business Performance in Digital Banks JPPI (Jurnal Penelitian Pendidikan Indonesia) customer relationship management, customer engagement, business performance, digital bank, multiple linear regression |
| title | Customer Engagement and Relationship Management's Effects on Business Performance in Digital Banks |
| title_full | Customer Engagement and Relationship Management's Effects on Business Performance in Digital Banks |
| title_fullStr | Customer Engagement and Relationship Management's Effects on Business Performance in Digital Banks |
| title_full_unstemmed | Customer Engagement and Relationship Management's Effects on Business Performance in Digital Banks |
| title_short | Customer Engagement and Relationship Management's Effects on Business Performance in Digital Banks |
| title_sort | customer engagement and relationship management s effects on business performance in digital banks |
| topic | customer relationship management, customer engagement, business performance, digital bank, multiple linear regression |
| url | https://jurnal.iicet.org/index.php/jppi/article/view/2597 |
| work_keys_str_mv | AT elveraelvera customerengagementandrelationshipmanagementseffectsonbusinessperformanceindigitalbanks AT sastramico customerengagementandrelationshipmanagementseffectsonbusinessperformanceindigitalbanks |