Haiva Rahmaningrum, - (2023) PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM) DI PERPUSTAKAAN UMUM DAERAH KABUPATEN BOGOR: Studi Kasus pada Perpustakaan Umum Daerah Kabupaten Bogor. S1 thesis, Universitas Pendidikan Indonesia.
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S_PSPI_1804918_Chapter1.pdf Download (185kB) |
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Abstract
Penelitian yang dilakukan di Perpustakaan Umum Daerah Kabupaten Bogor ini bertujuan untuk mengetahui penerapan kegiatan Customer Relationship Management (CRM) di Perpustakaan Umum Daerah Kabupaten Bogor. Khususnya penerapan dalam tercapainya tiga target Customer Relationship Management (CRM) menurut Kalakota dan Robinson CRM yang terdiri dari mengidentifikasi pelanggan baru (Acquire), meningkatkan hubungan dengan pelanggan yang sudah ada (Enhance), dan mempertahankan pelanggan (Retain). Penelitian dilakukan menggunakan jenis pendekatan kualitatif dengan metode penelitian studi kasus. Dalam menentukan informan dilakukan dengan metode purposive sampling dengan tujuan mendapatkan informan yang tepat untuk membagikan data yang dibutuhkan secara mendalam. Pengumpulan data dilakukan dengan teknik wawancara kepada informan yang telah ditentukan berjumlah 4 (empat) orang. Hasil penelitian menunjukkan bahwa Perpustakaan Umum Daerah Kabupaten Bogor mampu menerapkan Customer Relationship Management (CRM) dengan cukup baik walaupun masih terdapat beberapa keterbatasan. Penerapan ini mampu meningkatkan kualitas hubungan dengan pemustaka Perpustakaan Umum Daerah Kabupaten Bogor dan membantu kinerja pustakawan dalam melayani dan upaya memenuhi kebutuhan informasi pemustaka. Penelitian ini memberikan implikasi dalam hal penerapan Customer Relationshi Management (CRM) dalam mengidentifikasi pelanggan baru, penerapan Customer Relationship Management (CRM) dalam meningkatkan hubungan dengan pelanggan yang sudah ada, serta penerapan Customer Relationship Management (CRM) dalam mempertahankan pelanggan sesuai dengan pernyataan tiga target CRM yang terdiri dari mengidentifikasi pelanggan baru (Acquire), meningkatkan hubungan dengan pelanggan yang sudah ada (Enhance), dan mempertahankan pelanggan (Retain). Upaya yang dilakukan oleh perpustakaan untuk menarik perhatian pemustaka baru adalah salah satunya dengan giat melakukan promosi. Meningkatkan hubungan dengan pemustaka yang sudah ada dengan cara menjaga hubungan dengan kolega perpustakaan dan menerima rekomendasi koleksi yang dibutuhkan dari pemustaka, Upaya untuk mempertahankan pemustaka dengan memberikan hadiah kepada pemustaka sebagai bentuk loyalitas pemustaka. Hasil penelitian ini diharapkan dapat memberikan manfaat dan rekomendasi bagi Perpustakaan Umum Daerah Kabupaten Bogor, penulis, dan penulis lain. The research conducted at Perpustakaan Umum Daerah Kabupaten Bogor aims to find out the application of Customer Relationship Management (CRM) activities at the Bogor Regency Regional Public Library. Especially the application in achieving the three targets of Customer Relationship Management (CRM) according to Kalakota and Robinson CRM which consists of identifying new customers (Acquire), improving relationships with existing customers (Enhance), and retaining customers (Retain). The research was conducted using a qualitative approach with a case study research method. In determining informants, purposive sampling method was used with the aim of getting the right informants to share the required data in depth. Data collection was carried out using interview techniques to informants who had been determined totaling 4 (four) people. The results showed that the for Perpustakaan Umum Daerah Kabupaten Bogor was able to implement Customer Relationship Management (CRM) quite well even though there were still some limitations. This application is able to improve the quality of relationships with library users of for Perpustakaan Umum Daerah Kabupaten Bogor and help the performance of librarians in serving and fulfilling library information needs. This research provides implications in terms of the application of Customer Relationship Management (CRM) in identifying new customers, the application of Customer Relationship Management (CRM) in improving relationships with existing customers, and the application of Customer Relationship Management (CRM) in retaining customers in accordance with the statement of the three CRM targets consisting of identifying new customers (Acquire), improving relationships with existing customers (Enhance), and retaining customers (Retain). Efforts made by the library to attract new users are one of them by actively promoting. Improving relationships with existing users by maintaining relationships with library colleagues and receiving recommendations for collections needed from users, Efforts to retain users by giving gifts to visitors as a form of library loyalty. The results of this study are expected to provide benefits and recommendations for the Perpustakaan Umum Daerah Kabupaten Bogor, writer, and other writers.
| Item Type: | Thesis (S1) |
|---|---|
| Additional Information: | https://scholar.google.com/citations?view_op=new_profile&hl=en ID SINTA Dosen Pembimbing: Linda Setiawati: 5995101 Hana Silvana: 5994816 |
| Uncontrolled Keywords: | Customer Relationship Management, Loyalitas, Pemasaran, Perpustakaan Customer Relationship Management, Library, Loyalty, Marketing |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HE Transportation and Communications Z Bibliography. Library Science. Information Resources > Z719 Libraries (General) |
| Divisions: | Fakultas Ilmu Pendidikan > Program Studi Perpustakaan dan Informasi |
| Depositing User: | Haiva rahmaningrum |
| Date Deposited: | 02 Apr 2024 02:07 |
| Last Modified: | 02 Apr 2024 02:07 |
| URI: | http://repository.upi.edu/id/eprint/116577 |
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