Wibisana Kuspi Ramadhan, - (2021) IMPLEMENTASI CUSTOMER RELATIONSHIP MANAGEMENT (CRM) DALAM PROMOSI PERPUSTAKAAN BERBASIS INSTAGRAM (Studi Deskriptif Kuantitatif Pada Dinas Perpustakaan Dan Kearsipan Daerah Provinsi Jawa Barat). S1 thesis, Universitas Pendidikan Indonesia.
![[img]](http://repository.upi.edu/style/images/fileicons/text.png) |
Text
S_PSPI_1703117_Title.pdf Download (495kB) |
|
Text
S_PSPI_1703117_Chapter1.pdf Download (520kB) |
|
Text
S_PSPI_1703117_Chapter2.pdf Restricted to Staf Perpustakaan Download (558kB) |
|
Text
S_PSPI_1703117_Chapter3.pdf Download (1MB) |
|
Text
S_PSPI_1703117_Chapter4.pdf Restricted to Staf Perpustakaan Download (1MB) |
|
Text
S_PSPI_1703117_Chapter5.pdf Download (388kB) |
|
Text
S_PSPI_1703117_Appendix.pdf Restricted to Staf Perpustakaan Download (1MB) |
Abstract
Perkembangan teknologi menuntut perpustakaan untuk mengikuti perkembangan zaman dengan melibatkan teknologi pada layanan perpustakaan. Layanan perpustakaan yang terintegrasi dengan teknologi menjadi strategi untuk menjalin hubungan baik dengan pemustaka. Customer Relationship Management (CRM) pada perpustakaan merupakan strategi yang digunakan perpustakaan untuk menjalin hubungan baik dengan pemustaka. Salah satu perpustakaan yang mengintegrasikan teknologi dengan layanan perpustakaan adalah DISPUSIPDA JABAR Pengintegrasian layanan dengan teknologi yang dilakukan oleh DISPUSIPDA JABAR seperti aplikasi CANDIL, website DISPUSIPDA JABAR, serta akun instagram resmi @dispusipdajabar telah menempatkan keberadaan teknologi menjadi bagian penting dalam pelayanan demi menciptakan hubungan baik dengan pemustaka. Hal ini dapat menimbulkan kesalah pahaman bahwa hanya dengan teknologi dapat membuat perpustakaan mengembangkan hubungan dengan pemustaka. Tujuan dilaksanakannya penelitian ini adalah untuk mengetahui 1) Seberapa baik implementasi CRM dalam kegiatan promosi perpustakaan berbasis instagram di DISPUSIPDA JABAR; 2) Seberapa baik implementasi dimensi data dan teknologi CRM dalam kegiatan promosi perpustakaan berbasis instagram di DISPUSIPDA JABAR; 3) Seberapa baik implementasi dimensi sumber daya manusia CRM dalam kegiatan promosi perpustakaan berbasis instagram di DISPUSIPDA JABAR; 4) Seberapa baik implementasi dimensi proses CRM dalam kegiatan promosi perpustakaan berbasis instagram di DISPUSIPDA JABAR. Penelitian ini menggunakan metode deskriptif dengan pendekatan kuantitatif. Sampel dari penelitian adalah pengikut akun instagram @dispusipdajabar. Teknik penentuan sampel pada panilitian ini menggunakan simple random sampling. Instrumen yang digunakan menggunakan skala likert. Hasil penelitian menunjukan bahwa implementasi CRM dalam promosi perpustakaan berbasis instagram di DISPUSIPDA JABAR telah dilaksanakan dalam kategori baik. Adapun kegiatan dengan perolehan skor tertinggi yaitu dari dimensi proses CRM, sedangkan skor terendah diperoleh dari dimensi data dan teknologi. Kata Kunci: customer relationship management, perpustakaan umum, promosi perpustakaan ABSTRACT Wibisana Kuspi Ramadhan (1703117). Implementation of Customer Relationship Management (CRM) in Instagram Based Library Promotion (Quantitative Descriptive Study at The Regional Public Library and Archives Service of West Java Province). Thesis of Library and Information Science Study Program. Faculty of Education Science, Indonesia University of Education, Bandung, 2021. Technological developments require libraries to keep up with the times by involving technology in library services. Library services that are integrated with technology are a strategy to establish good relations with users. Customer Relationship Management (CRM) in libraries is a strategy used by libraries to establish good relationships with users. One of the libraries that integrates technology with library services is the DISPUSIPDA JABAR. The integration of services with technology carried out by the DISPUSIPDA JABAR such as the CANDIL application, the DISPUSIPDA JABAR website, and the official Instagram account @dispusipdajabar has placed the presence of technology as an important part of the service to create good relations with users. This can lead to the misconception that only technology can make libraries develop relationships with users. The purpose of this research is to find out 1) How well is the implementation of CRM in Instagram-based library promotion activities at DISPUSIPDA JABAR; 2) How well is the implementation of data dimensions and CRM technology in Instagram-based library promotion activities at DISPUSIPDA JABAR; 3) How well is the implementation of CRM human resource dimensions in Instagram-based library promotion activities at DISPUSIPDA JABAR; 4) How well is the implementation of CRM process dimensions in Instagram-based library promotion activities at DISPUSIPDA JABAR. This study uses a descriptive method with a quantitative approach. The sample of the research is followers of the Instagram account @dispusipdajabar. The technique of determining the sample in this research using simple random sampling. The instrument used is a Likert scale. The results showed that the implementation of CRM in Instagram-based library promotion at DISPUSIPDA JABAR was carried out in a good category. The activities with the highest scores were obtained from the CRM process dimension, while the lowest scores were obtained from the data and technology dimensions. Keywords: customer relationship management, public library, library promotion
| Item Type: | Thesis (S1) |
|---|---|
| Uncontrolled Keywords: | customer relationship management, perpustakaan umum, promosi perpustakaan |
| Subjects: | L Education > L Education (General) Z Bibliography. Library Science. Information Resources > Z004 Books. Writing. Paleography |
| Divisions: | Fakultas Ilmu Pendidikan > Program Studi Perpustakaan dan Informasi |
| Depositing User: | Wibisana Kuspi Ramadhan |
| Date Deposited: | 13 Sep 2021 05:14 |
| Last Modified: | 13 Sep 2021 05:14 |
| URI: | http://repository.upi.edu/id/eprint/66693 |
Actions (login required)
 |
View Item |