Judul: Faktor-Faktor Customer Relationship Management yang Berpengaruh Terhadap Loyalitas Nasabah PT Bank BRI Unit Duren Jaya Bekasi
Abstrak: Dalam memenangkan persaingan, Bank tidak hanya fokus pada penjualan produk, tetapi juga membangun hubungan pelanggan berorientasi jangka panjang hingga menuju kesetiaan pelanggan. PT Bank Rakyat Indonesia (BRI) Unit Duren Jaya Bekasi sebagai bank pemerintah di Indonesia mempunyai pandangan jangka panjang meraih kepuasan total nasabah yang memiliki nilai loyalitas melalui penerapan Customer Relationship Management (CRM). Tujuan penelitian untuk : (1) Mengetahui bentuk CRM pada Bank BRI Unit Duren Jaya, (2) Menganalisis pengaruh CRM terhadap loyalitas nasabah dan (3) Menganalisis pengaruh peubah CRM yang paling berpengaruh dominan terhadap loyalitas nasabahnya. Pengumpulan data melalui data primer dan sekunder. Penarikan contoh dilakukan dengan teknik convinience, dengan jumlah responden 100 orang, serta analisis data dengan Regresi Linear Berganda dengan bantuan Software SPSS versi 16,0 for Windows. Dalam upaya meningkatkan loyalitas nasabah, Bank BRI Unit Duren Jaya melakukan aktivitas CRM, yaitu (1) Identifikasi Pelanggan dengan memberi kemudahan dalam memperoleh informasi nasabahnya dengan sistem informasi database yang terkait dengan Customer Information File (CIF), Knowing Your Customer (KYC) dan Sistem Informasi Debitur (SID); (2) Mengakuisisi Pihak bank dalam memberikan penanganan berbeda terhadap nasabah berbeda. Bank BRI unit ini memiliki karakteristik dan peringkat nasabah dengan kriteria nasabah prioritas; (3) Mempertahankan dengan memberikan pelayanan profesional kepada nasabahnya dengan melakukan penanganan keluhan secara baik dan cepat, selalu menjaga hubungan baik dan juga penghargaan; (4) Mengembangkan layanan dengan memberikan kemudahan transaksi cepat melalui ketersediaan teknologi seperti call center, web, e banking dan ketersediaan Anjungan Tunai Mandiri (ATM). Dari hasil uji regresi linear berganda, peubah CRM (X) berpengaruh secara keseluruhan terhadap peubah loyalitas nasabah (49,3%) dan uji F menunjukkan pengaruh nyata secara keseluruhan. Sedangkan secara parsial hanya dua peubah yang berpengaruh nyata, yaitu peubah aktivitas identify dan aktivitas retain dengan nilai koefisien regresi masing-masing 0,283 dan 0,312. Hal tersebut diperkuat oleh uji t yang menunjukkan dua peubah CRM tersebut berpengaruh nyata terhadap peubah loyalitas nasabah, yaitu identifikasi nasabah (X1) dan aktivitas mempertahankan nasabah (X3). Hal lainnya ditemukan bahwa peubah X3 memiliki pengaruh paling dominan terhadap loyalitas nasabah Bank BRI Unit Duren Jaya Bekasi, karena nilai koefisien regresinya paling besar (0,312).
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Judul: The Effect of Customer Relationship Management on Customer Loyalty at PT BRI Cibinong Branch, Bogor
Abstrak: The banking sector has an impact on a nation's economy. As a service provider, the success of a bank is mostly dependent on the quality of its services. The banking industry must use good customer relationship management (CRM) to create sustained competitiveness, as the cost of recruiting new customers is far higher than the cost of retaining existing ones. Implementing CRM requires consideration of people, processes, and technology. Bank BRI Cibinong is one of the BRI branch offices in Bogor's Cibinong District. Bank The fee-based income net profit achieved by BRI in 2019 was just 94.2 percent of the goal. Consequently, the growth performance of BRI's third party funds (DPK) relative to the average competition banking industry in December 2021 was lower than the growth of the competitor banking industry's DPK in October 2021. In 2021, BRI's time deposit instruments decreased by 6.50 percent. Utilization of technical advances plays a crucial role in supporting the business processes and digital transformation activities of BRI. To increase its fee base income, BRI must convince customers to accept technology-based services, particularly in suburban or even rural locations. One of BRI's initiatives to develop long-term client connections is its responsiveness in answering customer concerns. The processing of BRI Cibinong complaints is shown in the BRICare Cibinong Branch's key performance indicator (KPI), which indicates that 90% of customer complaint reports do not fulfill the assessment standards. Various factors are believed to influence the future success of the organization. The purpose of this research is to investigate the factors that impact customer satisfaction through customer relationship management (CRM) and their influence on customer loyalty. The study was done at the Bank BRI Cibinong branch in the Bogor Regency. The population and sample for this study are clients from all Bank BRI Cibinong labor units. Purposive sampling was used to collect data from 400 respondents. This study utilizes both primary and secondary data sources. The distribution of questionnaires to respondents was utilized to collect primary data. Questionnaire measurement scale utilizing a Likert scale. Analysis methods included descriptive analysis and Covariance- Based-Structural Equation Modeling (CB-SEM). Customer relationship management (CRM) variables such as complaint resolution, cross-selling, technology adoption, and customer appreciation have a positive effect on customer satisfaction. Consumers trust BRI has developed effective complaint management, cross-selling, technology adoption, and customer appreciation practices. Customer satisfaction has a positive effect on Bank BRI Cibinong's ability to increase customer loyalty. The coefficient value for customer satisfaction, which mediates the effect of complaint handling on customer loyalty, is greatest, Sektor perbankan memiliki pengaruh terhadap perekonomian suatu negara. Kualitas pelayanan merupakan syarat utama yang menentukan keberhasilan perbankansebagai perusahaan yang bergerak di bidang penyedia jasa. Penerapan manajemen hubungan pelanggan atau customer relationship management (CRM) yang efektif perlu di implementasikan industri perbankan untuk bisa menciptakan daya saing yang berkelanjutan mengingat biaya untuk memperoleh pelanggan baru jauh lebih tinggi daripada mempertahankan pelanggan yang sudah ada. Pelaksanaan CRM memperhatikan aspek people, process dan technology. Bank BRI Cibinong merupakan salah satu kantor cabang BRI di Kecamatan Cibinong, Kabupaten Bogor. Keberhasilan bisnis Bank BRI dalam pencapaian laba bersih fee based income
Keyword: Bank, CRM, Customer satisfaction, Customer loyalty, SEM

Judul: Synthesis of Apatite - Chitosan Composite Using Duck Eggshell and Chitosan with Temperature and pH Control
Abstrak: Composite of apatite-chitosan was prepared by using chitosan as polymer matrix. Calcium phosphate was prepared from CaO and (NH4)2HPO4, which the ratio Ca : P had to be 1.67. Chitosan is produced by deacetilase from biopolymer chitin. Duck eggshell (95% CaCO3) as starting material was converted to be calcium oxide (CaO) through calcinations with temperature 1000oC for 5 hours. In-situ and ex-situ methods were prepared from apatite and chitosan (dissolved with acetate acid 2%). Calcium phosphate prepared for bone implantation, but it is too fragile and brittle to be implant into the body. So addition of chitosan can decrease crystalinity and increase mechanic characteristic (tougher). Composite apatite-chitosan was resulted by fast precipitation. Fast precipitation was held in a breaker glass with nitrogen atmosphere, under controlled temperature at 37oC and pH 7, in order to increase amount of hydroxyapatite. Precipitation with CaO which was dropped by (NH4)2HPO4. Hydroxyapatite and chitosan were appearing at samples with in-situ and ex-situ methods which indicating by peak matching of XRD (closed lattice parameter, crystal size), overlapping at FTIR spectra and supporting by SEM picture (homogenous and agglomerated particle). However, it still needs further research to examine biocompatibility osteoconductive degree of sample by in-vivo and in-vitro test.
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