TY - JOUR
T1 - Structural Analysis of Factors Influencing CRM Success in Oil and Gas Company
AU - Mudjahidin, Mudjahidin
AU - Aristio, Andre Parvian
AU - Azmy, Sausan Aulia Nur
AU - Junaedi, Lukman
AU - Putri, Anggita Aisyah
N1 - Publisher Copyright:
© 2023 The Authors. Published by Elsevier B.V.
PY - 2024
Y1 - 2024
N2 - In Indonesia, Customer Relationship Management (CRM) has been widely adopted in many companies, including oil and gas companies (OGC). The CRM implementation was done to improve the company's performance. However, research studying the relationship between CRM and OGC's performance remains limited. Therefore, an in-depth analysis examining the conceptual model of CRM factors is needed so that OGC can understand how to improve its performance through the implementation of CRM. This research describes in detail the conceptual model that shows the relations of CRM factors with OGC performance to obtain the relationship between variables. Partial Least Square Structural Equation Modeling (PLS-SEM) method was used to analyze the model. There are six variables, five hypotheses, and 26 indicators. Results showed that only 4 of the hypotheses are supported. One factor, information technology, results in positive yet insignificant influence, thereby failing to support the hypothesis at hand. With this research, the model is provided for OGC as a reference to improve its performance through CRM implementation.
AB - In Indonesia, Customer Relationship Management (CRM) has been widely adopted in many companies, including oil and gas companies (OGC). The CRM implementation was done to improve the company's performance. However, research studying the relationship between CRM and OGC's performance remains limited. Therefore, an in-depth analysis examining the conceptual model of CRM factors is needed so that OGC can understand how to improve its performance through the implementation of CRM. This research describes in detail the conceptual model that shows the relations of CRM factors with OGC performance to obtain the relationship between variables. Partial Least Square Structural Equation Modeling (PLS-SEM) method was used to analyze the model. There are six variables, five hypotheses, and 26 indicators. Results showed that only 4 of the hypotheses are supported. One factor, information technology, results in positive yet insignificant influence, thereby failing to support the hypothesis at hand. With this research, the model is provided for OGC as a reference to improve its performance through CRM implementation.
KW - Customer Relationhip Management
KW - Indonesian Oil and Gas Company
KW - company performance
KW - conceptual model
UR - http://www.scopus.com/inward/record.url?scp=85193199852&partnerID=8YFLogxK
U2 - 10.1016/j.procs.2024.03.071
DO - 10.1016/j.procs.2024.03.071
M3 - Conference article
AN - SCOPUS:85193199852
SN - 1877-0509
VL - 234
SP - 845
EP - 851
JO - Procedia Computer Science
JF - Procedia Computer Science
T2 - 7th Information Systems International Conference, ISICO 2023
Y2 - 26 July 2023 through 28 July 2023
ER -