The Effect of Technology Infrastructure in Customer Relationship Management on Profit Increases with Customer Relationship Management (CRM) Process Mediation: An Empirical Study of the Indonesian Banking Industry

摘要

This research studies the effect of technology infrastructure in CRM on profit increases with CRM process mediation. It was conducted on conventional banks listed on the Financial Service Authority (OJK), whose Head Office is located on DKI Jakarta, excluding foreign banks and Islamic banks. The study sample consisted of 30 banks which were willing to return the research questionnaire. In testing the hypothesis on path analysis, the data was processed using LISREL 9, and its validity and reliability tested using SPSS v.22. The results found that the technology infrastructure in CRM significantly affects the CRM process, but that it has no effect on CRM on the profit increases. On the other hand, the CRM process can increase profits significantly, so it can mediate the effect of technology infrastructure in CRM on these increases. The research shows that the indicators of the CRM process and technology infrastructure in CRM are relatively high, but that profit growth is not determined by the technology infrastructure in CRM directly, and that the CRM process should mediate the effect on some banks that were part of the research sample.