OPTIMALISASI CUSTOMER RELATIONSHIP MANAGEMENT (CRM) DALAM MENINGKATKAN LOYALITAS SANTRI DAN WALI SANTRI DI PONDOK PESANTREN

Authors

  • Tasya Nabila Putri UIN Raden Intan Lampung, Indonesia

DOI:

https://doi.org/10.34125/jkps.v10i2.465

Keywords:

Customer Relationship Management, Loyalitas santri dan wali santri, Pondok pesantren

Abstract

Optimizing CRM in Islamic boarding schools is not only about implementing new technology, but also about how the boarding school can build and maintain good relationships with all stakeholders, so that it can provide satisfaction and increase loyalty. This study aims to analyze (1) Optimizing HR performance in increasing loyalty in Diniyyah Putri Islamic boarding schools and Al Hikmah Islamic boarding schools (2) Optimizing CRM processes in increasing loyalty in Diniyyah Puyri Islamic boarding schools and Al Hikmah Islamic boarding schools (3) Optimizing CRM technology in increasing loyalty in Diniyyah Puyri Islamic boarding schools and Al Hikmah Islamic boarding schools. This study uses a qualitative descriptive research type. Data sources from primary and secondary data. Based on the results of the study, it shows that (1) Optimizing HR performance is carried out by providing socialization of the system that will be used and training for each field. (2) The CRM process provides convenience for both stakeholders of the boarding school to provide more effective and efficient services and guardians of students in receiving more transparent information both before (3) The technology applied in CRM through a website and application software-based system.

References

Bangun, C. S., Dachyar, M., & Nurcahyo, R. (2018). Developing Conceptual Model in Customer Relationship Management to Increase Customer Satisfaction for Private Higher Education Institution in Jakarta. SSRN Electronic Journal. https://doi.org/10.2139/ssrn.3248152

jumlah pondok pesantren. (n.d.). https://satudata.kemenag.go.id/dataset/detail/jumlah-pondok-pesantren-menurut-tipe

Kincaid. (2003). Customer Relationship Management: Getting It Right! Pearson Education. https://books.google.co.id/books?id=npLlmSgkY8gC

Kotler, P., & Keller, K. L. (2009). Manajemen pemasaran. edisi.

Lukas, A. P. (2001). Customer and Partner Relationship Management. Jakarta: Telematic Research Group.

Oesman, Y. M. (2011). Sukses Mengelola Marketing Mix, CRM, Customer Value, dan Customer Dependency (Kasus pada Pemasaran Shopping Center). https://api.semanticscholar.org/CorpusID:198588815

Peppers, D., & Rogers, M. (2004). Managing Customer Relationships: A Strategic Framework. Wiley. https://books.google.co.id/books?id=K4AVfoJX6wMC

Peraturan Pemerintah No. 17 Tahun 2010 Bab 2 Pasal 16 Ayat 1 tentang pengelolaan dan penyelenggaraan pendidikan yaitu dalam menyelenggarakan dan mengelola sistem pendidikan nasional, kementerian mengembangkan dan melaksanakan sistem informasi pendidikan n. (n.d.). https://peraturan.bpk.go.id/Details/5025/pp-no-17-tahun-2010

Sarifudin, S., & Maya, R. (2019). IMPLEMENTASI MANAJEMEN PEMASARAN JASA PENDIDIKAN DALAM MENINGKATKAN KEPUASAN PELANGGAN DI MADRASAH ALIYAH TERPADU (MAT) DARUL FALLAH BOGOR. Islamic Management: Jurnal Manajemen Pendidikan Islam, 2, 133. https://doi.org/10.30868/im.v2i02.513

Setiadi, N. (2003). Perilaku Konsumen: Konsep dan Implikasi untuk Strategi dan Penelitian Pemasaran.

Siahaan, H. (2008). Customer Relationship Manajemen (CRM) Sebagai Sarana Meraih Image Positif untuk Prpustakaan. Jurnal Studi Perpustakaan dan Informasi. Universitas Sumatera Utara, 4(2), 80–86.

Sin, L., Tse, A., & Yim, F. (2005). CRM: Conceptualization and scale development. European Journal of Marketing, 39, 1264–1290. https://doi.org/10.1108/03090560510623253

Yonaldi, S. (2011). Analisis Pengaruh Variabel Bauran Pemasaran (Marketing Mix) Terhadap Loyalitas Konsumen Produk Minuman Teh Botol Sosro Frestea (Studi Kasus Mahasiswa Universitas Andalas Padang). Jurnal Manajemen Dan Kewirausahaan, 2, 79–114.

Downloads

Published

2025-06-15

How to Cite

Putri, T. N. (2025). OPTIMALISASI CUSTOMER RELATIONSHIP MANAGEMENT (CRM) DALAM MENINGKATKAN LOYALITAS SANTRI DAN WALI SANTRI DI PONDOK PESANTREN. Jurnal Kepemimpinan Dan Pengurusan Sekolah, 10(2), 283–291. https://doi.org/10.34125/jkps.v10i2.465