{"id":"https://openalex.org/W4387713283","doi":"https://doi.org/10.1109/icimtech59029.2023.10277947","title":"Model of Customer Relationship Management Systems Evaluation Using Factor Analysis","display_name":"Model of Customer Relationship Management Systems Evaluation Using Factor Analysis","publication_year":2023,"publication_date":"2023-08-24","ids":{"openalex":"https://openalex.org/W4387713283","doi":"https://doi.org/10.1109/icimtech59029.2023.10277947"},"language":"en","primary_location":{"id":"doi:10.1109/icimtech59029.2023.10277947","is_oa":false,"landing_page_url":"http://dx.doi.org/10.1109/icimtech59029.2023.10277947","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2023 International Conference on Information Management and Technology (ICIMTech)","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5001776124","display_name":"Wahyu Sardjono","orcid":"https://orcid.org/0000-0002-9471-8026"},"institutions":[{"id":"https://openalex.org/I166073570","display_name":"Binus University","ror":"https://ror.org/03zmf4s77","country_code":"ID","type":"education","lineage":["https://openalex.org/I166073570"]}],"countries":["ID"],"is_corresponding":true,"raw_author_name":"Wahyu Sardjono","raw_affiliation_strings":["BINUS Graduate Program - Master of Information Systems Management Bina Nusantara University,Information Systems Management Department,Jakarta,Indonesia,11480"],"affiliations":[{"raw_affiliation_string":"BINUS Graduate Program - Master of Information Systems Management Bina Nusantara University,Information Systems Management Department,Jakarta,Indonesia,11480","institution_ids":["https://openalex.org/I166073570"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5013621970","display_name":"Desi Maya Kristin","orcid":null},"institutions":[{"id":"https://openalex.org/I166073570","display_name":"Binus University","ror":"https://ror.org/03zmf4s77","country_code":"ID","type":"education","lineage":["https://openalex.org/I166073570"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Desi Maya Kristin","raw_affiliation_strings":["School of Information Systems, Bina Nusantara University,Information Systems Department,Jakarta,Indonesia,11480"],"affiliations":[{"raw_affiliation_string":"School of Information Systems, Bina Nusantara University,Information Systems Department,Jakarta,Indonesia,11480","institution_ids":["https://openalex.org/I166073570"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5032900558","display_name":"Gustian Rama Putra","orcid":"https://orcid.org/0000-0003-1051-4454"},"institutions":[{"id":"https://openalex.org/I70054679","display_name":"Pakuan University","ror":"https://ror.org/03r7ras86","country_code":"ID","type":"education","lineage":["https://openalex.org/I70054679"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Gustian Rama Putra","raw_affiliation_strings":["Pakuan University,Computer Science Study Program, Faculty of Mathematics & Natural Sciences,Bogor,Indonesia"],"affiliations":[{"raw_affiliation_string":"Pakuan University,Computer Science Study Program, Faculty of Mathematics & Natural Sciences,Bogor,Indonesia","institution_ids":["https://openalex.org/I70054679"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5001776124"],"corresponding_institution_ids":["https://openalex.org/I166073570"],"apc_list":null,"apc_paid":null,"fwci":0.3265,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.67355681,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":94},"biblio":{"volume":"13","issue":null,"first_page":"784","last_page":"788"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9991999864578247,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9991999864578247,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9801999926567078,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9753999710083008,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.7159641981124878},{"id":"https://openalex.org/keywords/reliability","display_name":"Reliability (semiconductor)","score":0.6135468482971191},{"id":"https://openalex.org/keywords/regression-analysis","display_name":"Regression analysis","score":0.5882695317268372},{"id":"https://openalex.org/keywords/relation","display_name":"Relation (database)","score":0.53360915184021},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5077286958694458},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.48677587509155273},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.4450327455997467},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.43993696570396423},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.4179023802280426},{"id":"https://openalex.org/keywords/enterprise-relationship-management","display_name":"Enterprise relationship management","score":0.4158041179180145},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.4144926071166992},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.3778948485851288},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.20256686210632324},{"id":"https://openalex.org/keywords/data-mining","display_name":"Data mining","score":0.14858627319335938}],"concepts":[{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.7159641981124878},{"id":"https://openalex.org/C43214815","wikidata":"https://www.wikidata.org/wiki/Q7310987","display_name":"Reliability (semiconductor)","level":3,"score":0.6135468482971191},{"id":"https://openalex.org/C152877465","wikidata":"https://www.wikidata.org/wiki/Q208042","display_name":"Regression analysis","level":2,"score":0.5882695317268372},{"id":"https://openalex.org/C25343380","wikidata":"https://www.wikidata.org/wiki/Q277521","display_name":"Relation (database)","level":2,"score":0.53360915184021},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5077286958694458},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.48677587509155273},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4450327455997467},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.43993696570396423},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.4179023802280426},{"id":"https://openalex.org/C27850374","wikidata":"https://www.wikidata.org/wiki/Q5380405","display_name":"Enterprise relationship management","level":5,"score":0.4158041179180145},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4144926071166992},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.3778948485851288},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.20256686210632324},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.14858627319335938},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C163258240","wikidata":"https://www.wikidata.org/wiki/Q25342","display_name":"Power (physics)","level":2,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/icimtech59029.2023.10277947","is_oa":false,"landing_page_url":"http://dx.doi.org/10.1109/icimtech59029.2023.10277947","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2023 International Conference on Information Management and Technology (ICIMTech)","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":23,"referenced_works":["https://openalex.org/W756447927","https://openalex.org/W1519065481","https://openalex.org/W2006091427","https://openalex.org/W2055410913","https://openalex.org/W2084156729","https://openalex.org/W2085103830","https://openalex.org/W2091081536","https://openalex.org/W2167397158","https://openalex.org/W2313130030","https://openalex.org/W2344981845","https://openalex.org/W2378906749","https://openalex.org/W2607242841","https://openalex.org/W2783702558","https://openalex.org/W2896372512","https://openalex.org/W2976531474","https://openalex.org/W2978030683","https://openalex.org/W2979374225","https://openalex.org/W3012793658","https://openalex.org/W3041484286","https://openalex.org/W3134892806","https://openalex.org/W4389401936","https://openalex.org/W6704662415","https://openalex.org/W6761721706"],"related_works":["https://openalex.org/W2526888397","https://openalex.org/W4380362489","https://openalex.org/W2550524671","https://openalex.org/W4312261103","https://openalex.org/W2382340646","https://openalex.org/W2354588014","https://openalex.org/W3215250348","https://openalex.org/W2323655705","https://openalex.org/W2545800059","https://openalex.org/W1996811098"],"abstract_inverted_index":{"Relationship":[0,23],"with":[1],"customers":[2],"is":[3],"one":[4,40],"of":[5,99,114,131],"the":[6,60,67,82,132],"most":[7],"crucial":[8],"factors":[9,70,108],"in":[10,50],"business":[11],"continuity":[12],"and":[13,28,32,59,80,120],"development.":[14],"Many":[15],"current":[16],"businesses":[17],"have":[18],"started":[19],"delving":[20],"into":[21],"Customer":[22,121],"Management":[24],"(CRM)":[25],"to":[26,65],"establish":[27],"maintain":[29],"their":[30,51,56],"sales":[31,53,58],"customer":[33],"relationships.":[34],"This":[35,62],"research":[36,87],"was":[37,88],"conducted":[38,89],"on":[39],"retail":[41],"company":[42],"that":[43,103],"implements":[44],"CRM":[45,111,116,118,134],"but":[46],"experiencing":[47],"a":[48,76,92,128],"gap":[49],"unit":[52],"performance":[54],"between":[55],"targeted":[57],"realization.":[61],"study":[63,101],"aims":[64],"analyze":[66],"gaps":[68],"causing":[69,107],"using":[71,91],"Factor":[72],"Analysis":[73],"Method,":[74],"constructing":[75],"suitable":[77],"regression":[78,129],"model,":[79],"proposing":[81],"company's":[83,133],"necessary":[84],"strategy.":[85],"The":[86,97],"quantitatively":[90],"questionnaire":[93],"from":[94],"264":[95],"respondents.":[96],"result":[98],"this":[100],"showed":[102],"there":[104],"are":[105,110],"five":[106],"which":[109],"Reliability,":[112],"Underutilization":[113],"CRM,":[115],"Capability,":[117],"Unpreparedness,":[119],"Relation":[122],"Quality,":[123],"as":[124,126],"well":[125],"forming":[127],"model":[130],"performance.":[135]},"counts_by_year":[{"year":2024,"cited_by_count":1}],"updated_date":"2025-12-25T23:11:45.687758","created_date":"2025-10-10T00:00:00"}