Adoption of enterprise information system (EIS) in Malaysian small and medium enterprises (SMEs)

Hashim, Rugayah; Majeed, Abu Bakar Abdul; Ahmad, Jasmine; Rahim, Memiyanty Abdul; Kaliannan, Maniam; Teo, Stephen; Lan, Yi-chen; Kuppusamy, Mudiarasan

doi:10.1109/isbeia.2012.6422920

Cited by 6 publications

(7 citation statements)

References 36 publications

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Section: Introductionmentioning

confidence: 99%

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Electronic Customer Relationship Management (E-CRM) Modeling on Micro, Small and Medium Enterprises (MSMEs) Banten

Rosalina¹,

Mulyanah²,

Malik³

2017

IJCA

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Micro Small and Medium Enterprises (MSMEs) Banten region are still largely managed by conventional methods, the touch of information technology has not been optimal. One of the modern business approaches is to pay attention to customer factors, not just before the transaction, but also after the transaction which is no less important. The Information Technology system used to manage customers with the purpose of increasing customer retention is called Customer Relationship Management (CRM). The existing CRM software is more oriented to large established companies, so it will cause some discrepancies when those are applied in MSMEs. This research tried to develop E-CRM software based on business needs of MSMEs in Banten by using local approach in order to facilitate user in its usage. The features in E-CRM will help MSMEs in implementing customer relationship management so as to enhance their competitiveness with other companies in maintaining the business they run and as a means of acquiring a wider new market. The approach used was using the model of 'localization' through the observations made on MSMEs business incorporated in the Association of Micro Small and Medium Entrepreneurs Indonesia (HIPMIKINDO) of Banten region. Identification and analysis of system requirements using the Zachman Framework was done in order to obtain a complete and comprehensive picture. The results of this research are expected to provide an overview of the characteristics of E-CRM modeling on MSMEs in Banten region.

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Section: Introductionmentioning

confidence: 99%

“…By utilizing information technology to manage its business performance, SMEs in Malaysia are able to increase their competitive advantage in facing increasingly fierce business competition [4].…”

Section: Introductionmentioning

confidence: 99%

Electronic Customer Relationship Management (E-CRM) Modeling on Micro, Small and Medium Enterprises (MSMEs) Banten

Rosalina¹,

Mulyanah²,

Malik³

2017

IJCA

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“…Terdapat beberapa penelitian yang menunjukkan hal tersebut. Dalam penelitian terhadap usaha kecil menengah (UKM) di Malaysia (Hashim, 2012), ditemukan sebanyak 48.8% pelaku usaha kecil menengah di Malaysia sudah menerapkan sistem informasi untuk menunjang proses bisnisnya. Dengan memanfaatkan teknologi informasi untuk mengelola kinerja usahanya, UKM di Malaysia mampu untuk meningkatkan keunggulan kompetitif mereka dalam menghadapi persaingan usaha yang semakin ketat.…”

Section: Landasan Teori 21 Pemanfaatan Teknologi Informasi Pada Umkmunclassified

Pengimplementasian CRM Pada Pembangunan E-Commerce untuk Usaha Mikro Kecil Menengah (Studi Kasus: Dolanan Puzzle)

Pramudiya¹,

Handarkho

Rahayu

2015

JBI

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Abstract. Using information technology to gain competitive advantage is no longer dominated by big enterprises. Other business units such as MSMEs (Micro Small Medium Enterprises) also start to adopt information technology into their business. E-Commerce is an example of technology that can be used easily to selling and marketing a product. Marketing in E-Commerce can still be improved by integrating CRM (Customer Relationship Management) concept into it. Dolanan Puzzle is an example of MSME focusing on tools of educational games in Yogyakarta. Currently Dolanan Puzzle still uses manual method to run their business. It limits the market of Dolanan Puzzle and it is hard to reach their customers. Integration of E-Commerce with CRM can be a solution for Dolanan Puzzle to develop their business. Using E-Commerce as an online store enables customers to reach Dolanan Puzzle easily. Further more, marketing product from Dolanan Puzzle can also be improved by using implementation of CRM in E-Commerce. Keywords: CRM, E-Commerce, Marketing, Customer, MSMEÂ Abstrak. Tren pemanfaatan teknologi informasi untuk meingkatkan keunggulan kompetitif tidak lagi di dominasi oleh usaha berskala besar saja. Unit usaha seperti UMKM (Usaha Mikro Kecil Menengah) juga secara bertahap mulai mengadopsi teknologi informasi. E-Commerce merupakan contoh teknologi yang tepat untuk diterapkan pada UMKM dikarenakan dapat menjadi wadah berjualan dan promosi secara online. Pemasaran di dalam E-Commerce pun dapat ditingkatkan dengan penerapan CRM (Customer Relationship Management). Dolanan Puzzle adalah contoh UMKM produsen Alat Permainan Edukatif di Yogyakarta. Saat ini Dolanan Puzzle belum memanfaatkan teknologi informasi dalam bisnisnya. Hal itu membuat pemasaran dari Dolanan Puzzle tersebut sangat terbatas dan hanya sedikit masyarakat yang mengetahui tentang Dolanan Puzzle. Pembuatan E-Commerce dengan pengimplementasian CRM di dalamnya dapat menjadi jalan keluar untuk Dolanan Puzzle dalam mengembangkan usahanya. Adanya E-Commerce sebagai toko online Dolanan Puzzle memudahkan pelanggan dalam mencarinya. Promosi dari Dolanan Puzzle pun dapat ditingkatkan dengan penerapan CRM pada E-Commerce Dolanan Puzzle tersebut. Kata Kunci: CRM, E-Commerce, promosi, pelanggan, UMKM

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“…In 2012 there is a publication of research on small and medium enterprises (SMEs) in Malaysia (Hashim, 2012), which found that 48.8% of small and medium entrepreneurs in Malaysia have enforced information systems to help their business progresses. By using information technology to manage its business realization, SMEs in Malaysia are able to increase their competitive advantage in facing increasingly fierce business competition [3]. In the same year 2012, there also found a research publication that demonstrates how the concept of CRM can be enforced on small businesses to help improve and encourage the achievement of a business unit.…”

Section: Introductionmentioning

confidence: 99%

Electronic Customer Relationship Management (E-CRM) Modeling As Efforts to Increase Customer Retention of Micro Small and Medium Enterprises (MSMEs) in Banten

Rosalina¹,

Hamdan²,

Saefudin³

2019

Preprint

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Micro Small and Medium Enterprises (MSMEs) in Banten are still largely operated by traditional methods. Information technology has not been maximally used. Currently, modern business approach cares for customer factors intentionally, not only before but after the transaction as well. The Information Technology system used to maintain customers with the purpose of increasing customer retention which is called Customer Relationship Management (CRM). The current CRM software is more adapt to large established corporations, so it will cause some differences when applied to MSMEs. This research tried to model Electronic Customer Relationship Management (E-CRM) software tailored to the business needs of MSMEs in Banten by using local way to facilitate user in its use. The E-CRM will help MSMEs to maintain their running business by carrying out CRM to enlarge their competitiveness with other corporations and obtain a wider new market. System modeling used Zachman Frameworks to get an entire and comprehensive picture. The model of E-CRM MSMEs made in this research is expected to increase customer retention and build global market for MSMEs in Banten province.

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Adoption of enterprise information system (EIS) in Malaysian small and medium enterprises (SMEs)

Cited by 6 publications

References 36 publications

Electronic Customer Relationship Management (E-CRM) Modeling on Micro, Small and Medium Enterprises (MSMEs) Banten

Electronic Customer Relationship Management (E-CRM) Modeling on Micro, Small and Medium Enterprises (MSMEs) Banten

Pengimplementasian CRM Pada Pembangunan E-Commerce untuk Usaha Mikro Kecil Menengah (Studi Kasus: Dolanan Puzzle)

Electronic Customer Relationship Management (E-CRM) Modeling As Efforts to Increase Customer Retention of Micro Small and Medium Enterprises (MSMEs) in Banten

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