KNOWLEDGE SHARING SEBAGAI PENDUKUNG CUSTOMER RELATIONSHIP MANAGEMENT PADA COFFEE SHOP TANAKA
DOI:
https://doi.org/10.54314/jssr.v9i3.6734Keywords:
Knowledge Sharing, Customer Relationship Management, Coffee Shop, PLS-SEM, ManagementAbstract
Abstract: The increasing competition in the coffee shop industry requires businesses to establish sustainable customer relationships through the implementation of Customer Relationship Management (CRM). One factor that supports effective CRM is Knowledge Sharing, defined as the practice of employees sharing information and knowledge with customers during service interactions. This study aims to examine the effect of Knowledge Sharing on Customer Relationship Management at Coffee Shop Tanaka. A quantitative approach was employed involving 100 customers selected using purposive sampling. Data were collected through a five-point Likert-scale questionnaire and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4. The results indicate that Knowledge Sharing has a positive and significant effect on Customer Relationship Management, with a path coefficient of 0.758, a T-statistic of 14.217, and a p-value of 0.000. Furthermore, the R² value of 0.575 indicates that Knowledge Sharing explains 57.5% of the variance in Customer Relationship Management. These findings demonstrate that employees' knowledge-sharing practices enhance customer interaction, strengthen trust, and foster long-term customer relationships. This study provides empirical evidence that Knowledge Sharing serves as an important strategy in supporting the implementation of Customer Relationship Management within the coffee shop industry.
Keywords: Knowledge Sharing; Customer Relationship Management; Coffee Shop: PLS-SEM; Management.
Abstrak: Persaingan industri coffee shop menuntut pelaku usaha untuk membangun hubungan pelanggan yang berkelanjutan melalui penerapan Customer Relationship Management (CRM). Salah satu faktor yang diduga mendukung keberhasilan CRM adalah Knowledge Sharing, yaitu praktik berbagi pengetahuan yang dilakukan karyawan kepada pelanggan selama proses pelayanan. Penelitian ini bertujuan menganalisis pengaruh Knowledge Sharing terhadap Customer Relationship Management pada Coffee Shop Tanaka. Penelitian menggunakan pendekatan kuantitatif dengan melibatkan 100 pelanggan sebagai responden yang dipilih menggunakan teknik purposive sampling. Data dikumpulkan melalui kuesioner menggunakan skala Likert lima poin dan dianalisis menggunakan Partial Least Squares Structural Equation Modeling (PLS-SEM) dengan aplikasi SmartPLS 4. Hasil penelitian menunjukkan bahwa Knowledge Sharing berpengaruh positif dan signifikan terhadap Customer Relationship Management dengan koefisien jalur sebesar 0,758, nilai T-statistics sebesar 14,217, dan p-value sebesar 0,000. Nilai R² sebesar 0,575 menunjukkan bahwa Knowledge Sharing mampu menjelaskan 57,5% variasi Customer Relationship Management. Temuan ini menunjukkan bahwa praktik berbagi pengetahuan yang dilakukan karyawan kepada pelanggan mampu meningkatkan kualitas interaksi, membangun kepercayaan, dan memperkuat hubungan jangka panjang dengan pelanggan. Penelitian ini memberikan kontribusi empiris mengenai peran Knowledge Sharing sebagai strategi pendukung implementasi Customer Relationship Management pada industri coffee shop.
Kata kunci: Knowledge Sharing; Customer Relationship Management; Coffee Shop; PLS-SEM; Manajemen.
Downloads
References
Baihaki, A., & Sari, E. A. (2025). Jurnal Impresi Indonesia ( JII ) Implementasi Customer Relationship Management Dalam Mempertahankan Loyalitas Pelanggan di Masa Kopi. Jurnal Impresi Indonesia (JII), 2532–2544.
Degbey, W. Y., & Pelto, E. (2021). Customer knowledge sharing in cross-border mergers and acquisitions : The role of customer motivation and promise management. Journal of International Management, 27(4), 100858. https://doi.org/10.1016/j.intman.2021.100858
Febriana, E. K. O. (2025). Analysis of the Implementation of Customer Relationship Management ( CRM ) in Enhancing Customer Loyalty at Sinaran Coffee Klaten. Journal Applied Business and Office Administration, 1, 1–12. https://doi.org/10.21831/jaboa.v1i1.1359.https
Febriansyah, & Amalia, R. (2023). PENERAPAN CRM PADA SISTEM INFORMASI TOKO KOPI. Jurnal Sistem Informasi, 5(2), 228–238.
Ferrer-est, M., & Chalmeta, R. (2023). Sustainable customer relationship management. 41(2), 244–262. https://doi.org/10.1108/MIP-06-2022-0266
Gazi, M. A. I., Al Mamun, A., Al Masud, A., Senathirajah, A. R. B. S., & Rahman, T. (2024). Journal of Open Innovation : Technology , Market , and Complexity The relationship between CRM , knowledge management , organization commitment , customer profitability and customer loyalty in telecommunication industry : The mediating role of customer sa. Journal of Open Innovation: Technology, Market, and Complexity, 10(1), 100227. https://doi.org/10.1016/j.joitmc.2024.
Lee, C., & Yew, L.-Y. (2022). Enhancing customer satisfaction through open innovation communities : A comparison of knowledge management approaches Recommended citation : Lee , C . S ., & Yew , L . Y . ( 2022 ). Enhancing customer satisfaction through Enhancing customer satisfaction t. 14(1), 81–102.
Li, J., Lin, Z., & Zhang, X. (2023). The Study on the Effectiveness of Sustainable Customer Relationship Management : Evidence from the Online Shopping Industry.
Migdadi, M. M. (2020). Knowledge management, customer relationship management and innovation capabilities. Journal of Business & Industrial Marketing, 36(1), 111–124. https://doi.org/10.1108/JBIM-12-2019-0504
Prandika, D., Novalita, D. P., Indonesia, U. P., Bandung, K., & Barat, J. (2025). PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT ( CRM ) PADA COFFEE TOFFEE KOTA BANDUNG DALAM MENINGKATKAN LOYALITAS KONSUMEN MELALUI LAYANAN CO-WORKING SPACE. 3(6).
Rodhiah, Mukmin, T. M., Wijaya, S. M., & Metty, P. F. (2021). International Journal of Social Science Research and Review. 4(5), 26–35.
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Elly Rahayu, Wan Mariatul Kifti, Daril Khoir Nasution
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
