Proposed Customer Knowledge Management (CKM) in the Truku Logistics Application Feature PT Biru Samudera Selatan
DOI:
https://doi.org/10.38035/sjtl.v1i1.39Keywords:
Customer Knowledge Management, Customer Relationship Management, Knowledge ManagementAbstract
Logistics processes that only make one trip in the transportation of goods result in inefficient logistics costs. Truku is an integrated digital logistics solution that provides added value to the company. the current condition of the truck application is still unable to optimally support services to users, especially the automatic payment transaction feature. The method used in this study is a conceptual model of Customer Knowledge Management (CKM) based on the Customer Relationship Management (CRM) phase and the Knowledge Management (KM) process. The results of the comparison of the features that have been formulated with the features available in the Truku application then become a reference for determining the proposed features that are recommended to PT Biru Samudera Selatan to be implemented in the Truku logistics application. So that later it can facilitate the development of application features based on the needs of the users of the Truku logistics application.
References
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Afifa, LN; Astuty, EY, (2015), Relationship Analysis of Knowledge management Strategy on the progress of academic activities case study: Darma Persada University. Yogyakarta: Amikom University.
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Akdon, and Riduwan. (2013). Formulas and Data in Statistical Analysis. Bandung : Alphabet .
Awad, EM & Ghaziri, MH (2003). Knowledge Management . New jersey . Person education Inc.
Awar, Saifuddin. 2012. Research Methods, Yogyakarta: Student Library.
Azwar, Saifuddin. (2012). Reliability and Validity. Student Library. Yogyakarta. Ballou, RH (2004). Business Logistics Management: Planning, Organizing and Controlling the Supply Chain , Prentice Hall.
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Bowersox, D. et al. (2013). Supply Chain Logistics Management . Fourth Edition, McGraw-Hill Singapore.
Carana Corporation. 2004. Impact of transport and logistics on Indonesia's Trade Competitiveness, Report for Trade Enhancement for the Services Sector (TESS) project of USAID.
Christopher, Martin. (2011). Logistics and Supply Chain Management . Fourth Edition. Prentice Hall. London
Chasana et all. (2014). Development Customer Knowledge Management ( CKM) Models in Purbalingga Hospitally Using Soft Systems Method. Budi Luhur University. Journal of Information Systems.
Coyle, JJ, Bardi, EJ and Langkey CJ. (2003). The Management of business logistics an analytical approach . Prentice Hall Inc. New Jersey.
Davenport, Thomas H and Prusak L. (1998). Working Knowledge: How Organizations Manage What They Know . Boston: Harvard Business School Press.
Frazelle, EH (2002). World Class Warehousing and Material Handling . New York. McGraw Hill Professional.
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Gautama S, I. (2005). Relationship marketing and the use of information technology in Customer Relationship Management to win business competition. National seminar journal.
Gebert, Henning, et al. "Knowledge-enabled customer relationship management: integrating customer relationship management and knowledge management concepts [1]." Journal of knowledge management 7.5 (2003): 107-123.
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Hakim, USA (2013). Knowledge management strategy at PLN APJ Kediri: Descriptive Study of Knowledge management and Knowledge strategy.
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Khosravi, et all. (2018). Toward Software Quality enhancement by Customer Knowledge Management in Software Companies . Malaysia. Homepage journal: www. Elsevier.com/locate/tele.
Maturidi. (2014). Research methods. Yogyakarta: Deepublish.
Martono, Ricky Virona. (2019). Logistics management. Jakarta : PT Gramedia Pustaka Utama Kompas Gramedia Building Block I 5th Floor.
Mehdibeigi, et all. (2016). Customer Knowledge Management and Organization Effectiveness: explaining the mediator role of Organizational Agility . dubai. 3rd International Conference on New Challenges.
Mulyanto, Agus. (2009). Information systems concepts and applications. Learning Library: Yogayakarta.
Nonaka, I and H Takeuchi. (1995). The Knowledge Creating Company: How Japanese Companies Create the Dynamics of Innovation . Oxford UniversityPress.
Rollins, M. and Halinen, A. (2005). Customer Knowledge Management Competence: Towars a theoretical Framework. Procedings of the 38th Hawaii International Conference on System Sciences-2005.
Sakhaee, Neda & Shahbaznezhad, Hamidreza & Zanjani, Mehdi. (2012). A Comprehensive Model for Customer Knowledge Management Mechanisms. SSRN Electronic Journal. 10.2139/ssrn.2660769.
Trumpet. (2007). Knowledge management . Jakarta: Rajawali Press.
Setiarso, Bambang. 2007. Application of Knowledge Management in Organizations: A Case Study in One of LIPI's Organizational Units. Retrieved on 29 March 2020 at http://mirror.unej.ac.id/iso/dinding/pdf2/bseksni.pdf
Subagja. (1990). Logistics Management. NV Sapdodadi. Jakarta. Sugiyono. (2012) Understanding Qualitative Research. Bandung: Alphabet.
Sugiyono. (2013). Educational Research Methods Quantitative, Qualitative, and R&D Approaches. Bandung: Alphabet.
Surya Wijaya, Sidiq Wahyu, Utami, Ema. Arief, m. Rudyanto, (2012), Analysis of ECommerce Features Based on the Conceptual Model of 2017 Customer Knowledge Management (Ckm), National Seminar on Information Technology Applications - 2012
Siagian, Yolanda. (2005). Supply Chain Management Applications in the Business World. Grasindo : Jakarta .
Please, Uber. (2010). Social Research Methods. Jakarta: Refika Aditama.
S. Sulaiman, MKA. Arififin, GR, et all. (2011). Customer Knowledge Management Application in Malaysian Mobile Services Providers . Malaysia. Male University of Malaysia.
Stock, JR & Lambert, DM (2001). Strategic Logictic Management 4th ed . Singapore. McGraww-Hill.
Trejo, et all (2016). The Customer Knowledge Management and Innovation . Universidad de Guadalajara Mexico. www.sceinccedirect.com
Nonaka, I. and Takeuchi, H. (1995), The Knowledge Creating Company , Oxford University Press, New York, NY.
Ogunde AO, et al. (2010). Towards an agent based customer Knowledge management system (abckms) in e-commerce Organizations . (IJCSE) International Journal on Computer Science and Engineering Vol. 02, No. 06, 2010, 2181-2186
Purnama, M., & Budihardjo, A. (2008). The Role of Learning Culture and Knowledge Management on Company Performance: Case Study of PT XYZ. Journal of Business Management, I ( 03), 233-248.
Paquette, Scott. (2006). Customer Knowledge management . University Of Toronto. Canada
Pujawan, I. N and Mahendrawai (2010). ER. Supply Chain Management . Second Edition. Surabaya: Use Widya Surabaya
Whitten L. Jeggery, et all. (2005). System Design & Analysis Methods 6th Edition . Yogyakarta: Andi and McGraw-Hill
Wijaya, SWS, (2012). E-Commerce Feature Analysis Based on Conceptual Model Of Customer Knowledge management (CKM) Case Study on E-Commerce Sarana Hidayah, Thesis Publication Manuscript, Masters Program in Informatics Engineering, STMIK Amikom Yogyakarta.
Wilde, S. (2011). Customer Knowledge management –Improving Customer Relationship through Knowledge Application . (1st edition). Berlin: Springer.
Wulantika, L. (2012). Knowledge Management in Improving Company Creation and Innovation. UNIKOM Scientific Journal, 263-270.
Zanjani, M. S, Rouzbehani, R and Dabbagh, H (2008), Proposing Conceptual Model of Customer Knowledge management: A study of CKM Tools in British Dotcoms . World Academy of science, Engineering and Technology 38 2008.
Zhang, Zuopeng J. (2011). Customer Knowledge Management and The Strategies of Social Software. Business Process Management Journal, 17(1), 82-106.
Zurnali, Cut. (2010). Learning Organization, Competency, Organizational Commitment, And Customer Orientation : Knowledge Worker - Future Human Resource Management Research Framework. Bandung: Unpad Pres
Afifa, LN; Astuty, EY, (2015), Relationship Analysis of Knowledge management Strategy on the progress of academic activities case study: Darma Persada University. Yogyakarta: Amikom University.
Aghamirian, B.; Dori, B.; and Aghamirian, B., 2014, Customer Knowledge Management Application in Gaining Organization's Competitive Advantage in Electronic Commerce, Journal of Theoretical and Applied Electronic Commerce Research Vol.10, Issue 1, January 2015, ISSN 0718–1876. Retrieved December 28, 2020 from http://www.scielo.cl/scielo.php?pid=S071818762015000100006&script=sci
Al-Shammari, B., Al-Yaqout ,. & Beasley. (2008). Auditig and Assurance Service, fourth tenth Edition . English: Pearson.
Akdon, and Riduwan. (2013). Formulas and Data in Statistical Analysis. Bandung : Alphabet .
Awad, EM & Ghaziri, MH (2003). Knowledge Management . New jersey . Person education Inc.
Awar, Saifuddin. 2012. Research Methods, Yogyakarta: Student Library.
Azwar, Saifuddin. (2012). Reliability and Validity. Student Library. Yogyakarta. Ballou, RH (2004). Business Logistics Management: Planning, Organizing and Controlling the Supply Chain , Prentice Hall.
Budiardjo, EK; Irwiensyah, F., (2008), Analysis of CRM features to increase patient satisfaction Based on the Framework of Dynamic CRM Case Study: Department of Obstetrics and Gynecology FKUI - RSCM Jakarta, http://jurnal.upnyk.ac.id/index.php/ semnasif/article/ view/794/673.
Buckley, Jack, Mark Schneider. (2004). The effect of school facility quality on teacher retention in urban school districts. Journal Of Educational Facilities Vol 1. http://proquest.umi.com accessed on 15 February 2020.
Boh, WF (2007). Mechanism for sharing Knowledge in project based organizations information ang organization Vol 17pp 58-57.
Bowersox, D. et al. (2013). Supply Chain Logistics Management . Fourth Edition, McGraw-Hill Singapore.
Carana Corporation. 2004. Impact of transport and logistics on Indonesia's Trade Competitiveness, Report for Trade Enhancement for the Services Sector (TESS) project of USAID.
Christopher, Martin. (2011). Logistics and Supply Chain Management . Fourth Edition. Prentice Hall. London
Chasana et all. (2014). Development Customer Knowledge Management ( CKM) Models in Purbalingga Hospitally Using Soft Systems Method. Budi Luhur University. Journal of Information Systems.
Coyle, JJ, Bardi, EJ and Langkey CJ. (2003). The Management of business logistics an analytical approach . Prentice Hall Inc. New Jersey.
Davenport, Thomas H and Prusak L. (1998). Working Knowledge: How Organizations Manage What They Know . Boston: Harvard Business School Press.
Frazelle, EH (2002). World Class Warehousing and Material Handling . New York. McGraw Hill Professional.
Garside , AK, and D. Rahmasari. (2017). Logistics Management. Malang: Publisher Muhammadiyah University of Malang.
Gautama S, I. (2005). Relationship marketing and the use of information technology in Customer Relationship Management to win business competition. National seminar journal.
Gebert, Henning, et al. "Knowledge-enabled customer relationship management: integrating customer relationship management and knowledge management concepts [1]." Journal of knowledge management 7.5 (2003): 107-123.
Gibbert, M., Leibold, M., Probst, G. (2002), "Five styles of customer knowledge management, and how smart companies use them to create value", European Management Journal, Vol.20 No. 5[3]
Hakim, USA (2013). Knowledge management strategy at PLN APJ Kediri: Descriptive Study of Knowledge management and Knowledge strategy.
Hanfield, RB and Nichols, EL ,. 1999. Introduction to Supply Chain Management .
Prentice-Hall, Upper Saddle River, NJ.
Hendayani, R. (2016). Let's get acquainted with Logistics Management. Alphabet.
Bandung.
Hadiguna, Rika Powerful. (2016). Agro-industry Supply Chain Management. Andalas University Press. Padang
Harland, CM (1996). Supply chain management: relationships, chains, and networks British Journal of Management 7 (Special Issue).
Haryadi, Bambang, (2003). Management Strategy, Bayumedia Publishing, Jakarta. Indrajit, RE and Djokopranoto , R. , (2002). Supply Chain Management Concept. Jakarta. Grasindo
Katadata.co. (30 March 2019). Check Indonesian Logistics Data Still Has High Costs. Retrieved January 29, 2020, from https://databoks.katadata.co.id./datapublish/2019/03/30/cek -data-logistik-indonesia-masih-high-cost.
Katadata.co. (12 October 2019). Logistics costs to GDP in Asia. Accessed https://databoks.katadata.co.id./datapublish/2019/10/12/cost-logistik-against-PDB-di-Asia.
Khosravi, et all. (2018). Toward Software Quality enhancement by Customer Knowledge Management in Software Companies . Malaysia. Homepage journal: www. Elsevier.com/locate/tele.
Maturidi. (2014). Research methods. Yogyakarta: Deepublish.
Martono, Ricky Virona. (2019). Logistics management. Jakarta : PT Gramedia Pustaka Utama Kompas Gramedia Building Block I 5th Floor.
Mehdibeigi, et all. (2016). Customer Knowledge Management and Organization Effectiveness: explaining the mediator role of Organizational Agility . dubai. 3rd International Conference on New Challenges.
Mulyanto, Agus. (2009). Information systems concepts and applications. Learning Library: Yogayakarta.
Nonaka, I and H Takeuchi. (1995). The Knowledge Creating Company: How Japanese Companies Create the Dynamics of Innovation . Oxford UniversityPress.
Rollins, M. and Halinen, A. (2005). Customer Knowledge Management Competence: Towars a theoretical Framework. Procedings of the 38th Hawaii International Conference on System Sciences-2005.
Sakhaee, Neda & Shahbaznezhad, Hamidreza & Zanjani, Mehdi. (2012). A Comprehensive Model for Customer Knowledge Management Mechanisms. SSRN Electronic Journal. 10.2139/ssrn.2660769.
Trumpet. (2007). Knowledge management . Jakarta: Rajawali Press.
Setiarso, Bambang. 2007. Application of Knowledge Management in Organizations: A Case Study in One of LIPI's Organizational Units. Retrieved on 29 March 2020 at http://mirror.unej.ac.id/iso/dinding/pdf2/bseksni.pdf
Subagja. (1990). Logistics Management. NV Sapdodadi. Jakarta. Sugiyono. (2012) Understanding Qualitative Research. Bandung: Alphabet.
Sugiyono. (2013). Educational Research Methods Quantitative, Qualitative, and R&D Approaches. Bandung: Alphabet.
Surya Wijaya, Sidiq Wahyu, Utami, Ema. Arief, m. Rudyanto, (2012), Analysis of ECommerce Features Based on the Conceptual Model of 2017 Customer Knowledge Management (Ckm), National Seminar on Information Technology Applications - 2012
Siagian, Yolanda. (2005). Supply Chain Management Applications in the Business World. Grasindo : Jakarta .
Please, Uber. (2010). Social Research Methods. Jakarta: Refika Aditama.
S. Sulaiman, MKA. Arififin, GR, et all. (2011). Customer Knowledge Management Application in Malaysian Mobile Services Providers . Malaysia. Male University of Malaysia.
Stock, JR & Lambert, DM (2001). Strategic Logictic Management 4th ed . Singapore. McGraww-Hill.
Trejo, et all (2016). The Customer Knowledge Management and Innovation . Universidad de Guadalajara Mexico. www.sceinccedirect.com
Nonaka, I. and Takeuchi, H. (1995), The Knowledge Creating Company , Oxford University Press, New York, NY.
Ogunde AO, et al. (2010). Towards an agent based customer Knowledge management system (abckms) in e-commerce Organizations . (IJCSE) International Journal on Computer Science and Engineering Vol. 02, No. 06, 2010, 2181-2186
Purnama, M., & Budihardjo, A. (2008). The Role of Learning Culture and Knowledge Management on Company Performance: Case Study of PT XYZ. Journal of Business Management, I ( 03), 233-248.
Paquette, Scott. (2006). Customer Knowledge management . University Of Toronto. Canada
Pujawan, I. N and Mahendrawai (2010). ER. Supply Chain Management . Second Edition. Surabaya: Use Widya Surabaya
Whitten L. Jeggery, et all. (2005). System Design & Analysis Methods 6th Edition . Yogyakarta: Andi and McGraw-Hill
Wijaya, SWS, (2012). E-Commerce Feature Analysis Based on Conceptual Model Of Customer Knowledge management (CKM) Case Study on E-Commerce Sarana Hidayah, Thesis Publication Manuscript, Masters Program in Informatics Engineering, STMIK Amikom Yogyakarta.
Wilde, S. (2011). Customer Knowledge management –Improving Customer Relationship through Knowledge Application . (1st edition). Berlin: Springer.
Wulantika, L. (2012). Knowledge Management in Improving Company Creation and Innovation. UNIKOM Scientific Journal, 263-270.
Zanjani, M. S, Rouzbehani, R and Dabbagh, H (2008), Proposing Conceptual Model of Customer Knowledge management: A study of CKM Tools in British Dotcoms . World Academy of science, Engineering and Technology 38 2008.
Zhang, Zuopeng J. (2011). Customer Knowledge Management and The Strategies of Social Software. Business Process Management Journal, 17(1), 82-106.
Zurnali, Cut. (2010). Learning Organization, Competency, Organizational Commitment, And Customer Orientation : Knowledge Worker - Future Human Resource Management Research Framework. Bandung: Unpad Pres
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Published
2023-04-10
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Satriawan, N. . (2023). Proposed Customer Knowledge Management (CKM) in the Truku Logistics Application Feature PT Biru Samudera Selatan. Siber Journal of Transportation and Logistics, 1(1), 51–63. https://doi.org/10.38035/sjtl.v1i1.39
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