Technical Session 4:

Title:         The Influence of Customer Knowledge Management (CKM) Implementation towards Customer Satisfaction
Authors:     Nurwanto, Arief Setyanto, Hanif Al Fatta
Abstract:   The e-commerce activity contains the meaning of relationship between seller and buyer, transaction between business people, and internal process which support the transaction in the company. However, in the Asese Komputer, the relationship of seller and buyer terminates if the transaction is completed, as a result there is no feedback from the customer regarding the using of e-commerce. The aim of this research is to know the result of e-commerce feature analysis using conceptual model of Customer Knowledge Management (CKM) and to know the influence of CKM implementation in Asese Komputer toward the customer satisfaction. Based on the conceptual model of CKM, the total features of the new system in Asese Komputer are 36 features; consist of 23 Knowledge for Customer features, 8 Knowledge From Customer Features and 5 Knowledge About Customer Features, while the total of the old systems are 20 features. There is a difference in the customer satisfaction assessment toward the old system with the new system which created based on CKM with the percentage 85% of the respondents stated that the new system has the higher level in the customer satisfaction than the old system with the percentage 15%.

Keywords: Customer Knowledge Management, Customer Satisfaction, E-commerce.
Pages:       089-095

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