Pengaruh Pengembangan Kompetensi Teknis, Customer Relationship Management, dan Kualitas Sistem Prosedural terhadap Keunggulan Bersaing : (Studi Kasus PT Spectrum Lintas Service Batam)

Safa Hisham Kabbani; Mefri Yudi Wisra; Suyono Suyono

doi:10.55606/mri.v4i2.9019

Authors

Safa Hisham Kabbani Universitas Ibnu Sina
Mefri Yudi Wisra Universitas Ibnu Sina
Suyono Suyono Universitas Ibnu Sina

DOI:

https://doi.org/10.55606/mri.v4i2.9019

Keywords:

Client Relationship Maintenance, Market Excellence, Operational Process Integrity, Technical Qualifications, Technical Skills Enhancement

Abstract

Analysis of the business situation experienced by PT Spectrum Lintas Service indicates that the achievement of success in obtaining large-scale project contracts is greatly influenced by the technical image and confidence given by clients. This study aims to investigate the impact of Improving Technical Qualifications, Customer Relationship Management, and Procedural Governance Quality on the Achievement of Competitive Advantage at PT Spectrum Lintas Service. The study population consisted of a total of 141 customers. The data analysis approach used was the SPSS tool to test the research hypothesis through t-test and F-test. The results of the F-test showed a significance probability value of 0.000 smaller than 0.05. Based on the findings, it can be concluded that improving technical qualifications, customer relationship management, and procedural governance quality significantly contribute to the competitive advantage of PT. Spectrum Lintas Service. Improving technical qualifications has a negative but not substantial impact on competitive advantage, with a significance value of 0.110 greater than 0.05. Customer relationship management has an impact on competitive advantage with a significance value of 0.00, which is smaller than 0.05. The quality of the procedural system has a significant influence on competitive advantage.

Downloads

Download data is not yet available.

References

Andarini, M., & Laely, N. (2022). Pengaruh Customer Relationship Management Terhadap Keunggulan Bersaing Dalam Meningkatkan Kinerja Pemasaran Usaha Kecil Industri Makanan Di Bakorwil II Jawa Timur. Jurnal Ilmu-Ilmu Ekonomi, 1(1), 1–10.

Ekawati, S., & Sha, T. L. (2022). “‘Implementasi Strategi Manajemen Ritel Dalam Meningkatan Keunggulan Bersaing.’” Jurnal Dinamika Manajemen, 3(4), 12–21.

Ghozali. (2024). Metodologi Penelitian Kuantitatif Olahan. (Edisi 9). Alfabeta.

Mardatillah, A. (2023). ’ ’Pengaruh CRM (Costumer Relationship Management) Terhadap Keunggulan Bersaing Pada Kuliner. SYNERGY. SYNERGY: Jurnal Bisnis Dan Manajemen’’, 3(2), 1–197.

Maskur, M. (2025). “Peranan Pengembangan Karyawan Berbasis Kompetensi Pada Perusahaan Kantor Jasa Penilai Publik Firdaus, Ali Dan Rekan The Role Of Competency-Based Employee Development In The Public Appraisal Service Office Company Firdaus, Ali And Colleagues.” Jurnal Intek Cindekia, 2(1), 3–12.

Meiliyah Ariani, & Z. (2023). “‘Implementation of Standard Operating Procedures (SOP), attitudes and assessment of income of two-wheeled Gojek partner drivers in the Jakarta Area.’” International Journal of Business Ecosystem & Strategy, 5(2), 11–22.

Prabowo, T. A., & Dirgantara, I. M. B. (2023). “Dampak CRM Sebagai Strategi Keunggulan Bersaing Syaria Untuk Meningkatkan Loyalitas dan Penjualan (Studi pada Distributor Suku Cadang Kendaraan Roda Dua di Jawa Timur).” Jurnal Ilmiah Ekonomi Islam, 9(2), 1–145.

Pratama, S. A., & Susi, R. I. (2021). “‘Pengaruh Penerapan Standar Operasional Prosedur dan Kompetensi Terhadap Operasional.’” Jurnal Ilmiah M-Progress, 1(11), 20–29.

Rajagukguk, H. O., Zulaikha, S., Budi, L. I., & K. (2025). “‘Pengaruh Pengembangan Kompetensi Teknis Melalui Pendidikan dan Pelatihan Terhadap Kinerja Aparatur Sipil Negara.’” Systematic Literature Review. Didaktika: Jurnal Kependidikan, 2(5), 1–11.

Sabhira, F. P., Dahmiri, & Indah, Y. (2025). “‘Dampak Customer Relationship Management Dan Keunggulan Bersaing Terhadap Loyalitas Pelanggan PT. Yudhistira Jambi.’” Jurnal Dinamika Manajemen, 2(5), 4–12.

Sendi Priyanto, & S. 2025. (2025). “‘The Effect of Standart Operating Procedures and Work Environment on Employee Productivity at PT Bahari Eka Nusantara Tanjung Priok Branch.’” EBISMAN EBisnis Manajemen, 3(2), 11–19.

Sigalingging, E. D. (2021). Pengaruh Kualitas Sistem Dan Kualitas Informasi Terhadap Kepuasaan Pengguna Enterprise Resource Planning-System Application And Product In Data Processing (Erp-Sap) Dengan Perceived Usefulness Sebagai Variabel moderating Pada Pelindo I ( Persero) Sumatera. Jurnal Ekonomi Bisnis, Manajemen, Akuntansi, 1(2), 1–11.

Sutria, Y., & Sutasan, A. R. (2025). “Peningkatan Daya Saing Transportasi Laut Melalui Inovasi dan SDM Maritim Sekolah Perikanan.” Jurnal Cakrawala Bahari, 5(11), 11–19.

Trisninawati, Zaid Amin, Heriyanto, & D. (2023). “‘Analysis of Standard Operational Procedure Submission of Special Ceiling For Sales Division.’” Jurnal Dinamika Manajemen, 4(3), 2–12.

Yanti Setianti, Suroso, Heri Aji Setiawan, A. S. (2024). “Pengaruh Kualitas Pelayanan, Komunikasi Pemasaran dan Kepercayaan Terhadap Loyalitas Pelanggan.” Jurnal Manajemen, 1(4), 1–10.

Yunita, A. (2022). “‘Pengaruh Inovasi Akuntansi Digital Dan Kualitas Informasi Akuntansi Terhadap Keunggulan Kompetitif.’” Jurnal Ilmiah Manajemen, 4(1), 15–24.