Transformasi Pengetahuan Menjadi Kapabilitas: Kerangka Konseptual Implementasi Open Innovation Digital Platform pada Bisnis Kopi Tahap Awal

2026-06-30T13:12:56+07:00

Abstract. Digital transformation has increased organizations’ dependence on external knowledge as a source of innovation. However, emerging businesses often face resource constraints that limit their ability to transform external knowledge into new organizational capabilities. This study aims to develop a conceptual framework for implementing Open Innovation Digital Platforms (OIDPs) to support the transformation from knowledge ecosystems to capabilities ecosystems in emerging coffee businesses through a dynamic capabilities perspective. The research adopts a conceptual paper approach with illustrative case analysis and literature synthesis related to OIDPs, dynamic capabilities, open innovation, and knowledge ecosystems. The findings suggest that OIDPs function as enabling mechanisms that facilitate knowledge sharing, knowledge integration, and co-creation processes to transform external knowledge into organizational capabilities. This transformation is strengthened by dynamic capabilities, including scanning, sensing, seizing, integrative, and transformative capabilities. The study proposes a conceptual framework and an implementation roadmap to support the development of innovation, digital, analytical, collaboration, and transformative capabilities. Although developed within the context of emerging coffee businesses, the proposed framework may be adapted to other emerging businesses culinary facing similar challenges in innovation and digital transformation. This study contributes to the OIDP literature by linking knowledge ecosystems, dynamic capabilities, and capabilities ecosystems within the context of emerging businesses.

Pengaruh Kualitas Produk Dan Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Intervening

2026-07-03T06:20:36+07:00

Abstract: The retail industry in Indonesia is experiencing increasingly competitive growth, encouraging companies to improve customer loyalty through product quality and Customer Relationship Management (CRM). This study aims to analyze the effect of product quality and CRM on customer loyalty through customer satisfaction at Matahari Department Store Malang Town Square. This study employed a quantitative approach involving 100 respondents selected using purposive sampling. Data were collected through questionnaires and analyzed using path analysis and Sobel test with SPSS software. The results indicate that product quality has a positive and significant effect on customer loyalty and customer satisfaction. CRM has a positive and significant effect on customer satisfaction but does not significantly affect customer loyalty directly. Customer satisfaction significantly influences customer loyalty and successfully mediates the relationship between product quality and CRM toward customer loyalty. These findings indicate that customer satisfaction plays an important role in strengthening customer loyalty in the retail sector.

Abstrak: Persaingan industri ritel yang semakin ketat mendorong perusahaan untuk meningkatkan loyalitas pelanggan melalui kualitas produk dan Customer Relationship Management (CRM). Penelitian ini bertujuan menganalisis pengaruh kualitas produk dan CRM terhadap loyalitas pelanggan melalui kepuasan pelanggan pada Matahari Department Store Malang Town Square. Penelitian menggunakan pendekatan kuantitatif dengan melibatkan 100 responden yang dipilih menggunakan teknik purposive sampling. Data dikumpulkan melalui kuesioner dan dianalisis menggunakan analisis jalur (path analysis) dan uji Sobel dengan bantuan SPSS. Hasil penelitian menunjukkan bahwa kualitas produk berpengaruh positif dan signifikan terhadap loyalitas pelanggan dan kepuasan pelanggan. CRM berpengaruh positif dan signifikan terhadap kepuasan pelanggan, namun tidak berpengaruh signifikan terhadap loyalitas pelanggan secara langsung. Kepuasan pelanggan berpengaruh signifikan terhadap loyalitas pelanggan serta mampu memediasi pengaruh kualitas produk dan CRM terhadap loyalitas pelanggan. Temuan ini menunjukkan bahwa kepuasan pelanggan memiliki peran penting dalam membentuk loyalitas pelanggan pada sektor ritel modern.

Jurnal Baruna Horizon

Transformasi Pengetahuan Menjadi Kapabilitas: Kerangka Konseptual Implementasi Open Innovation Digital Platform pada Bisnis Kopi Tahap Awal

Pengaruh Kualitas Produk Dan Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Intervening