Development of Innovation Capability Model: Analysis of e-CRM and Risk Perceptions of Covid-19 in Bogor City MSMEs

Yanita Ella Nilla Chandra, Husnil Barry


The phenomenon of the commercial revolution 4.0 encourages MSME actors to comply with current trends in order that the goods produced may be competitive. Creative enterprise merchandise require innovation competencies with a view to produce advanced merchandise. This study  takes a look at discusses improvement troubles withinside the MSME quarter that are despite the fact that restricted in conventional organization control, inadequate fine of human assets, manufacturing scale and strategies, low innovation functionality and confined get admission to to economic establishments, especially banking. The growth the variety of enterprise actors primarily based totally on facts from the Cooperatives Office the town of Bogor in 2021 with a mean growth of 6.141% of all forms of organizations isn't always matched with the aid of using trends the subject of innovation to assist enhance the advertising overall performance of SMEs the town of Bogor. Where in enhancing the capacity of innovation, it's miles anticipated to synergize with Customer Relationship Marketing or CRM such as numerous information, consumer involvement, long-time period partnerships and technology-primarily based totally trouble fixing in developing enterprise overall performance.


e-CRM, Innovation Capability, Marketing Performance, Risk Perception

Full Text:



Aryanto, R., Fontana, A., & Afiff, A. Z. (2015). Strategic human resource management, innovation capability and performance: An empirical study in Indonesia software industry. Procedia-Social and Behavioral Sciences, 211, 874-879.

Collinson, S. C., & Wang, R. (2012). The evolution of innovation capability in multinational enterprise subsidiaries: Dual network embeddedness and the divergence of subsidiary specialisation in Taiwan. Research Policy, 41(9), 1501-1518.

D., Djumahir, D., Sabihaini, S., Hadiwidjiyo, & Rahayu, M. (2012). Kompleksitas Lingkungan Dan Regulasi Pemerintah: Implikasinya Terhadap Kinerja Perbankan Di Jawa Timur. Jurnal Keuangan dan Perbankan, 16(3), 455-471.

Ferdinand. (2011). Pemasaran. Salemba Empat, Jakarta.

Ghozali, Imam. 2011. Aplikasi Analisis Multivariate Dengan Program IBM SPSS 19 (edisikelima). Semarang: Badan Penerbit Universitas Diponegoro

Ghozali, I., Ulum, I., & Chariri, A. (2008). Intellectual capital dan kinerja keuangan perusahaan; Suatu analisis dengan pendekatan Partial Least Squares (PLS).

Harrigan, P., Ramsey, E., & Ibbotson, P. (2012). Entrepreneurial marketing in SMEs: the key capabilities of e‐CRM. Journal of Research in Marketing and Entrepreneurship.

Hoyer, W., MacInnis, D., & Pieters, R. (2013). Consumer behavior 6th ed. United States of America: South-Western Cengage Learning.

Jogiyanto, H., (2012), Manajemen Pemasaran. Penerbit: BPFE Universitas GajahMada, Yogyakarta.

Kavanagh, M., Walther, B., & Nicolai, J. (2011). Hearing the hearing-impaired customer: applying a job-based approach to customer insight discovery in product innovation in the implantable hearing solutions market. Journal of Medical Marketing, 11(1), 17-25.

Kotler, Philip & Kevin Lane Keller. (2009). Manajemen Pemasaran. Edisi 13 Jilid 2. Jakarta: Erlangga

Lin, R.-J., Chen, R.-H. & Chiu, K.K.-S., (2010). Customer relationship management and innovation capability: an empirical study. Industrial Management & Data Systems, 110(1), 111–133.

Murwatiningsih & Apriliani, Erin Putri. (2013). Pengaruh Risiko dan Harga terhadap Keputusan Membeli Melalui Kepercayaan. Jurnal Dinamika Manajemen. 4(13), 184-191

N. A. L. Aziz & H. Patrie (2019). Implementasi ECRM Untuk Meningkatkan Pelayanan Pada Mie Ayam dan Bakso Monggo Pinarak, J. IDEALIS, 2(6), 383–387

Pascual-Fernandez, P., Santos-Vijande, M. L., López-Sánchez, J. Á., & Molina, A. (2021). Key drivers of innovation capability in hotels: implications on performance. International Journal of Hospitality Management, 94, 102825.

Ragins, E. J., & Greco, A. J. (2003). Customer relationship management and e-business: more than a software solution. Review of Business, 24(1), 25.

Rajapathirana, R. P. J., & Hui, Y. (2018). Relationship between innovation capability, innovation type, and firm performance. Journal of Innovation and Knowledge, 3(1).

Rasyidi (2015). Pengaruh Orientasi Kewirausahaan Terhadap Kinerja Pemasaran Melalui Keunggulan Bersaing Sebagai Variabel Mediasi (Studi Pada UMKM Keripik Buah Di Wilayah Malang Raya). 4(2)

Ringle, C. M., Götz, O., Wetzels, M., & Wilson, B. (2009). On the use of formative measurement specifications in structural equation modeling: A Monte Carlo simulation study to compare covariance-based and partial least squares model estimation methodologies. METEOR Research Memoranda (RM/09/014).

S. Styawati and F. Ariany. (2020). Pembelajaran Tradisional Menuju Milenial : Pengembangan Aplikasi Berbasis Web Sebagai,. 1(2) 10–16

Tjiptono Fandy, (2008). Strategi Pemasaran, Edisi III, Yogyakarta : CV. Andi Offset

Ussahawanitchakit, P. (2007). INNOVATION Capability and Export Performance: An Empirical Study of Textile Businesses in Thailand. Journal of International Business Strategy, 7(1).

Vento Saudale. (2021). Bima Arya: Hanya 5% UMKM Kota Bogor Raih Untung Saat Pandemi Covid-19. Diakses dari

William G. Zikmund,. (2003). CRM: Integrating Marketing Strategy. John Willey.

Zhao, W., Yang, T., Hughes, K. D., & Li, Y. (2021). Entrepreneurial alertness and business model innovation: the role of entrepreneurial learning and risk perception. International Entrepreneurship and Management Journal, 17(2), 839-864.



  • There are currently no refbacks.

Indexing by:

width="150" crossref
width=150;SINTA - Science and Technology Index


Index Copernicus International (ICI)


TurnitinMendeley - Library 101 Citation Management Tools - Research guides at  University of Toronto


In Collaboration with:


Jurnal Manajemen dan Kewirausahaan

Management Department Faculty of Economics

University of Merdeka Malang

Terusan Dieng Street 62-64, Sukun, Malang City, East Java, 65146, Indonesia
Phone: 081332569864

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.