Abstract
This study examines Customer Knowledge Management (CKM) on innovation capability and business performance in Micro, Small, and Medium Enterprises (UMKM) in Malang. CKM emerged as an important dan effective system to improve innovation capabilities and company performance. However, the role of CKM in innovation and company performance is not recognized well by the company. The research method used is a quantitative explanatory approach. Data collection was collected through a questionnaire distributed to owners or managers of small dan medium industries, especially in the culinary sector, the variety of processed chips, which is the main domain of UMKM Malang City. The data analysis technique used is Partial Least Square (PLS). This study shows that customer knowledge management has a significant effect on innovation capability dan business performance.
Highlights
This study examines Customer Knowledge Management (CKM) on innovation capability and business performance in Micro, Small, dan Medium Enterprises (UMKM) in Malang
This study shows that customer knowledge management has a significant effect on innovation capability dan business performance
Customer Knowledge Management, Innovation capability, dan Business performance : a case study of the banking industry
Summary
Penelitian ini bertujuan untuk menguji pengaruh Customer Knowledge Management (CKM) terhadap innovation capability dan business performancepada Usaha Mikro Kecil dan Menengah (UMKM) di kota Malang. CKM muncul sebagai sistem penting dan efektif untuk meningkatkan kapabilitas inovasi dan kinerja perusahaan. Peran CKM dalam inovasi dan kinerja perusahaan tidak disadari dengan baik oleh perusahaan. Metode penelitian yang digunakan yaitu pendekatan kuantitatif explanatori. Pengumpulan data dikumpulkan melalui kuesioner yang dibagikan pada pemilik ataupun manajer industri kecil dan menengah khsusunya pada sektor kuliner yang pada ragam olahan keripik yang menjadi domain utama UMKM Kota Malang. Teknik Analisa data yang digunakan yaitu Partial Least Square (PLS). Hasil penelitian ini menjelaskan bahwa customer knowledge management berpengaruh secara signifikan pada innovation capability dan business performance. Kata Kunci: customer knowledge management, innovation capability, business performance Klasifikasi JEL: M10
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