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Journal : Jurnal Ekonomi

 1 
The influence of electronic customer relationship management on customer loyalty with customer satisfaction and customer experience as mediation Syaifullah, Muhammad Hasan; Pebrianti, Wenny; Afifah, Nur; Juniwati, Juniwati; Jaya, Arman
Jurnal Ekonomi Vol. 13 No. 01 (2024): Jurnal Ekonomi, Edition January - March 2024
Publisher : SEAN Institute

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Abstract

Gojek is an online transportation service application from Indonesia that dominates the Indonesian market. In 2023, Gojek will experience a decline in market share. Several factors caused this decline. This research aims to reveal and understand the role of E-CRM in the Gojek online transportation application customers use. The variables used in this research include Customer Satisfaction, Loyalty, User experience, and E-CRM. Data collection in this study used a questionnaire distributed to respondents with several predetermined respondent criteria. The population used is Gojek application users. The sample for this research was 210 respondents, who were collected by distributing research questionnaires. Research data was measured using the SEM method assisted by the AMOS 26 statistical application. The results of this research show that E-CRM has a positive effect on Customer Loyalty, with Customer Satisfaction as a potent mediator. Other results from this research show that Customer Experience does not mediate the relationship between E-CRM and Customer Loyalty.
Driving Excellence In Customer Experience: A Comparative Study Of Quality Management Tactics In Public Enterprise, Government Bodies, and The Hospitality Industry Jaya, Arman; Ramadhani, Hanif Fariz; Istikarani , Miranda; Prabowo , Yogi Muhammad Pandu; Charles, Ricardo; Fitri, Aisyah Farah Yasira
Jurnal Ekonomi Vol. 13 No. 01 (2024): Jurnal Ekonomi, Edition January - March 2024
Publisher : SEAN Institute

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Abstract

This research delves into the quality management approaches within a state-owned enterprise, a government organization, and the hospitality industry to discern their influence on customer satisfaction. Utilizing a descriptive-qualitative method, the study garners data through meticulous field observation, informant interviews, and extensive documentation. The findings reveal that each company has adopted and tailored quality management practices to suit their operations, leading to enhanced customer satisfaction. Despite this progress, the research identifies significant challenges, notably in human resource competence, which could impede customer satisfaction. Each entity, however, has devised strategic solutions to these challenges, fostering the advancement of their quality management systems. The study contributes to the discourse on quality management, offering stakeholders a lens to augment their strategies. It recognizes the limitations posed by the scope of data collection and calls for future research to delve deeper, ensuring a more comprehensive understanding of the practices and their outcomes.
Co-Authors -, Irianto -, Suryono -, Sutedjo Adelia, Steven Agusalim, Imam Dui Ahmad Firyal Adila Ahmad Shalahuddin Akbar Tanjung Akhmad Arif Kurdianto Angraini Hasanah, Putri Ninis Apollo Apollo Arni, Mini Aspasya, Delvia Putri Barkah, Barkah Basima, Afra Caesa Aulia Mufida Chamisyahuri, Chamisyahuri Charles, Ricardo Damayanti, Nurlia Eka Dody Pratama Marumpe Dui Agusalim, Imam Eko Hadi Suharyanto, Hendik Endro Wahjono, Endro Fahruna, Yulyanti Farid Dwi Murdianto Fauzan, Rizky Ferdiansyah, Indra Fitri, Aisyah Farah Yasira Fitriani, Indria Gigih Prabowo Giriati, Giriati Gita, Leiya Harry Setiawan Hasanudin Hasanudin Hasanudin Hasanudin Helma Malini, Helma Heriyadi Ikram Yakin Irdhayanti, Efa Irianto Irianto Istikarani , Miranda Juniwati Juniwati Juniwati Kevin Wijaya, Kevin Kurniawan, Anis Levina, Widya Liau Ie Hau Lovianda, Visi Lucky Pradigta Setiya Raharja Luki Septya Mahendra M. Irfani Hendri Mauridhi Heri Purnomo Mazayatul Mufrihah B11212091 Megawati - Muhammad Afif Muhammad Arrazi Bagaswara Nabila, Amaninda Jihan Nardi, Rio Nugraha, Syechu Dwitya Nurul Komari Patricia, Adella Prabowo , Yogi Muhammad Pandu Pramana Saputra Prilian Eviningsih, Rachma Purawanto, Era Purmono, Bintoro Bagus Rachma Prilian Eviningsih, Rachma Prilian Rahayu, Ratna Bhanuwati Rakhmawati, Renny Ramadhan, Ashriansyah Ramadhani, Hanif Fariz Rifki, Maulana Radiyan Romanisti, Shemma Anggia Rusli, Muhammad Rizani Salsabila, Kania Saputra, Dimas Saputra, Maulid Tommy Septi Yanaratri, Diah Setiadi, Galang Setiya Raharja, Lucky Pradigta Sigit Ardi Saputra Soebagio Soebagio Suharyanto, Hendik Eko Hadi Suryani Dahniati Suryanto Suryanto Suryono Suryono Sutedjo Sutedjo Syahbandi Syahbandi Syahbandi Syaifullah, Muhammad Hasan Taufik, Tofikurrahman Wahed Tegar Aryo Pratomo Titik Rosnani Verizki, Chita Vicky Hadasya Pratama Victorio, Michael Wenny Pebrianti Wijaya, Piter Tanto Yakin, Ainul Yohanes Dandy Yulianto, Rifky Syahputra Yuspita, Agata