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All Journal Jurnal Ekonomi, Bisnis dan Kewirausahaan (JEBIK) Lingua Cultura EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis SINERGI: Jurnal Ilmiah Ilmu Manajemen Journal Of Management Science (JMAS) International Journal of Economics, Business and Accounting Research (IJEBAR) eCo-Buss Enrichment : Journal of Management Jurnal Akuntansi, Manajemen dan Ilmu Ekonomi (JASMIEN) Prima Abdika: Jurnal Pengabdian Masyarakat Jurnal Ekonomi eCo-Fin Jurnal Ilmiah Manajemen, Bisnis dan Kewirausahaan JAMBURA: JURNAL ILMIAH MANAJEMEN DAN BISNIS Journal of Management and Digital Business Journal of Applied Management Research Jurnal Manajemen, Akuntansi, Ekonomi Jurnal Multidisiplin West Science Jurnal Industri dan Inovasi (INVASI) JIM: Jurnal Ilmiah Mahasiswa Pendidikan Sejarah Jurnal Bisnis dan Kewirausahaan El-Mujtama: Jurnal Pengabdian Masyarakat Ulil Albab Joong-Ki
Juniwati Juniwati
Binus University
Religion Arts Humanities Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Mathematics Social Sciences Transportation Other

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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.
Co-Authors Ahmad Salahuddin Ahmad Shalahuddin, Ahmad AHMADI Al Vayyed Shalatar Barqah Djus Alika, Florensia Alisa, Alisa Alqhani, Adip Amalia, Joezka Ana Fitriana Anggraini Syahputri Anwar Azazi Apriyadi, Ridho Nur Ardhionova, Reyhan Davin Ardiansyah, Fito Arman Jaya Asria, Khujjah Ayu Astuti, Rindi Badariah, Alya Barkah, Barkah Cahyadi, Muhammad Byan Farreldipo Cendrawaty Cendrawaty Cristianto, Dwi Adnes Julians Dapa Rahmadana Daud, Ilzar Endah Mayasari Erna Listiana Fahri Fahri Fahruna, Yulyanti Fatoni, Afif Fauzan, Rizky Fredericha Titania Yusara Giriati, Giriati Gita, Leiya Goyovi, Julia Hapsari, Fadhilla Anindita Harry Setiawan Helma Malini Heriyadi, Heriyadi Hermanto, Dicky Iqbal*, Muhammad Juliani, Harisa Julianto, Alven Karina Nadjwa Amardi Karlina, Tety Maghribi, Rizqi Marwan, Nayla Inayah Meliani, Dwi Rosita Muhammad Afif Muhammad Iqbal Mustaruddin Mustika, Uray Ndaru Nadila Rizki Ningrum, Imas Dwi Nur Afiah, Nur Penampe, Marie Anne Ester Perawati Perawati, Perawati Pricilla, Maria Olivia Purmono, Bintoro Bagus Purnomo, Bintoro Bagus Purwanto, Dimas Putri Pangestika, Putri Putri Rahmadani, Putri Putri, Shafira Ananda Rahayu, Nika Gita Rahayu, Ratna Bhanuwati Ramadani, Lusi Ramadania Ramadania, Ramadania Ramadhan, Rizani Rifqy, Muhammad Rizqi Wahyudi Riztika, Dheanisa Tri Rusik, Magdalena Polonia Saputra, Wira Sartika, Fiona Setiawan, Bayu Ajib siti zahra zahira Soe, Sinta Bella Suryanita, Fitri Novianti Syahbandi Syahbandi Syaifullah, Muhammad Hasan Titik Rosnani Uray Ndaru Mustika Videlya, Viola Wendy Wenny Pebrianti Yovita Yovita