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THE INFLUENCE OF E-CRM AND CORPORATE REPUTATION ON CUSTOMER LOYALTY WITH CUSTOMER SATISFACTION AS A MEDIATING VARIABLE (A STUDY OF PT UNIVAN GLOBAL LOGISTIK CUSTOMERS) Ratri Wulandari; Sri Wartini
International Journal of Social Science, Educational, Economics, Agriculture Research and Technology (IJSET) Vol. 5 No. 9 (2026): AUGUST
Publisher : RADJA PUBLIKA

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Abstract

This study aims to analyze the effect of Electronic Customer Relationship Management (E-CRM) and corporate reputation on customer loyalty, with customer satisfaction as a mediating variable at PT Univan Global Logistik. Retaining corporate customer loyalty is a crucial challenge in the competitive logistics industry. A quantitative method was employed by collecting primary data from 190 customer respondents selected through purposive sampling. Data analysis was conducted using a Structural Equation Modeling (SEM) approach based on Partial Least Squares (PLS) with SmartPLS 4.0 software. The results indicate that E-CRM and corporate reputation have a positive and significant direct effect on both customer satisfaction and loyalty. Customer satisfaction is also proven to have a positive and significant effect on customer loyalty. In the mediation testing, customer satisfaction significantly bridges the effect of corporate reputation on loyalty. However, customer satisfaction does not mediate the relationship between E-CRM and customer loyalty. In conclusion, strengthening reputation and managing digital customer relations directly impact corporate client retention, although satisfaction with E-CRM facilities does not guarantee long-term commitment without the support of operational efficiency on the ground.
Co-Authors A.A. Ketut Agung Cahyawan W Agus Wibowo Alif Yulio Alifa Rizqia Rachmawati, Alifa Rizqia Ana Febriyanti, Ana Andhi Wijayanto Andhi Wijayanto Annur, Abdul Fattah Aulia, Deni Azhar, Awwala Maulidya Bahzar, Mohammad Bambang Supriyadi Bintari, Yunia Karisma Bogy Febriatmoko Bogy Febriatmoko Bunga Budi Utami, Bunga Budi Desti Ranihusna Ela Zakiya Muslichati, Ela Zakiya Endang Sutrasmawati Enih Sulastri Erisa Aprilia Wicaksari Euis Soliha G, Widyatmike Hadijah, Hadi Siti Hadiwinata, Bagus Haryaka, Usfandi Hasibuan, P Erianto Hendrajaya Hengky Pramusinto Heriman Hikmah, Fahmi Ainul Ida Maftukhah Indrayati, Artin Jarir, Dewi Virgiastuti Jefri Putri Nugraha Komariah, Laili Lambang Subagiyo Lapaiku, Heriman Lestari, Mitaqul Dwi Lilis Nur Aisyah, Lilis Nur LUWIHA LUWIHA Made Virma Permana Mahargyo, Dhady Pelita Moh. Khoiruddin Muhammad Saparuddin Nadia Ingrida Kusumadewi Nani Imaniyati Nisa Hakimah Nur Laily Nurlaili Nury Ariani Wulansari Permanawati, Rahmadani Nur Phany Ineke Putri, Phany Ineke Prananta, Widya Prayoto Prayoto Prayoto Rahardjo, R. Sugeng Rahardjo, Sugeng Ratna Sari, Dwi Ratri Wulandari Renaldi, Dicky Riani Riani Rizki Viana, Rizki Rizky, Putri Nurhanida Rulita Hendriyani, Rulita S Martono S. Martono Sabariyah, Nunung Samosir, Betania Agustina Samosir, Betania Agustina Saputra, Irwan Sasongko, Dimas Bayu Sembiring, Denisa Br Setianto, Ganang Setianto, Ganang Sifani, Reza Fahrizal Suprakto, Bambang Supri Hartini, Supri Sura Pratama, Arya Surahmat, Djoko SUSANTO SUSANTO Suseno, Dewi Alima Nostalia Syahputra, Arie Abri Zatama Tiarnida Nababan Ulfa, Unzilla Ainun Vike Aprilianin Marwintaria Saputri Wahyu Harjiyanti Waluyo, Buyung Purnomo Warman Warman Warman Widiyanto Widyastuti, Rida Widyatmike Gede Mulawarman Wiradendi, Cristian Yudha Purnama, Trendi Yusuf Wildan Setiyadi, Yusuf Wildan