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All Journal SELAPARANG: Jurnal Pengabdian Masyarakat Berkemajuan Kresna: Jurnal Riset dan Pengabdian Masyarakat Maeswara: Jurnal Riset Ilmu Manajemen dan Kewirausahaan Jurnal Ilmiah Akuntansi Jurnal Ilmiah Manajemen dan Akuntansi
Triana Anggraini
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Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Nursing Public Health Social Sciences Other

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Journal : Maeswara: Jurnal Riset Ilmu Manajemen dan Kewirausahaan

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Peningkatan Loyalitas Pelanggan Melalui E-CRM Pada Doktorandus Koffie Taqwa Putra Budi Purnomo Sidi; Justin Bongsoikrama; Triana Anggraini; Devit Setiono
Maeswara : Jurnal Riset Ilmu Manajemen dan Kewirausahaan Vol. 1 No. 5 (2023): Oktober : Maeswara
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/maeswara.v1i5.343

Abstract

This research aims to investigate whether E-CRM can moderate the quality of products on customer loyalty. The sample consisted of 100 respondents from the academic community of Universitas Budi Luhur in 2023. Data were collected directly through Google Forms, and data analysis was conducted using SEM-PLS with outer and inner model stages. The research results indicate that the quality of products significantly influences customer loyalty with a significance value of 0.018. E-CRM also significantly affects customer loyalty with a significance value of 0.000. However, E-CRM does not moderate the relationship between product quality and customer loyalty, with a significance value of 0.707
Co-Authors Anwar Rifa’i Devit Setiono Fresheila Thisa Aurelia Hidayat, Ravindra Safitra Jessica Patricia Wijaya Justin Bongsoikrama Muhammad Vryzas Fadillah Nugraha Abdullah, Indra Ratna Kusumawardani, Ratna Ruwirohi, Jan Everhard Samidi Samidi Siti Nurdian Erniza Taqwa Putra Budi Purnomo Sidi Hiram Taqwa Putra Budi Purnomo Sidi Hiram Tri Ika Jaya Kusumawati Tutik Sri Susilowati