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All Journal Amalee: Indonesian Journal of Community Research & Engagement JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi) Sanskara Akuntansi dan Keuangan Eastasouth Journal of Impactive Community Services Science Information System and Technology Nomico Dhana
Mesak Yandri Masela
Universitas Lelemuku Saumlaki
Humanities Computer Science & IT Economics, Econometrics & Finance Education Public Health Social Sciences Other

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Journal : Science Information System and Technology

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Development of a Data-Based Customer Relationship Management (CRM) Model to Increase Customer Loyalty in the E-commerce Sector Loso Judijanto; Heppy Agustiana Vidyastuti; Rini Hadiyati; Mesak Yandri Masela
West Science Information System and Technology Vol. 2 No. 03 (2024): West Science Information System and Technology
Publisher : Westscience Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/wsist.v2i03.1523

Abstract

The rapid growth of the e-commerce sector has intensified the need for effective Customer Relationship Management (CRM) systems to enhance customer loyalty. This study aims to develop a data-based CRM model tailored for the e-commerce industry, emphasizing the integration of personalized communication, data-driven insights, and responsiveness. A quantitative approach was employed, with data collected from 60 respondents using a Likert scale of 1 to 5. The data were analyzed using SPSS version 25. Findings reveal significant positive relationships between CRM components and customer loyalty, with data-driven insights emerging as the most influential predictor. This study contributes to the literature by providing actionable insights and a validated framework for leveraging CRM practices in e-commerce. The findings underscore the importance of data integration, personalization, and responsive customer engagement to foster loyalty and gain a competitive advantage in the evolving digital marketplace.
Co-Authors Ali, Helmi Aris Krisdiyanto Asri Ady Bakri Daniel Tulasi Dwi Danesty Deccasari Eko Priyojadmiko Elly Lestari Eva Desembrianita Fenny Heppy Agustiana Vidyastuti Indriyani Indriyani Johanis Nifan Loso Judijanto Muhammad Nur Narew, Ignasius Nazmah Nazmah, Nazmah Ni Nyoman Suarniki Ningsih, Tri Widyastuti Ratih Pratiwi Rina Rifqie Mariana RINI HADIYATI Sella Antesty Setrojoyo, Sudarmo Muhammad Sitti Aminah Supriandi Supriandi Yenny Obsi Satra