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All Journal JURNAL LENTERA : Kajian Keagamaan, Keilmuan dan Teknologi EQIEN - JURNAL EKONOMI DAN BISNIS Jurnal Doktor Manajemen (JDM) Jurnal Pendidikan dan Kewirausahaan Jurnal Ilmiah Manajemen Kesatuan JURNAL ILMIAH KOHESI Jurnal Tunas Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Bima Abdi: Jurnal Pengabdian Masyarakat International Journal of Educational Review, Law And Social Sciences (IJERLAS) Jurnal Ekonomi Jurnal IPTEK Bagi Masyarakat JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi) Journal Of Human And Education (JAHE) Jurnal Masyarakat Indonesia Jurnal Pemberdayaan Sosial dan Teknologi Masyarakat Medani : Jurnal Pengabdian Masyarakat Innovative: Journal Of Social Science Research IIJSE Jurnal Pengabdian Masyarakat dan Riset Pendidikan Gudang Jurnal Pengabdian Masyarakat PROCEEDING INTERNATIONAL BUSINESS AND ECONOMICS CONFERENCE (IBEC) Jurnal Pengabdian Masyarakat Eka Prasetya
Petrus Loo
Sekolah Tinggi Ilmu Ekonomi Eka Prasetya
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Journal : IIJSE

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Effectiveness of Electronic Customer Relationship Management, Electronic Service Quality, and Trust on Customer Loyalty at PT Bilah Baja Makmur Abadi Sri Rezeki; Elisabeth Nainggolan; Kelly Huang; Hommy Dorthy Ellyany Sinaga; Petrus Loo
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 8 No 3 (2025): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v8i3.7065

Abstract

This study aims to examine the effects of electronic customer relationship management (e-CRM), electronic service quality, and trust on customer loyalty at PT Bilah Baja Makmur Abadi. The research employs a quantitative approach using a survey method with 167 customers as respondents. Data was collected through questionnaires and analyzed using multiple regression analysis to test the hypotheses. The findings reveal that e-CRM, electronic service quality, and trust each significantly influence customer loyalty both individually and when considered together. Specifically, e-CRM had the highest contribution to customer loyalty, followed by trust and electronic service quality. The research also found that these three factors, when combined, explain over 50% of the variance in customer loyalty. The study contributes to existing theories by linking traditional customer relationship management to modern digital practices and highlights the critical role of trust and service quality in driving customer loyalty in the digital era. The research provides valuable insights for businesses aiming to enhance customer loyalty through digital platforms and offers recommendations for future studies to explore additional factors such as customer satisfaction and brand image.
Co-Authors - Afrizal Afrizal Agam Sinaga Alfiana Aminuyati Amril Amril Asianna Martini Simarmata Budi Raharjo, Teguh Charles Jhony Mantho Sianturi, Charles Jhony Mantho Claudie Tiofanny Darmawati Darmawati Dedy Lazuardi Desma Erica Maryati M Dewantara, Nowell Dian Setyorini Dina Hastalona Edy Firmansyah EDY FIRMANSYAH Elisabeth Nainggolan Ersa Tarigan Eva Solita Pasaribu Febri Yanto Zai Gultom, Pesta Herlambang, Albert Hommy Dorothy Ellyany Sinaga Hommy Dorthy Ellyany Sinaga Hommy Dorthy Ellyany Sinaga Hommy Dorthy Ellyany Sinaga Irvan Rolyesh Situmorang Jefri Jemmy Christian Rakinaung Junaedi Abas, Ahmad Junika Napitupulu Kelly Huang KRISTINA . Linda Wahyu Marpaung Loso Judijanto Luckyanto, Marvin Manik, Desma Erica Maryati MARDIAH HASANAH NASUTION Marihot Manullang Marpaung, Linda Wahyu Mashitah Binti Duralim Metyria Imelda Hutabarat Metyria Imelda Hutabarat Nainggolan, Elisabeth Nainggolan, Susan G Nasution, Lisa Elianti Ngurah Pandji Mertha Agung Durya Nikous Soter Sihombing NIRWANA DEWI HARAHAP Norhaslina BT Asri Novilia, Fitri Nur Fadzillah Binti Jaafar Pratama Perangin-angin, Muhammad Farid Pristiyono Qadisa Putri Maharani Ramli Semmawi, Ramli Rebecca Evadine Rusmin Saragih, Rusmin SALEH SITOMPUL Sihombing, Marto Simarmata, Asiana Sinaga, Hommy Dorthy Ellyany Sirwindy SITORUS, ERBIN Situmorang, Frenky Situmorang, Irvan Rolyesh Sri Rezeki Sri Rezeki Sri Rezeki Sri Rezeki Suardi Yakub Sujinny, Sujinny Sunday Ade Sitorus Susan G.V Nainggolan Susan Grace Nainggolan Tiofanny, Claudie Widalicin Januarty Yonson Pane Yulianti Hidayah