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All Journal Jurnal Ilmiah Ekonomi dan Bisnis
Perdana, Wahyu Goesty Perdana
Unknown Affiliation
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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PENGARUH TRUST, PRIVACY, DAN QUALITY OF SERVICE TERHADAP KEBERHASILAN E-CRM MELALUI CUSTOMER SATISFACTION PADA PENGGUNAAN E-WALLET Perdana, Wahyu Goesty Perdana; Welsa, Henny; Ningrum, Nonik Kusuma
Jurnal Ilmiah Ekonomi Dan Bisnis Vol. 21 No. 1 (2024)
Publisher : Universitas Lancang Kuning

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31849/jieb.v21i1.18007

Abstract

E-wallet is a popular payment system in society due to technological advancements causing disruption. This research was conducted to study the success of E-CRM (Electronic Customer Relationship Management) among e-wallet users in terms of Trust, Privacy, and Quality of Service, with Customer Satisfaction as a mediating variable. This study employed a quantitative method with a sample size of 190 respondents. Data were tested through descriptive analysis and multiple linear regression. Findings revealed that Trust does not have a relationship with E-CRM. Service quality and privacy influence E-CRM, where all three variables trust, privacy, and quality of service have a significantly positive impact on customer satisfaction. This research provides information regarding the influence of trust, privacy, and service quality on the success of E-CRM systems through customer satisfaction in using e-wallets. It is highly valuable and can be considered for the implementation of E-CRM
Co-Authors Henny Welsa Nonik Kusuma Ningrum