Article Per Year (5 Year)
p-Index From 2020 - 2025
0.23
P-Index
This Author published in this journals
All Journal Prosiding International Conference on Sustainable Innovation (ICoSI)
Ramadhinda, Hannisa
Unknown Affiliation
Religion Agriculture, Biological Sciences & Forestry Humanities Economics, Econometrics & Finance Languange, Linguistic, Communication & Media

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Electronic Customer Relationship Management and Electronic Service Quality as Antecedents of Customer Retention Fauziyah, Fauziyah; Ramadhinda, Hannisa; Munawaroh, Munjiati
Proceedings International Conference on Sustainable Innovation (ICoSI) Vol. 2 No. 1 (2022): Optimizing Global Benefit for Future Wellbeing
Publisher : Universitas Muhammadiyah Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/icosi.v2i1.81

Abstract

The number of internet users in Indonesia is increasing every year. One of the activities that most users do on the internet is e-commerce. There are many e-commerce service providers in Indonesia. A survey conducted by the Indonesian Internet Service Providers Association (APJII) proves that Tokopedia has the highest number of visitors, up to 157.1 million. It can be a market opportunity for the company. The emergence of many competitors in the marketplace requires research on electronic CRM, electronic service quality, and customer retention. This study aims to analyze the effect of Electronic Customer Relationship Management and Electronic Service Quality on Customer Retention. Research on E-CRM and E-SERVQUAL obtained varied results, especially those conducted in the marketplace in Indonesia. The subjects were customers who had made online transactions at Tokopedia with purchase intensity at least twice in the last six months. The sample of 200 respondents was analyzed using Structural Equation Model (SEM) through the AMOS program. The result shows that electronic customer relationship management and electronic service quality positively and significantly affect customer retention.
Co-Authors Fauziyah Fauziyah