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All Journal Jurnal Ilmiah Manajemen Kesatuan
Putri, Maudy Amalyah Dodhy
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Economics, Econometrics & Finance Social Sciences

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The Impact of Electronic Customer Relationship Management (e-CRM) on e-Loyalty Putri, Maudy Amalyah Dodhy; Hussein, Ananda Sabil; Handrito, Radityo Putro
Jurnal Ilmiah Manajemen Kesatuan Vol. 13 No. 5 (2025): JIMKES Edisi September 2025
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v13i5.3600

Abstract

In the era of digital commerce, customer loyalty has become a vital determinant of platform sustainability. This study investigates the impact of Electronic Customer Relationship Management (e-CRM) on electronic loyalty (e-loyalty), with a focus on the mediating roles of e-customer experience and customer engagement. Grounded in Relationship Marketing Theory, the research targets active Tokopedia users in Indonesia using a quantitative approach. Data were collected through an online survey of 240 participants selected via purposive sampling, and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0. The results indicate that e-CRM significantly influences e-loyalty both directly and indirectly. Customer experience and engagement were found to mediate these relationships effectively. Notably, e-CRM improves digital experiences and promotes deeper customer involvement, both of which significantly enhance loyalty. These findings affirm that loyalty in e-commerce is driven not only by technical CRM execution but also by seamless, personalized interactions and emotional connections.
Co-Authors Ananda Sabil Hussein Radityo Putro Handrito