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Arsana, I Putu Yogi
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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The Role of E–Supply Chain Management, E–Service Quality and E–Customer Relationship Management on Customer Satisfaction of Defense Industries Arsana, I Putu Yogi; Soediantono, Dwi; Siswanto, Siswanto; Radyawanto, Aris Setyo
PINISI Discretion Review Volume 5, Issue 2, March 2022
Publisher : Universitas Negeri Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26858/pdr.v5i2.31638

Abstract

The purpose of this study was to determine the satisfaction of defense industries  consumers, using the variables E - Service Quality, E - Supply Chain Management and E - Customer Relationship Management. The method used is descriptive quantitative research with a sample of 250 defense industries respondents. Data analysis using Structural Equation Modeling (SEM) with data processing tools SmartPLS 3.3.3. The results of the research show that simultaneously E - Service Quality, E - Supply Chain Management, and E - CRM have a significant effect on defense industries  consumer satisfaction. It can be said that simultaneously E - Service Quality, E - Supply Chain Management, and E - CRM have a significant effect on customer satisfaction.
Co-Authors Radyawanto, Aris Setyo S Siswanto Soediantono, Dwi