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All Journal Jurnal Ilmiah Manajemen Kesatuan
Radityo Putro Handrito
Universitas Brawijaya, Indonesia
Economics, Econometrics & Finance Social Sciences

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The Impact of Electronic Customer Relationship Management (e-CRM) on e-Loyalty Maudy Amalyah Dodhy Putri; Ananda Sabil Hussein; Radityo Putro Handrito
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.
The Influence of K-pop Concert Attractiveness on Fanaticism: Dual Mediation by Satisfaction of Idol and Promoter in Indonesia Haditha Miftahul Sabrina; Ananda Sabil Hussein; Radityo Putro Handrito
Jurnal Ilmiah Manajemen Kesatuan Vol. 13 No. 6 (2025): JIMKES Edisi November 2025
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v13i6.4187

Abstract

Indonesia has become one of the largest markets for Korean popular music concerts, with billions of streams and sold-out events. This study explores how concert attractiveness affects fanaticism among Indonesian fans, using satisfaction with idols and satisfaction with promoters as mediating factors. The research draws on the idea that satisfaction grows when experiences meet or exceed expectations, turning initial appeal into lasting loyalty. The study uses a quantitative explanatory approach with purposive sampling. Surveys were collected from 250 fans who attended at least one Korean popular music concert between 2022 and 2024. Data were analyzed using structural equation modeling with partial least squares. Results show that attractiveness strongly influences both idol satisfaction and promoter satisfaction, which then drive fanaticism. The model explains 52 percent of idol satisfaction, 48 percent of promoter satisfaction, and 61 percent of fanaticism. Idol satisfaction has a stronger mediating effect than promoter satisfaction. Concert attractiveness alone is not enough to create fanaticism. It works through confirmed expectations that build satisfaction with both performers and event organizers. Idol-focused satisfaction plays the bigger role, but promoter quality remains essential for sustainable fan experiences.
Co-Authors Ananda Sabil Hussein Haditha Miftahul Sabrina Maudy Amalyah Dodhy Putri