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Hommy Dorthy Ellyany Sinaga
Sekolah Tinggi Ilmu Ekonomi Eka Prasetya, Medan, Indonesia
Economics, Econometrics & Finance

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The Influence of Sales Promotion and Customer Relationship Management on Customer Purchase Decisions for Products of PT. Auto Star Mandiri Teknotama Medan Hommy Dorthy Ellyany Sinaga; Irvan Rolyesh Situmorang; Zavier Tantra
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 8 No 2 (2025): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v8i2.7063

Abstract

Autostar Mandiri Teknotama (AMT), a car spare parts distributor established in 1999, has experienced a decline in purchases due to ineffective sales promotions and weak implementation of Customer Relationship Management (CRM), making it difficult to maintain customer loyalty amid increasing competition in similar products. The purpose of this study is to determine the effect of sales promotion and customer relationship management on purchasing decisions. The research uses a quantitative method to investigate the stated problems. The population in this study consists of all customers who made purchases from the company during the 2024 period, totaling 153 stores that have been subscribed for more than one year. Given that the population consists of 153 stores, the sampling technique used is a saturated sample, in which the entire population is taken as the sample. The results show that both partially and simultaneously, sales promotion and customer relationship management significantly influence purchasing decisions.
Effectiveness of Electronic Customer Relationship Management, Electronic Service Quality, and Trust on Customer Loyalty at PT Bilah Baja Makmur Abadi Sri Rezeki; Elisabeth Nainggolan; Kelly Huang; Hommy Dorthy Ellyany Sinaga; Petrus Loo
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 8 No 3 (2025): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v8i3.7065

Abstract

This study aims to examine the effects of electronic customer relationship management (e-CRM), electronic service quality, and trust on customer loyalty at PT Bilah Baja Makmur Abadi. The research employs a quantitative approach using a survey method with 167 customers as respondents. Data was collected through questionnaires and analyzed using multiple regression analysis to test the hypotheses. The findings reveal that e-CRM, electronic service quality, and trust each significantly influence customer loyalty both individually and when considered together. Specifically, e-CRM had the highest contribution to customer loyalty, followed by trust and electronic service quality. The research also found that these three factors, when combined, explain over 50% of the variance in customer loyalty. The study contributes to existing theories by linking traditional customer relationship management to modern digital practices and highlights the critical role of trust and service quality in driving customer loyalty in the digital era. The research provides valuable insights for businesses aiming to enhance customer loyalty through digital platforms and offers recommendations for future studies to explore additional factors such as customer satisfaction and brand image.
Co-Authors Elisabeth Nainggolan Irvan Rolyesh Situmorang Kelly Huang Petrus Loo Sri Rezeki Zavier Tantra