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All Journal JOURNAL OF APPLIED BUSINESS ADMINISTRATION IIJSE
Sri Rezeki
Sekolah Tinggi Ilmu Ekonomi Eka Prasetya, Medan, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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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.
The Role of Green Products and Brand Experience in the Decision to Use Grab Services in Medan City Elisabeth Nainggolan; Sri Rezeki; Afrizal Loebis; Kelvin Lie
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.v8i3.7080

Abstract

This study aims to analyze the role of Green Product and Brand Experience in the decision of Grab service users in Medan City. This study uses a quantitative approach with a survey method, involving 140 respondents who use Grab services in Medan City. Data was collected through a questionnaire that measured respondents' perception of Green Product, Brand Experience, and their decision to use Grab services. Validity and reliability tests were carried out to ensure the validity of the research instruments, with results showing that all instruments were valid and reliable. The data obtained was analyzed using multiple linear regression to test the influence of independent variables (Green Product and Brand Experience) on dependent variables (User Decisions). The results of the study show that Green Product and Brand Experience have a significant influence on users' decisions to choose Grab services. Simultaneously, these two variables influence user decisions, with Green Products contributing to increased environmental awareness, while Brand Experience affects users' perception and loyalty to the Grab brand. The regression model used in this study meets classical assumptions, such as normality, the absence of multicollinearity, and the absence of heteroscedasticity, so this model can be relied upon for further analysis. Based on these findings, Grab is advised to further optimize the promotion of GrabElectric services as an environmentally friendly product and continue to improve the brand experience to attract more users, especially those who care about environmental sustainability issues. This research contributes to the understanding of how environmental factors and brand experience can influence users' decisions in choosing app-based transportation services.
Service quality and consumer trust as determinants of customer satisfaction: Evidence from an automotive showroom in Medan Sri Rezeki; Desma Erica Maryati Manik; Isra Rafika Sihombing; Dian Setyorini; Rima Sapira
Journal of Applied Business Administration Vol 10 No 1 (2026): Journal of Applied Business Administration
Publisher : Pusat P2M Politeknik Negeri Batam

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30871/jaba.12813

Abstract

Consumer satisfaction in the automotive retail sector is shaped by both operational and relational service factors, yet empirical evidence integrating these mechanisms in the Indonesian two-wheeler showroom context remains scarce. Against a backdrop of year-to-year sales variation at Yamaha Motor Showroom Branch Klambir V in the Medan–Deli Serdang corridor, this study examines the effects of service quality and consumer trust on customer satisfaction. A quantitative cross-sectional survey design was employed with 150 respondents selected through purposive sampling. Data were collected using a structured questionnaire measured on a five-point Likert scale. Instrument validity was assessed via Corrected Item-Total Correlation and reliability via Cronbach’s Alpha; classical assumption tests (normality, multicollinearity, and heteroskedasticity) preceded multiple linear regression. All instruments were valid and reliable (α > 0.80). Regression results indicated that service quality (β = 0.497, t = 8.121, p < 0.001) and consumer trust (β = 0.473, t = 7.734, p < 0.001) each exerted a positive and significant effect on customer satisfaction, and jointly explained 44.3% of its variance (F = 60.186, p < 0.001, Adjusted R² = 0.443). Theoretically, the study extends the SERVQUAL and commitment–trust frameworks by demonstrating that an operational construct (service quality) and a relational construct (trust) function as comparably strong, complementary determinants of satisfaction within a single bounded automotive-retail setting—a context in which the two have rarely been tested jointly. Practically, management is advised to invest in service training, strengthen the service environment, and improve communication transparency to sustain consumer trust and satisfaction.
Co-Authors Afrizal Loebis Desma Erica Maryati Manik Dian Setyorini Elisabeth Nainggolan Hommy Dorthy Ellyany Sinaga Isra Rafika Sihombing Kelly Huang Kelvin Lie Petrus Loo Rima Sapira