Maeswara: Jurnal Riset Ilmu Manajemen dan Kewirausahaan
Vol. 1 No. 5 (2023): Oktober : Maeswara

Peningkatan Loyalitas Pelanggan Melalui E-CRM Pada Doktorandus Koffie

Taqwa Putra Budi Purnomo Sidi (Unknown)
Justin Bongsoikrama (Unknown)
Triana Anggraini (Unknown)
Devit Setiono (Unknown)

Article Info

Publish Date
11 Oct 2023

Abstract

This research aims to investigate whether E-CRM can moderate the quality of products on customer loyalty. The sample consisted of 100 respondents from the academic community of Universitas Budi Luhur in 2023. Data were collected directly through Google Forms, and data analysis was conducted using SEM-PLS with outer and inner model stages. The research results indicate that the quality of products significantly influences customer loyalty with a significance value of 0.018. E-CRM also significantly affects customer loyalty with a significance value of 0.000. However, E-CRM does not moderate the relationship between product quality and customer loyalty, with a significance value of 0.707

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Journal Info
Maeswara: Jurnal Riset Ilmu Manajemen dan Kewirausahaan
Website

Abbrev

Maeswara

Publisher

Asosiasi Riset Ilmu Manajemen dan Bisnis Indonesia

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Description

Human Resource Management, Financial Management, Marketing Management, Public Sector Management, Operations Management, Supply Chain Management, Corporate Governance, Business Ethics, Management Accounting and Capital Markets and ...