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Journal of Economics and Management
Published by Lembaga Publikasi Ilmiah Nusantara
ISSN : 29877407     EISSN : 29877407     DOI : https://doi.org/10.70716/ecoma.v2i2
Core Subject : Economy, Science,
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance
Journal of Economics and Management (ECOMA) is a peer-reviewed, open access, and online journal about research, reports, book reviews, and commentaries on all aspects of Economics and Management which is published by Lembaga Publikasi Ilmiah Nusantara or PUBLINE Institute. ECOMA provides open access to anyone so that the information and findings in these articles are useful for everyone. This journal article content can be accessed and downloaded for free, free of charge, following the creative commons license used. However, suppose the data in this article is used as material in article writing or anything else. In that case, you must quote and include the article author name in the item being made.
Arjuna Subject : Ilmu Ekonomi, Ekonometrika dan Keuangan (semua kategori) - Ilmu Ekonomi, Ekonometrika dan Keuangan (Lain-Lain)
Articles 41 Documents
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Customer Relationship Management (CRM) Integration in E-Commerce: Impacts on Consumer Loyalty and Retention Pratama, Denny; Wulandari, Indah; Hidayat, Fajar; Lim, Catherine
Journal of Economics and Management Vol. 3 No. 2 (2025): Journal of Economics and Management, August 2025
Publisher : Lembaga Publikasi Ilmiah Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70716/ecoma.v3i2.251

Abstract

This study examines the influence of Customer Relationship Management (CRM) integration on consumer loyalty and retention within the e-commerce sector. As online competition intensifies, e-commerce businesses must develop personalized, consistent, and value-driven customer interactions. Utilizing a quantitative approach, data were collected through an online survey of 300 e-commerce users in Indonesia. The study employs Structural Equation Modeling (SEM) to analyze the relationship between CRM dimensions customer database quality, service responsiveness, personalization, and multichannel integration and their impact on consumer loyalty and retention. Findings reveal that CRM integration significantly enhances customer loyalty, which in turn leads to stronger retention. Personalization and service responsiveness emerged as the strongest predictors. The study highlights the strategic role of CRM systems in fostering long-term consumer engagement and provides practical recommendations for e-commerce firms aiming to build sustainable customer relationships.

Page 5 of 5 | Total Record : 41

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