PENGARUH E-CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM) DAN E-SERVICE QUALITY TERHADAP E-CUSTOMER SATISFACTION SERTA DAMPAKNYA TERHADAP E-CUSTOMER LOYALTY

Abstrak

Penelitian ini bertujuan untuk mengetahui Pengaruh E-Customer Relationship Management (E-Crm) dan E-Service Quality Terhadap E-Customer Satisfaction serta dampaknya terhadap E-Customer Loyalty. Penelitian ini menggunakan metode kuantitatif dengan mengolah data primer diperoleh melalui kuesioner dan diberikan kepada pengguna produk SOME BY MI di ecommerce SOCO by sociolla Indonesia sebanyak 100 responden dengan tehnik Non Probability Sampling. Berdasarkan hasil pengujian menunjukkan hasil bahwa Relationship Management berpengaruh signifikan terhadap Customer Loyalty. Service quality berpengaruh signifikan terhadap Customer Loyalty. Customer Relationship Management berpengaruh signifikan terhadap Customer Satisfaction. Service Quality berpengaruh signifikan terhadap Customer Satisfaction. Customer Loyalty berpengaruh signifikan terhadap Customer Satisfaction.

This research aims to determine the influence of E-Customer Relationship Management (E-Crm) and E-Service Quality on E-Customer Satisfaction and its impact on E-Customer Loyalty. This research uses a quantitative method by processing primary data obtained through a questionnaire given to users of the SOME BY MI SOCO by Sociolla Indonesia ecommerce as many as 100 respondents using the Non Probability Sampling technique. Based on the test results, it shows that Relationship Management has a significant effect on Customer Loyalty. Service quality has a significant effect on Customer Loyalty. Customer Relationship Management has a significant effect on Customer Satisfaction. Service Quality has a significant effect on Customer Satisfaction. Customer Loyalty has a significant effect on Customer Satisfaction.