The Effect of E-CRM Implementation and E-Service Quality on Corporate Image and Customer Satisfaction and Its Impact on Customer Loyalty
Keywords:: E-CRM; E-Service Quality; Corporate image; Customer Satisfaction and Customer Loyalty
The purpose of this study is to explain and analyze the effect of e-CRM and e-service quality on corporate image and customer satisfaction and their impact on customer loyalty. Competition in the business world to get maximum profit every company is always trying to maintain the company's image and increase customer satisfaction in order to impact customer loyalty. e-CRM and e-service quality are breakthroughs in innovation to improve the corporate image and customer satisfaction, which will have an impact on customer loyalty. This research is an explanatory study on the number of samples obtained using the Slovin formula with 204 respondents. The sampling technique used is a random sampling technique. The analytical method used was PLS SEM. The results of this study show that the e-CRM variable has an effect, but is not significant, on customer loyalty, and the company image variable does not mediate the electronic service quality variable on customer loyalty. The practical implications obtained from this research can be used by related companies to evaluate e-CRM, e-service quality, corporate image, customer satisfaction, and customer loyalty within the company so that this research can support the company's strategy of efforts to maintain customer satisfaction and loyalty
Abd-El-Salam, Eman Mohamed, Ayman Yehia Shawky, & Tawfik El-Nahas. (2013). The impact of corporate image and reputation on service quality, customer satisfaction and customer loyalty: testing the mediating role. Case analysis in an international service company. The Business & Management Review, 3(2), 177–196.
Al-dweeri, Mohammad, R., Obeidat, Z. M., Al-dwiry, M. A., Alshurideh, M. T., & Alhorani, A. M. (2017). The impact of e-service quality and e-loyalty on online shopping: moderating effect of e-satisfaction and e-trust. International Journal of Marketing Studies, 9(2), 92–103.
Albetris. (2021). The Effect Of E-Service Quality On E-Satisfaction Through Corporate image On Islamic Bank. Jurnal Manajemen Dan Bisnis, 10(2), 241–257.
Belk, R. W. (1975). Situational variables and consumer behavior. Journal of Consumer Research, 2, 157–164.
Chaffey, D. (2011). E-business and e-commerce management: Strategy, implementation and practice. (5th ed.). Pearson.
Cholisati, Nurifatul, Maesaroh, E. S., Rohman, F., & Puspaningrum, A. (2019). The role of customer satisfaction on the effect of service quality and corporate image on customer loyalty. MEC-J (Management and Economics Journal), 3(3), 255–264.
Chung, Ki-Han, Yu, J.-E., Choi, M.-G., & Shin, J.-I. (2015). The effects of CSR on customer satisfaction and loyalty in China: the moderating role of corporate image. Journal of Economics, Business and Management, 3(5), 542–547.
Darmawan, D. (2018). The effect of service quality, customer satisfaction and corporate image on customer loyalty in the banking sector in Indonesia. IOSR Journal of Business and Management (IOSR-JBM), 19(11).
Darojat, T. A. (2020). Analysis of E-CRM and e-Service Quality of Customer Loyalty at PT. Kidang Rangga Jakarta Mebel With Satisfaction as an Intervening Variable. Jurnal Mantik, 3(4), 671–677.
Effendy, O. U. (2015). Ilmu, Komunikasi Teori dan Praktek Komunikasi. PT. Citra Aditya Bakti.
Falk, R. F., & Miller, N. B. (1992). A Primer for Soft Modeling. The University of Akron.
Fornell, C., & Bookstein, F. L. (1982). Two structural equation models: LISREL and PLS applied to consumer exit-voice theory. Journal of Marketing Research., 19(4), 440–452. https://doi.org/https://doi.org/10.2307/3151718
Ghozali, I. (2014). Structural Equation Modeling Metode Alternatif dengan PLS. Universitas Diponegoro.
Harijanto, Tiko, A., & Watson, W. (2021). The influence of e-service quality towards customer satisfaction and customer loyalty on gopay electronic wallet Users. Jurnal Inovasi Penelitian, 2(6).
Hesamian, Hesam, M., Jia, W., He, X., & Kennedy, P. (2019). Deep learning techniques for medical image segmentation: achievements and challenges. Journal of Digital Imaging, 32, 582–596.
Hovland, C. I., Janis, I. K., & Kelley, H. H. (1953). Communication and persuasion. Yale University Press.
Ibrahim, Yasser, Abbas, T., & Kamal, M. (2021). The Use of Electronic Customer Relationship Management (E-CRM) Features through Hotel'Website to Enhance Customer Loyalty and Brand Image. Journal of Association of Arab Universities for Tourism and Hospitality, 21(1), 103–125.
Ishaq, Muhammad Ishtiaq, M. H. B., Hamayun, A. A., Danish, R. Q., & Hussain, N. M. (2014). Role of corporate image, product quality and customer value in customer loyalty: Intervening effect of customer satisfaction. Journal of Basic and Applied Scientific Research, 4(4), 89–97.
Karyose, Hellen, Astuti, W., & Ferdiansjah, A. (2017). Customer loyalty: the effect of service quality, corporate image, customer relationship marketing and customer satisfaction as intervening variable-an empirical analysis of bank customers in Malang City. Marketing and Branding Research, 4, 336–347.
Khan, Ullah, R., Salamzadeh, Y., Iqbal, Q., & Yang, S. (2022). The impact of customer relationship management and company reputation on customer loyalty: The mediating role of customer satisfaction. Journal of Relationship Marketing, 21(1), 1–26.
Kotler, P., & Armstrong, G. (2014). Principles of marketing. (14th ed.). Pearson.
Kotler, Phillip, & Keller, K. L. (2016). Manajemen Pemasaran (Jilid 1) (12th ed.). PT. Indeks.
Kurniati, Haura, Prabumenang, A. K. R., & Aditya, S. (2021). The Effect of E-Service Quality and Brand Image Toward Netflix Customer Loyalty through Customer Satisfaction. Jurnal REKOMEN (Riset Ekonomi Manajemen), 5(1), 17–29.
Mang'unyi, E., E., Khabala, O. T., & Govender, K. K. (2018). Bank customer loyalty and satisfaction: the influence of virtual e-CRM. African Journal of Economic and Management Studies.
Marshellina, & Prabowo, H. (2013). Pengaruh e-CRM dan Service Quality terhadap Customer Satisfaction dan Dampaknya terhadap Customer Loyalty pada PT XL. Binus Business Review.
Marsollina, N. P., Wulandari, N. L. A. A., & Wilyadewi., I. I. D. A. Y. (2022). Pengaruh E-Service Quality dan Citra Koperasi terhadap Kepuasan Anggota Koperasi. Widya Amrita: Jurnal Manajemen, Kewirausahaan Dan Pariwisata, 2(1), 233–245.
Mehrabian, A., & Russell, J. A. (1974). An approach to environmental psychology. The MIT Press.
Muharam, H., Chaniago, H., Endraria, E., & Harun, A. Bin. (2021). E-service quality, customer trust and satisfaction: Market place consumer loyalty analysis. Jurnal Minds: Manajemen Ide Dan Inspirasi, 8(2), 237–254.
Nawangasari, S., & Putri, N. D. (2020). Pengaruh E-Service Quality Dan E-Trust Terhadap Kepuasan Nasabah Pengguna Bni Mobile Banking Melalui Citra Bank Sebagai Variabel Intervening. Jurnal Ilmiah Matrik, 22(1), 55–63.
Nyadzayo, W., M., & Khajehzadeh, S. (2016). The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image. Journal of Retailing and Consumer Services, 30, 262–270.
Octaviani, Citra, O., & Rizan, M. (2021). The Effect of E-Service Quality and Perceived Price Fairness on Customer Loyalty Which Customer Satisfaction as Intervening Study on Online Shopping Sites in Indonesia. Jurnal Dinamika Manajemen Dan Bisnis, 4(1), 143–171.
Pirouz, D. M. (2006). An overview of Partial Least Square. University of Western Ontario-The Richard Ivey School of Business.
Puriwat, W., & Tripopsakul, S. (2017). The impact of e-service quality on customer satisfaction and loyalty in mobile banking usage: A case study of Thailand. Polish Journal of Management Studies, 15(2), 183–193.
Roche, I. D. (2014). An empirical investigation of Internet banking service quality, corporate image and the impact on customer satisfaction; with special reference to Sri Lankan banking sector. Journal of Internet Banking and Commerce. https://www.icommercecentral.com/open-access/an-empirical-investigation-of-internet-banking-service-quality-corporate-image-and-the-impact-on-customer-satisfaction.php?aid=37993
Sangadji, Mamang, E., & Sopiah. (2013). Perilaku Konsumen. Andi Offset.
Sugiyono. (2016). Metode Penelitian Kuantitatif, Kualitatif dan R&D. PT. Alfabet.
Sundaram, V., Ramkumar, D., & Shankar, P. (2017). Impact of e-service quality on customer satisfaction and loyalty empirical study in India online business. Kinerja, 21(1), 48–69.
Turban, E. (2012). A Managerial and Social Network Perspective. Pearson Education, Inc.
Upadhyaya, M. (2019). Analysis of e-crm, service quality and brand trust Relationship with student satisfaction. Humanities and Social Sciences Reviews.
Woodworth, D. S. (1938). Experimental Psychology. Henry Holt.
Zulfadli, Lubis, A. R., & Lubis., P. H. (2020). The Effect Of E-Service Quality And Customer Relationship Management On Customer Loyalty With Customer Satisfaction And Trust Asmediation Variables For Instagram Users In Banda Aceh. International Journal of Business Management and Economic Review, 3(1).
Copyright (c) 2023 PROFIT: JURNAL ADMINISTRASI BISNIS
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
The copyright of the received article shall be assigned to the journal as the publisher of the journal. The intended copyright includes the right to publish the article in various forms (including reprints). The journal maintains the publishing rights to the published articles.
This work is licensed under a
Creative Commons Attribution-NonCommercial 4.0 International License