Aulia Kariman, Aulia and Zakaria Wahab, Zakaria Wahab and Muchsin Saggaff Shihab, Muchsin Saggaff Shihab and Diah Natalia, Diah Natalia (2022) The Effect Of E-Crm On Customer Loyalty With Customer Satisfaction As A Mediation Variable (Study Of Users Of BNI Direct South Sumatra). International Research Journal of Management, IT & Social Sciences, x (x). xx-xx. ISSN 2395-7492 (Submitted)
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THE EFFECT OF E-CRM ON CUSTOMER LOYALTY WITH CUSTOMER SATISFACTION AS A MEDIATION VARIABLE.pdf Download (344kB) | Preview |
Abstract
This study aims to measure the effect of E-CRM on customer loyalty through customer satisfaction in 2021 by testing the variables of E-CRM, customer satisfaction, and customer loyalty using BNI Direct. The sample taken in this study amounted to 100 customers/debtors managed by BNI. Using PLS-SEM, the results show that the E-CRM variable contributes 58.7 % to BNI Direct customer satisfaction. This means that BNI Direct customer satisfaction can be explained through E-CRM activities carried out by BNI Direct. Furthermore, the variables of E-CRM and satisfaction contributed 67.6 % to BNI Direct customer loyalty substantially (powerfully). This means that BNI Direct customer loyalty can be explained through BNI Direct's E-CRM activities and the creation of customer satisfaction
| Item Type: | Article |
|---|---|
| Subjects: | H Social Sciences > HB Economic Theory > HB3711-3840 Business cycles. Economic fluctuations H Social Sciences > HB Economic Theory > HB71-74 Economics as a science. Relation to other subjects |
| Divisions: | 01-Faculty of Economics > 61102-Management (S2) |
| Depositing User: | Aulia Kariman |
| Date Deposited: | 07 Nov 2022 14:53 |
| Last Modified: | 07 Nov 2022 14:53 |
| URI: | http://repository.unsri.ac.id/id/eprint/81107 |
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