An Analysis of the Implementation of Electronic Customer Relationship Management (E-CRM) Towards Customer Loyalty

Noviana, Graha

doi:10.2991/aebmr.k.210831.086

Cited by 5 publications

(3 citation statements)

References 29 publications

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“…The effect of CRM on customer loyalty is found in several previous research results. Previous research states that there is a positive and significant relationship between CRM and customer loyalty (Noviana, 2020) (Karim & Habiba, 2020) (Grihani & Kusumadewi, 2021) (Gopalsamy & Gokulapadmanaban, 2021) (Khan, Salamzadeh, Iqbal, & Yang, 2022).…”

Section: Literature Reviewmentioning

confidence: 99%

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Implementation Of Customer Relationship Management In Order To Build Customer Satisfaction And Loyalty

Fauziyyah¹,

Khusna

2022

jmi

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This study aims to examine the impact of the implementation of customer relationship management (CRM) on customer satisfaction and loyalty, and the impact of satisfaction on customer loyalty of government commercial banks (BNI, BRI, Bank Mandiri, and BTN) in East Java Province. The research instrument used was a questionnaire. The research covered employees, technology, sales, products, and performance. The population of this study is all depositors of government commercial banks (BNI, BRI, Bank Mandiri, and BTN) in East Java Province. The sampling method uses purposive sampling with a total sample of 120 respondents taken in three locations in three cities in the East Java region, namely: Jember City represents a small town, Malang City represents a medium city, and Surabaya City represents a large city. The allocation of the number of samples for each bank and each city is carried out proportionally. Data analysis models use Structural Equation Modelling (SEM). The analysis shows that CRM has a significant positive effect on customer satisfaction and loyalty, and customer satisfaction has a significant positive effect on customer loyalty. Keywords — customer relationship management, customer satisfaction, customer loyalty

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Section: Literature Reviewmentioning

confidence: 99%

“…There is a positive and significant influence between the effectiveness of ECRM on the level of customer loyalty so that improving the quality and effectiveness of ECRM is very important to increase customer loyalty (Noviana, 2020). Furthermore, several CRM components have been proven to have impact customer loyalty (Karim & Habiba, 2020).…”

Section: Introductionmentioning

confidence: 99%

Implementation Of Customer Relationship Management In Order To Build Customer Satisfaction And Loyalty

Fauziyyah¹,

Khusna

2022

jmi

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“…It aims to foster emotional connections with stakeholders (Elkhansa & Hamid, 2020;Jain et al, 2022) and has four dimensions: Complaint Resolution, Customer Orientation, Customer Empowerment, and Customer Knowledge. However, its definition has recently narrowed, often seen only as a tech tool for communication (Frow & Payne, 2009), leading to ambiguous definitions and implementation failures (Dehghanpouri et al, 2020;Eltahir et al, 2021;Noviana, 2021). Furthermore, CRM automates business processes across customer touchpoints, facilitating engagement and interdepartmental communication (Peelen & Beltman, n.d.).…”

Section: Introductionmentioning

confidence: 99%

Redefining CRM for the Digital Age: The Role of Customer Data Protection from an Islamic Perspective

Furwanti,

Casmini,

Wibowo

2024

SJEKI

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- This study refines Customer Relationship Management (CRM) as a strategic approach for the digital era. It proposes Customer Data Protection (CDP) as a crucial new dimension for a more holistic CRM framework. This revised framework addresses inconsistencies in past CRM definitions, which have contributed to implementation failures across industries. The urgency for this refinement is further emphasized by Indonesia's weak data security landscape. Employing a quantitative survey methodology, the study gathers data from 412 respondents selected through purposive sampling. Confirmatory Factor Analysis (CFA) is then utilized to analyze each CRM dimension within the collected data. The empirical findings establish five significant dimensions of CRM, forming a strategic framework referred to as the "5C CRM." This framework encompasses processes for cultivating positive stakeholder relationships, preserving company value, and ultimately enhancing customer satisfaction. From an Islamic perspective, data protection aligns with the Maqāṣid Sharia principle of hifdz al-nafs (protecting life). By securing customer data, companies safeguard customers from potential dangers associated with cybercrime and unauthorized access. This aligns with the Quranic verse An-Nur:27, which emphasizes seeking permission before entry. This verse signifies the company's responsibility to secure and protect customer data from unauthorized access. Ultimately, businesses that actively safeguard personal information are more likely to cultivate customer satisfaction and loyalty. The findings suggest that prioritizing data security not only aligns with Islamic principles but also fosters stronger customer relationships.========================================================================================================ABSTRAK - Redefinisi CRM untuk Era Digital: Peran Perlindungan Data Konsumen dalam Perspektif Islam. Penelitian ini meredefinisi konsep Customer Relationship Management (CRM) sebagai pendekatan strategis untuk era digital dengan mengusulkan dimensi baru, yaitu Perlindungan Data Konsumen (Customer Data Protection - CDP), untuk menciptakan kerangka kerja CRM yang lebih komprehensif. Penyempurnaan ini bertujuan untuk mengatasi persoalan inkonsistensi definisi CRM yang berakibat pada kurang efektifnya implementasi di berbagai sektor. Urgensi penyempurnaan ini disebabkan oleh kondisi keamanan data di Indonesia yang masih lemah sehingga sering terjadi kebocoran data. Penelitian ini menggunakan metode kuantitatif yang mengumpulkan data melalui survei kuesioner dari 412 responden yang dipilih secara purposif. Confirmatory Factor Analysis (CFA) digunakan untuk menganalisis dimensi-dimensi CRM dari data yang terkumpul. Hasil kajian menetapkan lima dimensi kunci CRM yang membentuk kerangka strategis yang disebut “5C CRM”. Kerangka ini mencakup proses yang dilakukan perusahaan untuk membina hubungan positif dengan pemangku kepentingan internal dan eksternal, menjaga nilai perusahaan, dan meningkatkan kepuasan pelanggan. Dari perspektif Islam, perlindungan data konsumen sejalan dengan prinsip Maqashid Syariah, khususnya aspek hifdz al-nafs (melindungi kehidupan). Dengan pengamanan data konsumen, perusahaan akan melindungi pelanggan dari bahaya kejahatan dunia maya dan akses yang tidak sah. Hal ini sesuai dengan ayat Al-Qur’an An-Nur:27 yang menekankan pentingnya meminta izin sebelum memasuki suatu tempat, yang menandakan tanggung jawab perusahaan untuk mengamankan dan melindungi data konsumen dari akses tidak sah. Pada akhirnya, perusahaan yang secara aktif melindungi informasi pribadi cenderung meningkatkan kepuasan dan loyalitas pelanggan. Temuan penelitian menunjukkan bahwa prioritas terhadap keamanan data tidak hanya sejalan dengan prinsip Islam tetapi juga memperkuat hubungan dengan pelanggan.

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The Relationship Between E-Service Quality, Ease of Use, and E-CRM Performance Referred by Brand Image

Kamal

Naim

Magd

et al. 2022

Advances in Marketing, Customer Relationship Management, and E-Services

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The purpose of this study is to determine the relationship of e-service quality (ESQ) and ease of use (EOU) to electronic customer relationship management (E-CRM), which is referred by brand image (BI). This study presents the relevance of e-commerce (E-COM) in the business world especially in the pandemic situation and how ESQ, EOU contributes in building E-CRM. To show the relation between variables, the authors have applied scattered methods under correlation analysis. The sample was asked various closed ended questions in the domain of ESQ for E-CRM, EOU for E-CRM, ESQ for BI, EOU for BI. The results showed that there is a relationship between BI and E-CRM, ESQ and BI, ESQ and E-CRM, EOU and BI. There is no direct relation between EOU and E-CRM, but BI can facilitate in building the E-CRM. Also, the results show the direct relation between ESQ and E-CRM referred by BI.

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An Analysis of the Implementation of Electronic Customer Relationship Management (E-CRM) Towards Customer Loyalty

Cited by 5 publications

References 29 publications

Implementation Of Customer Relationship Management In Order To Build Customer Satisfaction And Loyalty

Implementation Of Customer Relationship Management In Order To Build Customer Satisfaction And Loyalty

Redefining CRM for the Digital Age: The Role of Customer Data Protection from an Islamic Perspective

The Relationship Between E-Service Quality, Ease of Use, and E-CRM Performance Referred by Brand Image

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