Analysis building customer engagement through e-CRM in the era of digital banking in Indonesia

Hendriyani, Chandra; Raharja, Sam’un Jaja

doi:10.1504/ijepee.2018.10016102

Cited by 10 publications

(10 citation statements)

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“…The positive relationship between customer experience and customer satisfaction showed that banks should improve and maintain long-term relationships with customers. Improving their E-CRM activities would give banks a competitive opportunity to improve their customer relationships (Hendriyani and Raharja, 2018;Kampani and Jhamb, 2020). E-CRM is therefore positively related to customer satisfaction.…”

Section: Discussionmentioning

confidence: 99%

“…In addition, the existing literature lacked research on the relationship between E-CRM and consumer satisfaction based on customer experience (Zaim et al, 2020). Numerous studies have also confirmed the relevance of E-CRM in the ebanking industry (Abdulfattah, 2012;Abu-Shanab and Anagreh, 2015;Kaur and Kaur, 2016;Mang'unyi et al, 2018;Al-Dmour et al, 2019;Chuang et al, 2012;Dhingra and Dhingra, 2013;Hendriyani and Raharja, 2018;Paul and Muthumani, 2018;Rashwan et al, 2019;Sharma et al, 2020;Shastri et al, 2020). Also, there were limited studies that assessed the efficacy of E-CRM in the Indian banking industry (Kaur, 2016;Sharma et al, 2020;Shastri et al, 2020).…”

Section: Theoretical Implicationsmentioning

confidence: 99%

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Electronic customer relationship management (E-CRM), customer experience and customer satisfaction: evidence from the banking industry

Kumar

Mokha

Pattnaik

2021

BIJ

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PurposeThe purpose of this paper was to examine the relationship between electronic customer relationship management (E-CRM) and customer satisfaction through the mediating role of customer experience in the banking industry.Design/methodology/approachThe data were collected from customers of 10 banks (5 public and 5 private sector banks) of Delhi, India. In total, 836 useable structured questionnaires were filled, and the data were analyzed using structural equation modeling (SEM) through AMOS.FindingsThe results revealed that customer experience mediated the relationship between E-CRM and customer satisfaction confirming well with the hypothesized model.Research limitations/implicationsThe model was tested in the domain of banking industry; future results may be conducted in different domains for improving generalizability. A comparative study between public and private sector banks in terms of E-CRM, customer experience and customer satisfaction could also be conducted.Originality/valueThe study was the first to unequivocally analyze the influence of the E-CRM on customer satisfaction through customer experience in the banking industry. The study also introduced stimulus-organism-response (S-O-R) model as a theoretical support to associate E-CRM to customer satisfaction through customer experience. Thus, this study will enhance the current knowledge base and will also aid E-CRM managers amid decision-making process.

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Section: Discussionmentioning

confidence: 99%

Section: Theoretical Implicationsmentioning

confidence: 99%

Electronic customer relationship management (E-CRM), customer experience and customer satisfaction: evidence from the banking industry

Kumar

Mokha

Pattnaik

2021

BIJ

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“…Spotify was launched on October 7, 2008, with a free service for its music listeners. Still, with advertisements, it collaborated with Universal Music Group, Sony BMG, Warner Music Group, and others in the same year [17]. Apple had already approved Spotify's inclusion in the App Store at this stage; the year 2010 was a significant moment for Spotify, like Mark Zuckerberg, the founder of Facebook, committed to a Facebook-Spotify collaboration [18].…”

Section: History Of Spotifymentioning

confidence: 99%

The Effectiveness of Brand Culture on Customer Engagement

Yin¹,

Fu²

2021

Proceedings of the 2021 3rd International Conference on Economic Management and Cultural Industry (ICEMCI 2021)

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Spotify is a Swedish digital music streaming service and technology company founded in 2006 by Daniel Ek. In the US market, Spotify is the most predominant audio streaming service among its competitors. The primary purpose of this research was to explore how Spotify took advantage of its branding culture to deliberately orient or mediate its customer engagement. This research would develop preceding case studies related to customer engagement and Spotify's branding strategies to draw a general correlation. Although psychological factors of the consumers might affect their engagement to a certain extent, the research concludes the personalized customer experience of Spotify has strengthened the relationship between the application and consumers, attracting more non-members to subscribe to the premium service offered by Spotify. From Spotify's data-driven service, a particular customized playlist would be recommended to the users. People tend to be touched by music and such emotional interactions, leading to a sense of resonation and inspiration to them. Besides, artists and other music content creators could better comprehend the streaming media data of their works through the analytic database from Spotify. The adhesiveness of users would be valued. Thus, Spotify's brand culture and marketing tactics have to render part of its consumers become advocates, extensively spreading word-of-mouth recommendations of Spotify's benefits. In short, this research aims to provide an enlightening indication of Spotify's prospective developing orientation, which might be facilitated customer-oriented innovativeness.

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“…The number of people in Indonesia who have new accounts reaches 49 percent or 95.4 million accounts by 2017 and in 2020, the Financial Services Authority (OJK) target to have 75 percent of public account ownership or 52.6 million are still needed. Rajarja and Hendriyani (2018), transformation in technology triggered by many companies has changed their platform to business digitalization and the ability of the community to access financial services is then known as financial inclusion (Hendriyani & Raharja, 2018).…”

Section: Introductionmentioning

confidence: 99%

BRILink: Impact on Economic Welfare During the Covid-19 Pandemic in Praya Barat

Muliadi¹

2022

IBMAJ

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BRI provides financial services through BRILink agent at remote villages. BRILink agent give service not only provides operational efficiency benefits, but also provides convenience for BRI’s customers and non customers. Phenomena that often occur in BRI Bank customers against Brilink Agents, both directly and indirectly, such as the quality of service provided to customers that are not up to standard so that it can lead to the customer's decision to return to transactions at Brilink Agents and the impact of these problems will decrease the number of transactions and decreased fee-based income for Brilink agents. This study aims to test and analyze the effect of BRILink on economic welfare in Praya Barat Central Lombok Regency during the Covid-19 Pandemic. The research used the quantitative method with case study approach. The method that used multiple linear regression with the numeric variable include Classic Assumption Test. The data source was primary data and collection techniques conducted by interviews and observation. Respondents in this study we 27 agents of the BRILink in Praya Barat. The results showed that the number of agents and the number of transactions has a significant and positive effect on economics welfare in Praya Barat.

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Analysis building customer engagement through e-CRM in the era of digital banking in Indonesia

Cited by 10 publications

References 0 publications

Electronic customer relationship management (E-CRM), customer experience and customer satisfaction: evidence from the banking industry

Electronic customer relationship management (E-CRM), customer experience and customer satisfaction: evidence from the banking industry

The Effectiveness of Brand Culture on Customer Engagement

BRILink: Impact on Economic Welfare During the Covid-19 Pandemic in Praya Barat

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