The Effect of Electronic Customer Relationship Management (eCRM) on Customer Satisfaction

Abstract

The development of technology in this digital era cannot be avoided in people's lives, including in Indonesia, because internet-based technology is a solution and can simplify every activity carried out. The internet will make it easier for people to connect with each other and provide internet-based services. Thus, companies must consider building customer relationships. The purpose of this study was to analyze the effect of eCRM on customer satisfaction. This research was conducted with a survey sampling method. The population of the research was MyTelkomsel users with a minimum age of 17 years. Samples that have been collected were 100 respondents by purposive sampling. The results of the validity and reliability test supported continue this research. The data collection was analyzed using simple regression techniques using SPSS version 25. The results showed that the eCRM variable had a positive effect on customer satisfaction. This finding implies that it is important for companies to improve and further develop mobile application systems to provide more satisfaction to customers. They also need to prioritize developing mobile application systems so that companies can reach consumers better and more easily..

Do knowledge management and Key customer-focused enhances banks' performance and competitive advantage in Ethiopia?

“…By anticipating their needs, fostering pleasant interactions, and making adjustments in response to feedback from clients, these companies aim to increase customer happiness (Hanaysha & Mehmood, 2022 and Nouman Saeed& Dr. Naimat Ullah Khan, 2021). The industry is always coming up with new ideas to give its clients better experiences and services, like one-day shipping and a very customer-friendly returns policy, among many other things (Savira et al, 2022).…”

“…Moreover, service quality evaluates how well a business satis es the needs and wants of its clients. Any businesses that want to grow must rst learn how to improve the standard of the product and services it offers (Savira et al, 2022).…”