The Effect of Electronic Customer Relationship Management (eCRM) on Customer Satisfaction
- DOI
- 10.2991/aebmr.k.220701.042How to use a DOI?
- Keywords
- Electronic Customer Relationship Management; Customer Satisfaction; Internet-Based Technology
- 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.
- Copyright
- © 2022 The Authors. Published by Atlantis Press International B.V.
- Open Access
- This is an open access article distributed under the CC BY-NC 4.0 license.
Cite this article
TY - CONF AU - Dhelvianti Azni Savira AU - Heny Hendrayati AU - Ratih Hurriyati PY - 2022 DA - 2022/07/12 TI - The Effect of Electronic Customer Relationship Management (eCRM) on Customer Satisfaction BT - Proceedings of the 6th Global Conference on Business, Management, and Entrepreneurship (GCBME 2021) PB - Atlantis Press SP - 216 EP - 220 SN - 2352-5428 UR - https://doi.org/10.2991/aebmr.k.220701.042 DO - 10.2991/aebmr.k.220701.042 ID - Savira2022 ER -