Proceedings of the 6th Global Conference on Business, Management, and Entrepreneurship (GCBME 2021)

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

Authors
Dhelvianti Azni Savira1, *, Heny Hendrayati2, Ratih Hurriyati3
1Universitas Pendidikan Indonesia
2Universitas Pendidikan Indonesia
3Universitas Pendidikan Indonesia
*Corresponding author. Email: dhelvianti.azni@upi.edu
Corresponding Author
Dhelvianti Azni Savira
Available Online 12 July 2022.
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.

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Volume Title
Proceedings of the 6th Global Conference on Business, Management, and Entrepreneurship (GCBME 2021)
Series
Advances in Economics, Business and Management Research
Publication Date
12 July 2022
ISBN
10.2991/aebmr.k.220701.042
ISSN
2352-5428
DOI
10.2991/aebmr.k.220701.042How to use a DOI?
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

risenwbib
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  -