Proceedings of the Sriwijaya International Conference on Information Technology and Its Applications (SICONIAN 2019)

The Effect of E-Commerce Application Service Quality of Customer Loyalty Using Customer Relationship Management Approach

Authors
Ali Ibrahim, St Dhiah Raniah Napian, Arni Firanisa, Sartika, Ratih Dewi Sari, Meitiana Audya
Corresponding Author
Ali Ibrahim
Available Online 6 May 2020.
DOI
10.2991/aisr.k.200424.103How to use a DOI?
Keywords
Customer Relationship Management, customer loyalty, service loyalty
Abstract

The development of technology in the present is so rapid. More and more startups are emerging, resulting in increasingly fierce business competition. With the tight competition, companies must try to always achieve a competitive advantage. One of the efforts that can be made by the company is to increase the focus on customer satisfaction and loyalty using the CRM approach. One of the startups that developed in Indonesia is e-commerce. Based on data collected by price, from 2017 to the end of 2018 Shopee is one of the most visited e-commerce sites. Therefore, the authors are interested in knowing the influence of e-commerce application service quality on Sriwijaya University Student Loyalty. The data collection was done by distributing questionnaires to several students in each faculty of Sriwijaya University with a total of 50 respondents. Based on the questionnaire filled out by respondents, the results were obtained that that service quality has a positive influence on customer loyalty with a total influence of 17.2%, this means that with increasing service quality, it affects the customer loyalty to e-commerce.

Copyright
© 2020, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the Sriwijaya International Conference on Information Technology and Its Applications (SICONIAN 2019)
Series
Advances in Intelligent Systems Research
Publication Date
6 May 2020
ISBN
10.2991/aisr.k.200424.103
ISSN
1951-6851
DOI
10.2991/aisr.k.200424.103How to use a DOI?
Copyright
© 2020, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

TY  - CONF
AU  - Ali Ibrahim
AU  - St Dhiah Raniah Napian
AU  - Arni Firanisa
AU  - Sartika
AU  - Ratih Dewi Sari
AU  - Meitiana Audya
PY  - 2020
DA  - 2020/05/06
TI  - The Effect of E-Commerce Application Service Quality of Customer Loyalty Using Customer Relationship Management Approach
BT  - Proceedings of the Sriwijaya International Conference on Information Technology and Its Applications (SICONIAN 2019)
PB  - Atlantis Press
SP  - 680
EP  - 687
SN  - 1951-6851
UR  - https://doi.org/10.2991/aisr.k.200424.103
DO  - 10.2991/aisr.k.200424.103
ID  - Ibrahim2020
ER  -