The Effect of E-Commerce Application Service Quality of Customer Loyalty Using Customer Relationship Management Approach
- 10.2991/aisr.k.200424.103How to use a DOI?
- Customer Relationship Management, customer loyalty, service loyalty
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.
- © 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 -