The Impact of Customer Relationship Management and Company Reputation on Customer Loyalty: The Mediating Role of Customer Satisfaction

Khan, Rizwan Ullah; Salamzadeh, Yashar; Iqbal, Qaisar; Yang, Shaohua

doi:10.1080/15332667.2020.1840904

Cited by 157 publications

(125 citation statements)

References 101 publications

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“…Corporate reputation is an antecedent of e-trust [19,20]. Furthermore, the company's reputation is also an antecedent of e-loyalty [24,19]. Based on this description, the hypotheses in this study are: H2: Company reputation has a significant effect on e-loyalty in e-commerce customers in Aceh…”

Section: Company Reputationmentioning

confidence: 99%

The Influence of Consumer Innovatively, Company Reputation, and E-Trust on E-Loyalty of E-Commerce Customers in Aceh

Chalirafi

Matriadi

Munandar

et al. 2021

AJEBA

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Aims: This study aims to examine the effect of consumer innovation, corporate reputation, and e-trust on e-loyalty and the ability of e-trust to mediate the effect of consumer innovation and corporate reputation on e-loyalty on e-commerce customers in Aceh. Study Design: A quantitative research. Place and Duration of Study: The population in this study is the people of Aceh as users of e-commerce marketplace services from 2017 to 2021. Sampling covers the Banda Aceh Lhokseumawe area. While the sampling technique used is Non-Probability Sampling with accidental sampling approach, with a sample of 200 respondents. Methodology: The data analysis method used is multiple linear regression. Data analysis begins with descriptive statistics of variables, normality test then joint testing and partial test and path analysis. Results: Consumer innovation has a significant effect on e-loyalty to e-commerce customers in Aceh with the magnitude of the significant value of consumer innovation for e-loyalty is 0.020 and the t-value is 2.348. The company's reputation has a significant effect on e-loyalty to e-commerce customers in Aceh, the results of this study indicate that the significance obtained by the company's reputation for e-loyalty is 0.037 with a t value of 2.097. E-Trust has a significant effect on e-loyalty for e-commerce customers in Aceh, this is because the significance value of e-trust on e-loyalty is 0.000 with a t-value of 19,539. E-trust mediates the effect of consumer innovation and corporate reputation on e-loyalty on e-commerce consumers in Aceh. This can be seen from the value before mediation of 0.618 or 61.8% and in the second model after mediation (2) of 0.870 or 87%. This indicates a change in the value from 0.618 before mediation to 0.870 after mediation. Conclusion: The results showed that consumer innovatively has a significant effect on e-loyalty to e-commerce customers in Aceh. Company reputation has a significant effect on e-loyalty in e-commerce customers in Aceh. E-trust has a significant effect on e-loyalty to e-commerce customers in Aceh and e-trust mediates the effect of consumer innovatively and company reputation on e-loyalty to e-commerce customers in Aceh.

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Section: Company Reputationmentioning

confidence: 99%

The Influence of Consumer Innovatively, Company Reputation, and E-Trust on E-Loyalty of E-Commerce Customers in Aceh

Chalirafi

Matriadi

Munandar

et al. 2021

AJEBA

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“…Despite the overarching popularity of E-CRM in marketing literature in developed countries (Mang'unyi et al, 2018), studies aimed at emerging resource-limited organization environments such as those in the service sector of India are yet to be performed. The organizational strategies, product life cycle or market credibility of developed economies is distinct from developing economies because of the differences in governmental organizational policies and internal rules and regulations (Khan et al, 2020). In reality, without proper contextualization and critical questioning as to their suitability and significance to such contexts, the literature warns of transposing Western-designed studies into resource-poor contexts (Farh et al, 2004).…”

Section: Introductionmentioning

confidence: 99%

Electronic customer relationship management (E-CRM), customer experience and customer satisfaction: evidence from the banking industry

Kumar

Mokha

Pattnaik

2021

BIJ

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PurposeThe purpose of this paper was to examine the relationship between electronic customer relationship management (E-CRM) and customer satisfaction through the mediating role of customer experience in the banking industry.Design/methodology/approachThe data were collected from customers of 10 banks (5 public and 5 private sector banks) of Delhi, India. In total, 836 useable structured questionnaires were filled, and the data were analyzed using structural equation modeling (SEM) through AMOS.FindingsThe results revealed that customer experience mediated the relationship between E-CRM and customer satisfaction confirming well with the hypothesized model.Research limitations/implicationsThe model was tested in the domain of banking industry; future results may be conducted in different domains for improving generalizability. A comparative study between public and private sector banks in terms of E-CRM, customer experience and customer satisfaction could also be conducted.Originality/valueThe study was the first to unequivocally analyze the influence of the E-CRM on customer satisfaction through customer experience in the banking industry. The study also introduced stimulus-organism-response (S-O-R) model as a theoretical support to associate E-CRM to customer satisfaction through customer experience. Thus, this study will enhance the current knowledge base and will also aid E-CRM managers amid decision-making process.

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“…CRM merupakan salah satu bagian komponen dari strategi bisnis yang dirancang untuk mengoptimalkan profitabilitas, pendapatan, dan kepuasan pelanggan. Pelanggan merupakan faktor terpenting dalam setiap bisnis yang berarti bahwa perusahaan harus mengidentifikasi metode yang dapat digunakan untuk meningkatkan loyalitas dan retensi pelanggan (Khan et al, 2020). Tujuan dari CRM sendiri adalah untuk kepuasan dan kesenangan pelanggan itu sendiri.…”

Section: Pendahuluanunclassified

“…CRM juga merupakan pendekatan manajemen yang memungkinkan organisasi untuk mengidentifikasi, menarik, dan meningkatkan retensi pelanggan yang menguntungkan dengan mengelola hubungan dengan mereka. Fokus dari CRM sendiri adalah berfokus pada membuat, mengelola, dan memperluas hubungan (Khan et al, 2020) yang menguntungkan dengan pelanggan melalui semua saluran komunikasi tradisional dan mencakup aplikasi front-office yang mendukung penjualan, pemasaran dan layanan pelanggan, serta aplikasi back office yang membantu mengintegrasikan dan menganalisis data pelanggan (Santouridis & Veraki, 2017). CRM dapat menjadi alat untuk mengelola siklus hidup pelanggan (akuisisi, kepuasan, retensi, dan pengembangan) (Das & Mishra, 2018).…”

Section: Tinjauan Pustaka Customer Relationship Management (Crm)unclassified

Dampak Customer Relationship Management (Crm) Pada Kepuasan Pelanggan

Panggabean¹

2022

Preprint

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Persaingan yang terus meningkat menyadari perusahaan akan pentingnya mempertahankan pelanggan mereka. Manajemen hubungan pelanggan merupakan salah satu strategi penting perusahaan untuk mempertahankan dan membangun kepuasan pelanggan. Dengan begitu, karya tulis ini bertujuan untuk menyelidiki hubungan serta dampak antara praktik manajemen hubungan pelanggan atau CRM pada kepuasan pelanggan. Kepuasan pelanggan sangat penting untuk reputasi dan loyalitas perusahaan karena reputasi perusahaan sangat bergantung pada kepuasan pelanggan di pasar yang bergejolak saat ini. Untuk mencapai kesimpulan karya tulis ini, penulis menggunakan metode tinjauan pustaka, dimana penulis mengumpulkan dan mempelajari jurnal- jurnal dari berbagai sumber di internet. Kesimpulan yang didapatkan dari jurnal-jurnal tersebut adalah bahwa CRM berdampak dan memiliki hubungan yang positif signifikan terhadap kepuasan pelanggan. CRM yang baik akan memberikan dampak positif kepada perusahaan, yakni pelanggan yang puas akan bersedia untuk membeli kembali serta menyebarkan kata positif dari mulut ke mulut tentang perusahaan kepada publik.

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The Impact of Customer Relationship Management and Company Reputation on Customer Loyalty: The Mediating Role of Customer Satisfaction

Cited by 157 publications

References 101 publications

The Influence of Consumer Innovatively, Company Reputation, and E-Trust on E-Loyalty of E-Commerce Customers in Aceh

The Influence of Consumer Innovatively, Company Reputation, and E-Trust on E-Loyalty of E-Commerce Customers in Aceh

Electronic customer relationship management (E-CRM), customer experience and customer satisfaction: evidence from the banking industry

Dampak Customer Relationship Management (Crm) Pada Kepuasan Pelanggan

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