Influence of Customer Relationship Management and Service Quality on Customer Loyalty Mediated by Customer Satisfaction
Keywords:
Customer Loyalty, Customer Relationship Management, Customer Satisfaction, Service Quality, Shopee
Abstract
This study aims to determine the effect of customer relationship management and service quality on loyalty mediated by customer satisfaction with case studies on e-commerce Shopee users in Jabodetabek. The variables measured in this study are customer relationship management (CRM), service quality, customer loyalty, and customer satisfaction. The population in this study is Jabodetabek people who use e-commerce Shopee. This study uses a quantitative type using a probability sampling technique. The selected sample in the Jabodetabek study is people who actively use e-commerce Shopee by making at least 5 purchases in the last 3 months with an age range of 17-39 years old. This study uses SEM data analysis model on AMOS version 21. The results of this study indicate that there is an influence between CRM and customer loyalty. CRM influences customer satisfaction. And service quality influences customer loyalty. Service quality affects customer satisfaction. Likewise, service quality can mediate customer loyalty and customer satisfaction. CRM can mediate customer loyalty and customer satisfaction. Likewise, service quality can mediate customer loyalty and customer satisfaction. CRM can mediate customer loyalty and customer satisfaction. Likewise, service quality can mediate customer loyalty and customer satisfaction. CRM can mediate customer loyalty and customer satisfaction.
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References
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[28] Rachbini, W. (2021). Effect of e-CRM and e-Servqual on E-Loyalty Through E-Satisfaction in Millenial Generation. International Journal of Economic and Business Applied, 2(March), 89.
[29] Rachmawati, N. (2022). Dua Kali Barang Jualan Hilang dalam Pengiriman, Shopee dan JNE Selalu Lepas Tangan. Media Konsumen.
[30] Ruslang, Kara, M., & Wahab, A. (2020). Etika Bisnis E-Commerce Shopee Berdasarkan Maqashid Syariah Dalam Mewujudkan Keberlangsungan Bisnis. Jurnal Ilmuah Ekonomi Islam, 6(02), 372–378.
[31] Sari, W., Furkan, L. M., Athar, H. S., & Mataram, U. (2021). Pengaruh e-Wom dan Online Advertising dalam Membangun Brand Image Pada Produk HP Vivo. ALEXANDRIA: Journal of Economics, Business, & Entrepreneurship, 2(2), 36–40. https://doi.org/10.29303/alexandria.v2i2.72
[32] Surahman, I. G. N., Yasa, P. N. S., & Wahyuni, N. M. (2020). The Effect of Service Quality on Customer Loyalty Mediated by Customer Satisfaction in Tourism Villages in Badung Regency. Jurnal Ekonomi Dan Bisnis Jagaditha, 7(1), 46–52.
[33] Susanto, P. (2022). Aplikasi Shopee Bermasalah. Media Konsumen.
[34] Wardani, K. I. K. (2022). Pengaruh Customer Relationship Management (CRM), Service Quality, dan Corporate Image terhadap Customer Loyalty dengan Customer Satisfaction sebagai Variabel Mediasi. UPN" Veteran" Yogyakarta.
[35] Wijaya, B. S., & Sahetapy, W. L. (2019). Analisis Pengaruh Customer Relationshipmanagement Terhadap Customer Satisfaction Serta Customer Loyalty (Studi Pada Kafe Damgo Makassar). Agora, 7(1), 287215.
[2] Ahdiat, A. (2023). Jumlah Pengunjung Situs Bulanan 5 E-Commerce Terbesar di Indonesia (Desember 2022-Februari 2023). Katadata Media Network.
[3] Al- Dmour, H., & Hayat, H. K. (2019). The Impact of Customer Relationship Management on Customer Loyalty via The Mediating Role of Customer Satisfaction: An Empirical Study on Private Kuwaiti Fitness Gyms. IBIMA Business Review, 2019(3), 1–15. https://doi.org/10.5171/2019.815930
[4] Anggraini, F., & Budiarti, A. (2020). Pengaruh Harga, Promosi, dan Kualitas Pelayanan terhadap Loyalitas Pelanggan Dimediasi Kepuasan Pelanggan pada Konsumen Gojek. Jurnal Pendidikan Ekonomi (JUPE), 8(3), 86–94. https://doi.org/10.26740/jupe.v8n3.p86-94
[5] Bagasworo, W., & Hardiani, V. (2019). Pengaruh Customer Relationship Management dan Customer Experience Quality Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan (Studi Pada Konsumen di Sisha Cafe Kemang). Jurnal Ekonomi, Manajemen Dan Perbankan (Journal of Economics, Management and Banking), 2(3), 110. https://doi.org/10.35384/jemp.v2i3.109
[6] Budiyanto, G. A., & Surya, D. (2019). Pengaruh Kualitas Pelayanan dan Customer Relationship Management terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan sebagai Variabel Intervening (Studi pada Pelabuhan Cigading-PT Krakatau Bandar Samudera). Journal Riset Bisnis Manajemen Tirtayasa, 3(2), 198–214.
[7] Bunny, B. (2022). Shopee Tidak Dapat Menyelesaikan Masalah Pengembalian Barang dan Dana Tepat Waktu. Media Konsumen.
[8] Dewi, W. W. A., Febriani, N., Destrity, N. A., Tamitiadini, D., Illahi, A. K., Syauki, W. R., Avicenna, F., Avina, D. A. A., & Prasetyo, B. D. (2022). Teori Perilaku Konsumen. Universitas Brawijaya Press.
[9] Dihni, V. A. (2022). 10 E-Commerce dengan Pengunjung Terbanyak Kuartal I 2022. Katadata Media Network.
[10] Fauziah, F. (2020). Strategi Komunikasi Bisnis Online Shop “Shoppe” Dalam Meningkatkan Penjualan. Abiwara: Jurnal Vokasi Administrasi Bisnis, 1(2), 45–53.
[11] Ghozali, I. (2018). Aplikasi analisis multivariate dengan program IBM SPSS 25.
[12] Gunawan, D. C. (2021). Pengaruh brand image dan brand experience terhadap customer satisfaction dan customer loyalty pada game e-sports mobile legends bang bang di Surabaya. Jurnal Ilmiah Mahasiswa Manajemen, 10(2), 69–82.
[13] Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate Data Analysis. In Multivariate Data Analysis, Multivariate Data Analysis B2 - Multivariate Data Analysis, Multivariate Data Analysis (Eighth, Vol. 87, Issue 4).
[14] Haryandika, D., & Santra, I. (2021). The Effect of Customer Relationship Management on Customer Satisfaction and Customer Loyalty. Indonesian Journal of Business and Ntrepreneurship, 7(2), 139–149.
[15] Jakpat. (2021). Indonesia E-Commerce Trend 2021.
[16] Janna, N. M., & Herianto, H. (2021). Konsep uji validitas dan reliabilitas dengan menggunakan SPSS.
[17] Junita, A., Tahura, T. L., & Reza, M. (2022). The Triggering Factors of Preferred Customer ’ s Loyalty in Sharia Banking. Quality- Access to Success, 23(186), 162–169. https://doi.org/10.47750/QAS/23.186.21
[18] Keni, K., & Sandra, K. K. (2021). Prediksi Customer Experience dan Service Quality terhadap Customer Loyalty: Customer Satisfaction sebagai Variabel Mediasi. Jurnal Muara Ilmu Ekonomi Dan Bisnis, 5(1), 191–204.
[19] Khan, R. U., Salamzadeh, Y., Iqbal, Q., & Yang, S. (2020). The Impact of Customer Relationship Management and Company Reputation on Customer Loyalty: The Mediating Role of Customer Satisfaction. Journal of Relationship Marketing, 21(1), 1–26.
[20] Kolonio, J., & Soepeno, D. (2019). Pengaruh Service Quality, Trust, dan Consumer Satisfaction terhadap Consumer Loyalty pada CV. Sarana Marine Fiberglass. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 7(1).
[21] Larasati, A. N., & Setiawati, C. I. (2021). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan dan Dampaknya pada Loyalitas Pelanggan Shopee di Indonesia. E-Proceeding of Management, 8(5), 6210–6217.
[22] Lesmana, R., Sutarman, A., & Sunardi, N. (2021). Building A Customer Loyalty Through Service Quality Mediated by Customer Satisfaction. American Journal of Humanities and Social Sciences Research, 5(5), 38–45.
[23] Maryani, D. (2022). Penarikan Dana Merchant Shopeepay Belum Masuk ke Rekening BCA Saya Sejak 11 Oktober 2022. Media Konsumen.
[24] Medjedel, E. A., & Hamid, A. B. A. (2020). Implementing Customer Relationship Management in Al Rajihi Islamic Bank: Reality and Perspectives. International Journal of Advanced Research in Islamic and Humanities, 2(1), 26–41.
[25] Myo, Y. N., Khalifa, G. S. A., & Aye, T. T. (2019). The Impact of Service Quality on Customer Loyalty of Myanmar Hospitality Industry: The Mediating Role of Customer Satisfaction. International Journal of Management and Human Science (IJMHS), 3(3), 2590–3748.
[26] Nurlaini, N., Suyono, J., Elisabeth, D. R., Thalib, A., & Bonn, B. (2021). The Influence of Advertising , Sales Promotion , and Service Quality on Customer Loyalty of Bank Jatim Indonesia. International Journal of Entrepreneurship and Business Development, 04(03), 262–272.
[27] Priyo, J. S., Mohamad, B., & Adetunji, R. R. (2019). An Examination of the Effects of Service Quality and Customer Satisfaction on Customer Loyalty in the Hotel Industry. International Journal of Supply Chain Management, 8(1), 653–663.
[28] Rachbini, W. (2021). Effect of e-CRM and e-Servqual on E-Loyalty Through E-Satisfaction in Millenial Generation. International Journal of Economic and Business Applied, 2(March), 89.
[29] Rachmawati, N. (2022). Dua Kali Barang Jualan Hilang dalam Pengiriman, Shopee dan JNE Selalu Lepas Tangan. Media Konsumen.
[30] Ruslang, Kara, M., & Wahab, A. (2020). Etika Bisnis E-Commerce Shopee Berdasarkan Maqashid Syariah Dalam Mewujudkan Keberlangsungan Bisnis. Jurnal Ilmuah Ekonomi Islam, 6(02), 372–378.
[31] Sari, W., Furkan, L. M., Athar, H. S., & Mataram, U. (2021). Pengaruh e-Wom dan Online Advertising dalam Membangun Brand Image Pada Produk HP Vivo. ALEXANDRIA: Journal of Economics, Business, & Entrepreneurship, 2(2), 36–40. https://doi.org/10.29303/alexandria.v2i2.72
[32] Surahman, I. G. N., Yasa, P. N. S., & Wahyuni, N. M. (2020). The Effect of Service Quality on Customer Loyalty Mediated by Customer Satisfaction in Tourism Villages in Badung Regency. Jurnal Ekonomi Dan Bisnis Jagaditha, 7(1), 46–52.
[33] Susanto, P. (2022). Aplikasi Shopee Bermasalah. Media Konsumen.
[34] Wardani, K. I. K. (2022). Pengaruh Customer Relationship Management (CRM), Service Quality, dan Corporate Image terhadap Customer Loyalty dengan Customer Satisfaction sebagai Variabel Mediasi. UPN" Veteran" Yogyakarta.
[35] Wijaya, B. S., & Sahetapy, W. L. (2019). Analisis Pengaruh Customer Relationshipmanagement Terhadap Customer Satisfaction Serta Customer Loyalty (Studi Pada Kafe Damgo Makassar). Agora, 7(1), 287215.
Published
2023-07-07
How to Cite
Ar Rosyad, A., Febrilia, I., & Rahmi. (2023). Influence of Customer Relationship Management and Service Quality on Customer Loyalty Mediated by Customer Satisfaction. Jurnal Scientia, 12(03), 2861-2872. https://doi.org/10.58471/scientia.v12i03.1634
Section
Articles
