Open AccessThe Role of E-Customer Relationship Management in Driving E-Commerce Performance
Author(s) -
Rynaldi Lesmana Syahputra,
AUTHOR_ID,
Wijaya Mulyana Wangsajaya,
Khelvin Wijaya,
. Noerlina,
Tirta Nugraha Mursitama
Publication year - 2021
Publication title -
international journal emerging technology and advanced engineering
Language(s) - English
Resource type - Journals
ISSN - 2250-2459
DOI - 10.46338/ijetae1221_06
Subject(s) - mediation , customer satisfaction , business , structural equation modeling , e commerce , service quality , customer intelligence , customer retention , product (mathematics) , marketing , service (business) , computer science , world wide web , mathematics , geometry , machine learning , political science , law
This research aims to determine the effect of ECRM on repurchase intention directly or through the mediation of customer satisfaction and customer trust. This survey was conducted on E-Commerce users. This study uses a quantitative approach and uses as many as 350 respondents. In analyzing the data, the Structural Equation Model (SEM) was used using the SmartPLS application. The results of this study ECRM has a positive influence on repurchase intention directly and indirectly through the mediation of customer satisfaction and customer trust. This research is aimed at e-commerce users with the trust and satisfaction of users to repurchase a product or service in an E-commerce. Keywords-- ECRM, E-Commerce, Repurchase Intention, Customer Satisfaction, Customer Trust