Analysis of E-CRM and e-Service Quality of Customer Loyalty at PT. Kidang Rangga Jakarta Mebel With Satisfaction as a Intervening Variable Analysis of E-CRM and e-Service Quality of Customer Loyalty at PT. Kidang Rangga Jakarta Mebel With Satisfaction as a Intervening Variable
Article Sidebar
Published:
Feb 6, 2020
Keywords:
E-CRM, E-Service Quality, Satisfaction, Customer Loyalty
Section
Computer Science
Statistics Article
Article View : 356 Times
Main Article Content
Abstract
Research objectives to test the influence of E-CRM and e-service quality against customer loyalty with satisfaction as a intervening variable. The research object is the customer PT. Kidang Rangga Mebel Jakarta with a sample of 160 customers. Types of quantitative research by spreading questionnaires. The method of research path analysis with the analysis tool is SEM with the help of Amos version 20.0. It was found that e-CRM and e-service quality have positive and significant impact on customer satisfaction and loyalty of PT. Kidang Rangga Mebel Jakarta. Satisfaction positively and significantly influence the customer loyalty of PT. Kidang Rangga Mebel Jakarta. Contentment of partial mediation the influence of E-CRM and e-service quality to customer loyalty PT. Kidang Rangga Mebel Jakarta.
Downloads
Download data is not yet available.
Article Details
How to Cite
Darojat, T. A. (2020) “Analysis of E-CRM and e-Service Quality of Customer Loyalty at PT. Kidang Rangga Jakarta Mebel With Satisfaction as a Intervening Variable: Analysis of E-CRM and e-Service Quality of Customer Loyalty at PT. Kidang Rangga Jakarta Mebel With Satisfaction as a Intervening Variable”, Jurnal Mantik, 3(4), pp. 671-677. Available at: https://iocscience.org/ejournal/index.php/mantik/article/view/663 (Accessed: 30April2026).
References
[1] Akbar, S., Som, A. P. M., Wadood, F., Alzaidiyeen, N. J. (2010). Revitalization of Service Quality to Gain Customer Satisfaction and Loyalty. International Journal of Business and Management. Vol 5, Edisi 6 (Jun 2010), pp. 113-122.
[2] Barnes, J. G. (2003). Secrets of Customer Relationship Management. Yogyakarta: ANDI.
[3] Bowen, J. T., and Chen, S. (2001). The Relationship Between Customer Loyalty and Customer Satisfaction. International Journal of Contemporary Hospitality Management. No.13/5, pp. 213-217.
[4] Buttle, F. (2006). Costumer Relationship Management Concept and Tools. Buttlerworth-Heinemann. Jakarta: Erlangga.
[5] Guzzo, R., (2010). Customer Satisfaction in the Hotel Industry: A Case Study from Sicily. International Journal of Marketing Studies, Volume II, pp. 1-10.
[6] Lai, Shu-Fang; Hsiao, Ying-Chien; Yang, Yi-Feng; Huang, Yuan-Chih; Lee, I-Chao. (2009). The Mediating Influence of Service Quality Satisfaction and Information Trust on the e-CRM Process Model: An Empirical Bank Marketing Research. Journal of American Academy of Business, Cambridge. Vol 15, Edisi 1 (Sep 2009), pp. 243-253.
[7] Lasyakka, Bintang. (2015). Faktor-Faktor Kualitas Eservice yang Berpengaruh terhadap Perceived Value pads Website E-Commere Layada.co.id (Studi Pada Warga Lingkungan Rw.3 Kelurahan Dinoyo Kecamatan Lowokwaru Kota Malang). Jurnal Administrasi Bisnis (JAB) Vol. 24 No. 2 Juli 2015.
[8] Lovelock, C. H. (2001). Services Marketing; People, Technology, Stratrgy. Fourth Edition (International Edition). USA: Prentice Hall.
[9] Lovelock, Christoper H dan Lauren K. Wright. (2007). Manajemen Pemasaran Jasa. Diterjemahkan oleh Ir. Agus Widyantoro dan tim. Jakarta: PT. INDEKS.
[10] Marshellina &Prabowo, Hartiwi. (2013).Pengaruh E-CRM Dan Service Quality Terhadap Customer Satisfaction Dan Dampaknya Terhadap Customer Loyalty Pada PT XL. Binus Business Review Vol. 4 No. 2 November 2013: 619-630.
[11] Parasuraman, A.,Zeithaml, V.A.& Malhotra, A. (2005). E-S-QUAL A Multiple-Item Scale for Assessing Electronic Service Quality, Journal of Service Research, 7(3), 213-233.
[12] Rangkuti & Freddy, (2006). Measuring Customer Satisfaction. Jakarta: PT Gramedia Pustaka Utama.
[13] Tjiptono, Fandy. (2014). Pemasaran jasa. Prinsip, penerapan, dan penelitian. Yogyakarta, Penerbit Andy Yogyakarta.
[14] Turban, E., King, D., Viehland, D., and Lee, J. (2006). Electronic Commerce 2006: A Managerial Persperctive. Upper Saddle River, New Jersey: Prentice Hall.
[15] Zeithaml dan Bitner, (2000). Service Marketing: Integrating Customer Focus Acros, New York: Mc Graw Hill Inc.
[16] Zeithaml, Valerie A, Parasuraman A, dan Arvind Malholtra. (2002). Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge. Academy of Marketing Science Journal; Fall 2002; 30,4; ABI/INFORM Global.
[2] Barnes, J. G. (2003). Secrets of Customer Relationship Management. Yogyakarta: ANDI.
[3] Bowen, J. T., and Chen, S. (2001). The Relationship Between Customer Loyalty and Customer Satisfaction. International Journal of Contemporary Hospitality Management. No.13/5, pp. 213-217.
[4] Buttle, F. (2006). Costumer Relationship Management Concept and Tools. Buttlerworth-Heinemann. Jakarta: Erlangga.
[5] Guzzo, R., (2010). Customer Satisfaction in the Hotel Industry: A Case Study from Sicily. International Journal of Marketing Studies, Volume II, pp. 1-10.
[6] Lai, Shu-Fang; Hsiao, Ying-Chien; Yang, Yi-Feng; Huang, Yuan-Chih; Lee, I-Chao. (2009). The Mediating Influence of Service Quality Satisfaction and Information Trust on the e-CRM Process Model: An Empirical Bank Marketing Research. Journal of American Academy of Business, Cambridge. Vol 15, Edisi 1 (Sep 2009), pp. 243-253.
[7] Lasyakka, Bintang. (2015). Faktor-Faktor Kualitas Eservice yang Berpengaruh terhadap Perceived Value pads Website E-Commere Layada.co.id (Studi Pada Warga Lingkungan Rw.3 Kelurahan Dinoyo Kecamatan Lowokwaru Kota Malang). Jurnal Administrasi Bisnis (JAB) Vol. 24 No. 2 Juli 2015.
[8] Lovelock, C. H. (2001). Services Marketing; People, Technology, Stratrgy. Fourth Edition (International Edition). USA: Prentice Hall.
[9] Lovelock, Christoper H dan Lauren K. Wright. (2007). Manajemen Pemasaran Jasa. Diterjemahkan oleh Ir. Agus Widyantoro dan tim. Jakarta: PT. INDEKS.
[10] Marshellina &Prabowo, Hartiwi. (2013).Pengaruh E-CRM Dan Service Quality Terhadap Customer Satisfaction Dan Dampaknya Terhadap Customer Loyalty Pada PT XL. Binus Business Review Vol. 4 No. 2 November 2013: 619-630.
[11] Parasuraman, A.,Zeithaml, V.A.& Malhotra, A. (2005). E-S-QUAL A Multiple-Item Scale for Assessing Electronic Service Quality, Journal of Service Research, 7(3), 213-233.
[12] Rangkuti & Freddy, (2006). Measuring Customer Satisfaction. Jakarta: PT Gramedia Pustaka Utama.
[13] Tjiptono, Fandy. (2014). Pemasaran jasa. Prinsip, penerapan, dan penelitian. Yogyakarta, Penerbit Andy Yogyakarta.
[14] Turban, E., King, D., Viehland, D., and Lee, J. (2006). Electronic Commerce 2006: A Managerial Persperctive. Upper Saddle River, New Jersey: Prentice Hall.
[15] Zeithaml dan Bitner, (2000). Service Marketing: Integrating Customer Focus Acros, New York: Mc Graw Hill Inc.
[16] Zeithaml, Valerie A, Parasuraman A, dan Arvind Malholtra. (2002). Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge. Academy of Marketing Science Journal; Fall 2002; 30,4; ABI/INFORM Global.