Analysis of Consumer Satisfaction and Loyalty Factors with CRM Approach in Agribusiness E-commerce Company
XYZ e-commerce is a company that sells an agricultural product that draws benefits from the COVID-19 pandemic. The purpose of this research was to analyze CRM factors, satisfaction, and consumer loyalty. This study using quantitative research selected with convenience sampling. The online survey ap...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University
2021-08-01
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| Series: | Journal of Consumer Sciences |
| Subjects: | |
| Online Access: | https://journal.ipb.ac.id/index.php/jcs/article/view/35966 |
| _version_ | 1797669048405721088 |
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| author | Iqra Rizky Goranda Popong Nurhayati Megawati Simanjuntak |
| author_facet | Iqra Rizky Goranda Popong Nurhayati Megawati Simanjuntak |
| author_sort | Iqra Rizky Goranda |
| collection | DOAJ |
| description |
XYZ e-commerce is a company that sells an agricultural product that draws benefits from the COVID-19 pandemic. The purpose of this research was to analyze CRM factors, satisfaction, and consumer loyalty. This study using quantitative research selected with convenience sampling. The online survey applied toward 232 respondents who were unsatisfied with the service in Jabodetabek and processed using Structural Equation Model (SEM). Based on the SEM results, it was found that CRM has a significant effect on consumer satisfaction and consumer satisfaction with consumer loyalty. In contrast, CRM has no significant effect on consumer loyalty. This research concluded that XYZ needs to become a company that makes it easy for consumers, is professional, reliable and trustworthy. However, efforts need to be made to improve the relationship between criticism and suggestions, communication and providing information, regulating product availability, delivery time, and saving consumer costs—the results of this research results are expected to increase satisfaction and loyalty through the CRM approach.
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| first_indexed | 2024-03-11T20:38:31Z |
| format | Article |
| id | doaj.art-9a165aac453f4c2eb8ba4bd3bdee867d |
| institution | Directory Open Access Journal |
| issn | 2460-8963 |
| language | English |
| last_indexed | 2024-03-11T20:38:31Z |
| publishDate | 2021-08-01 |
| publisher | Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University |
| record_format | Article |
| series | Journal of Consumer Sciences |
| spelling | doaj.art-9a165aac453f4c2eb8ba4bd3bdee867d2023-10-02T04:35:39ZengDepartment of Family and Consumer Sciences, Faculty of Human Ecology, IPB UniversityJournal of Consumer Sciences2460-89632021-08-016210.29244/jcs.6.2.111-128Analysis of Consumer Satisfaction and Loyalty Factors with CRM Approach in Agribusiness E-commerce CompanyIqra Rizky Goranda0Popong Nurhayati1Megawati Simanjuntak2School of Business, IPB University School of Business, IPB University Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University XYZ e-commerce is a company that sells an agricultural product that draws benefits from the COVID-19 pandemic. The purpose of this research was to analyze CRM factors, satisfaction, and consumer loyalty. This study using quantitative research selected with convenience sampling. The online survey applied toward 232 respondents who were unsatisfied with the service in Jabodetabek and processed using Structural Equation Model (SEM). Based on the SEM results, it was found that CRM has a significant effect on consumer satisfaction and consumer satisfaction with consumer loyalty. In contrast, CRM has no significant effect on consumer loyalty. This research concluded that XYZ needs to become a company that makes it easy for consumers, is professional, reliable and trustworthy. However, efforts need to be made to improve the relationship between criticism and suggestions, communication and providing information, regulating product availability, delivery time, and saving consumer costs—the results of this research results are expected to increase satisfaction and loyalty through the CRM approach. https://journal.ipb.ac.id/index.php/jcs/article/view/35966consumer loyaltyconsumer satisfactioncustomer relationship management (CRM)structural equation model (SEM) |
| spellingShingle | Iqra Rizky Goranda Popong Nurhayati Megawati Simanjuntak Analysis of Consumer Satisfaction and Loyalty Factors with CRM Approach in Agribusiness E-commerce Company Journal of Consumer Sciences consumer loyalty consumer satisfaction customer relationship management (CRM) structural equation model (SEM) |
| title | Analysis of Consumer Satisfaction and Loyalty Factors with CRM Approach in Agribusiness E-commerce Company |
| title_full | Analysis of Consumer Satisfaction and Loyalty Factors with CRM Approach in Agribusiness E-commerce Company |
| title_fullStr | Analysis of Consumer Satisfaction and Loyalty Factors with CRM Approach in Agribusiness E-commerce Company |
| title_full_unstemmed | Analysis of Consumer Satisfaction and Loyalty Factors with CRM Approach in Agribusiness E-commerce Company |
| title_short | Analysis of Consumer Satisfaction and Loyalty Factors with CRM Approach in Agribusiness E-commerce Company |
| title_sort | analysis of consumer satisfaction and loyalty factors with crm approach in agribusiness e commerce company |
| topic | consumer loyalty consumer satisfaction customer relationship management (CRM) structural equation model (SEM) |
| url | https://journal.ipb.ac.id/index.php/jcs/article/view/35966 |
| work_keys_str_mv | AT iqrarizkygoranda analysisofconsumersatisfactionandloyaltyfactorswithcrmapproachinagribusinessecommercecompany AT popongnurhayati analysisofconsumersatisfactionandloyaltyfactorswithcrmapproachinagribusinessecommercecompany AT megawatisimanjuntak analysisofconsumersatisfactionandloyaltyfactorswithcrmapproachinagribusinessecommercecompany |