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All Journal Jurnal Manajemen dan Agribisnis Forum Agribisnis Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal Journal of Consumer Science Journal of Consumer Sciences Jurnal Ilmu Keluarga dan Konsumen Value: Jurnal Manajemen dan Akuntansi Business Review and Case Studies International Journal of Social Service and Research Jurnal Pusat Inovasi Masyarakat
Popong Nurhayati
Business School Of Bogor Agricultural University, Bogor Agricultural University, Bogor Agricultural University
Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Nursing Public Health Social Sciences

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Journal : Journal of Consumer Sciences

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Analysis of Consumer Satisfaction and Loyalty Factors with CRM Approach in Agribusiness E-commerce Company Iqra Rizky Goranda; Popong Nurhayati; Megawati Simanjuntak
Journal of Consumer Sciences Vol. 6 No. 2 (2021): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.6.2.111-128

Abstract

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.
Co-Authors Achmad Fadillah Alfa Chasanah Anita Primaswari Widhiani Anita Primaswari Widhiani Annisa Ramadanti Anto Tri Sugiarto Arif Imam Suroso Audra Siti Nurjanah Elsi Elfrida Fadhila Akmaliyah Fauzan Firdaus Risya Febriantina Dewi Fina Windayani Fithriyyah Shalihati Fuad Wahdan Muhibuddin Handito Hadi Joewono Hansen Tandra Imam Teguh Saptono Intan Cahya Ningrum Iqra Rizky Goranda Iqra Rizky Goranda Iqra Ivan Godang Wardiman Khairiyah Kamilah Khairunnisa Ismah Lukman M. Baga Lukman M. Baga Megawati Simanjuntak Mila Jamilah Mila Jamilah Mohamad Sahid Rahman Muchamad Bachtiar Nur Hasanah Nurlinda Dewi Kusumah Raden Isma Anggraini Raden Rara Arifah Mulyo Budiarti Rafdi Dzulfikar Ramdhani Retnaningsih Rita Nurmalina Rizal Syarief Sandy Gunawan Siti Jahroh Sufrin Hannan Tuhpawana Priatna Sendjaja Ujang Sumarwan Yohanes Aris Purwanto Yosini Deliana Yudha Heryawan Asnawi