Indonesian E-Commerce: Examining E-CRM, Browsing, Satisfaction and Loyalty
This research aims to investigate the influence of Electronic Customer Relationship Management (e-CRM), hedonic browsing, and utilitarian browsing on e-satisfaction and e-loyalty in online shopping in Indonesia. To investigate the associations between these variables, Structural Equation Modelin...
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| Format: | Article |
| Language: | English |
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EconJournals
2024-10-01
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| Series: | International Review of Management and Marketing |
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| Online Access: | https://mail.econjournals.com/index.php/irmm/article/view/17118 |
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| author | Suyanto Suyanto Widarto Rachbini Harimurti Wulandjani Aully Grashinta Emi Rahmawati |
| author_facet | Suyanto Suyanto Widarto Rachbini Harimurti Wulandjani Aully Grashinta Emi Rahmawati |
| author_sort | Suyanto Suyanto |
| collection | DOAJ |
| description |
This research aims to investigate the influence of Electronic Customer Relationship Management (e-CRM), hedonic browsing, and utilitarian browsing on e-satisfaction and e-loyalty in online shopping in Indonesia. To investigate the associations between these variables, Structural Equation Modeling (SEM) analysis was performed using a quantitative study methodology and survey data from 962 respondents. The findings show a strong correlation between utilitarian browsing and e-satisfaction and e-loyalty, hedonic browsing and e-satisfaction, and e-satisfaction and e-loyalty. Nevertheless, there was no statistically significant correlation discovered between e-CRM and e-loyalty or e-satisfaction. The results highlight the significance of giving equal weight to hedonic and utilitarian elements of the virtual buying encounter in order to augment client contentment and allegiance. Furthermore, even though the findings did not conclusively confirm the efficacy of e-CRM techniques in affecting customer outcomes, managers ought to be aware of their potential influence on cultivating enduring customer connections.
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| format | Article |
| id | doaj-art-17ec30b07f9e417c8570a99349070924 |
| institution | Kabale University |
| issn | 2146-4405 |
| language | English |
| publishDate | 2024-10-01 |
| publisher | EconJournals |
| record_format | Article |
| series | International Review of Management and Marketing |
| spelling | doaj-art-17ec30b07f9e417c8570a993490709242025-02-06T01:06:09ZengEconJournalsInternational Review of Management and Marketing2146-44052024-10-0114610.32479/irmm.17118Indonesian E-Commerce: Examining E-CRM, Browsing, Satisfaction and LoyaltySuyanto Suyanto0Widarto Rachbini1Harimurti Wulandjani2Aully Grashinta3Emi Rahmawati4IPWIJA University, IndonesiaUniversitas Pancasila, IndonesiaUniversitas Pancasila, IndonesiaUniversitas Pancasila, IndonesiaUniversitas Trunojoyo, Indonesia This research aims to investigate the influence of Electronic Customer Relationship Management (e-CRM), hedonic browsing, and utilitarian browsing on e-satisfaction and e-loyalty in online shopping in Indonesia. To investigate the associations between these variables, Structural Equation Modeling (SEM) analysis was performed using a quantitative study methodology and survey data from 962 respondents. The findings show a strong correlation between utilitarian browsing and e-satisfaction and e-loyalty, hedonic browsing and e-satisfaction, and e-satisfaction and e-loyalty. Nevertheless, there was no statistically significant correlation discovered between e-CRM and e-loyalty or e-satisfaction. The results highlight the significance of giving equal weight to hedonic and utilitarian elements of the virtual buying encounter in order to augment client contentment and allegiance. Furthermore, even though the findings did not conclusively confirm the efficacy of e-CRM techniques in affecting customer outcomes, managers ought to be aware of their potential influence on cultivating enduring customer connections. https://mail.econjournals.com/index.php/irmm/article/view/17118Electronic Customer Relationship Management, Hedonic Browsing, Utilitarian Browsing, e-Satisfaction, e-Loyalty, Online Shopping |
| spellingShingle | Suyanto Suyanto Widarto Rachbini Harimurti Wulandjani Aully Grashinta Emi Rahmawati Indonesian E-Commerce: Examining E-CRM, Browsing, Satisfaction and Loyalty International Review of Management and Marketing Electronic Customer Relationship Management, Hedonic Browsing, Utilitarian Browsing, e-Satisfaction, e-Loyalty, Online Shopping |
| title | Indonesian E-Commerce: Examining E-CRM, Browsing, Satisfaction and Loyalty |
| title_full | Indonesian E-Commerce: Examining E-CRM, Browsing, Satisfaction and Loyalty |
| title_fullStr | Indonesian E-Commerce: Examining E-CRM, Browsing, Satisfaction and Loyalty |
| title_full_unstemmed | Indonesian E-Commerce: Examining E-CRM, Browsing, Satisfaction and Loyalty |
| title_short | Indonesian E-Commerce: Examining E-CRM, Browsing, Satisfaction and Loyalty |
| title_sort | indonesian e commerce examining e crm browsing satisfaction and loyalty |
| topic | Electronic Customer Relationship Management, Hedonic Browsing, Utilitarian Browsing, e-Satisfaction, e-Loyalty, Online Shopping |
| url | https://mail.econjournals.com/index.php/irmm/article/view/17118 |
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