Transformation of CRM activities into e-CRM: The generating e-loyalty and open innovation
| Autor: | Michael Aaron Tuori, Riska Dwinda Elsyah, Aini Farmania |
|---|---|
| Jazyk: | angličtina |
| Rok vydání: | 2021 |
| Předmět: |
lcsh:Management. Industrial management
Knowledge management Sociology and Political Science E-commerce lcsh:Business Development Customer relationship management Structural equation modeling Personalization 0502 economics and business ddc:650 e-commerce e-loyalty Consumer behaviour Open innovation business.industry 05 social sciences Online community Confirmatory factor analysis lcsh:HD28-70 050211 marketing Business lcsh:HF5001-6182 General Economics Econometrics and Finance e-Customer Relationship Management 050203 business & management |
| Zdroj: | Journal of Open Innovation: Technology, Market, and Complexity Volume 7 Issue 2 Journal of Open Innovation: Technology, Market and Complexity, Vol 7, Iss 109, p 109 (2021) |
| Popis: | Technological developments have digitized consumer behavior all over Indonesia. This has become the basis for the emergence of e-commerce, a digital business system that is widely used by the public in making purchases through apps or websites. For this reason, an e-commerce platform should create e-loyalty, to make it the best option among many stores. This is the first study investigating ten factors that contribute to e-Customer Relationship Management (e-CRM) value on e-loyalty in Indonesia. The study involved 767 active users of the number one e-commerce company in Indonesia. An empirical investigation was carried out, to validate the instrument items regarding the e-CRM factors and e-loyalty indicators, using Explanatory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA). The analysis utilizes Structural Equation Modeling (SEM) to test the hypotheses. The finding suggested that the variables of customization, care, cultivation, choice, online community, convenience, site security, personalization values, rewards, and interactivity positively contribute to e-CRM value on e-loyalty. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
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