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e-CRM and Loyalty: A Mediation Effect of Customer Experience and Satisfaction in Online Transportation of Indonesia

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  • Hardi Mulyono
  • Syafrizal Helmi Situmorang

Abstract

Sharing economy inspire people to share resources to produce more efficient economies. In Indonesia, Sharing economy is predicted to grow rapidly and become a very promising business model in the future. One of the most vibrant sharing economies in Indonesia today is the online transport business model. The specific purpose of the paper is to identify the mediating effect of experience and satisfaction between eCRM and Loyalty in online transportation. This paper contributes to broadening the application e-Customer Relationship Management, Customer Experience, Customer Satisfaction and Customer Loyalty. Data was collected from 190 respondents who used online transportation. Empirical Investigation was carried out to validate the framework through measurement reliability and validity, and testing the significant the mediating effect of experience and satisfaction between eCRM and Loyalty using partial least square-structural equation model (PLS-SEM). Result In the direct effect research suggests that e-CRM have positive and significant predictor of customer experience, satisfaction and loyalty. Result In the direct effect research suggests that customer experience fully mediated relationship between eCRM, customer satisfaction, and Loyalty.

Suggested Citation

  • Hardi Mulyono & Syafrizal Helmi Situmorang, 2018. "e-CRM and Loyalty: A Mediation Effect of Customer Experience and Satisfaction in Online Transportation of Indonesia," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 4(3), pages 96-105, September.
    • Handle: RePEc:khe:scajes:v:4:y:2018:i:3:p:96-105
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    References listed on IDEAS

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    Cited by:

    1. Ganesh Dash & Debarun Chakraborty, 2021. "Digital Transformation of Marketing Strategies during a Pandemic: Evidence from an Emerging Economy during COVID-19," Sustainability, MDPI, vol. 13(12), pages 1-19, June.
    2. Mahmood Al-Bashayreh & Dmaithan Almajali & Manaf Al-Okaily & Ra’ed Masa’deh & Ahmad Samed Al-Adwan, 2022. "Evaluating Electronic Customer Relationship Management System Success: The Mediating Role of Customer Satisfaction," Sustainability, MDPI, vol. 14(19), pages 1-23, September.
    3. Yu-Shen Fang & Li-Chun Fang, 2022. "A Review of Chinese E-Commerce Research 2001-2020," International Journal of E-Business Research (IJEBR), IGI Global, vol. 18(1), pages 1-22, January.
    4. Xin Wang & Song Yao & Jun Wang & Yu Li & Baoqin Yu, 2022. "A Study of Cooperation Between Suppliers and E-Commerce Platforms Based on Biform Game," Journal of Electronic Commerce in Organizations (JECO), IGI Global, vol. 20(1), pages 1-21, January.

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    More about this item

    Keywords

    e-CRM; Customer Experience; Customer Satisfaction and Customer Loyalty;
    All these keywords.

    JEL classification:

    • L91 - Industrial Organization - - Industry Studies: Transportation and Utilities - - - Transportation: General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • R48 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - Government Pricing and Policy

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