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This is a Quantitative study (also classified as: Structural Equation Modeling).

Customer Relationship Management (CRM) Integration in E-Commerce: Impacts on Consumer Loyalty and Retention

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Quantitative analysis shows CRM integration boosts consumer loyalty and retention in e-commerce, highlighting its importance.

CRM integration significantly enhances consumer loyalty, resulting in better retention.
The strongest predictors of loyalty are personalization and service responsiveness.
Data were collected through an online survey of 300 e-commerce users in Indonesia.
The findings underscore the strategic importance of CRM systems for sustainable customer relationships.

Pratama et al. (2025) studied this question.

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