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October 8, 2025Jurnal Ilmiah Manajemen KesatuanOpen Access

The Impact of Electronic Customer Relationship Management (e-CRM) on e-Loyalty

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Authors

MPMaudy Amalyah Dodhy PutriAHAnanda Sabil HusseinRHRadityo Putro Handrito

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Overview

Quantitative analysis reveals e-CRM boosts e-loyalty in Tokopedia users, highlighting customer experience and engagement as key mediators.

Key Points

  • e-CRM significantly drives e-loyalty, impacting customers' long-term commitment to platforms.
  • Data analysis revealed that both customer engagement and experience mediate the relationship between e-CRM and e-loyalty.
  • The study utilized Partial Least Squares Structural Equation Modeling (PLS-SEM) to assess results from 240 Tokopedia users.
  • These findings emphasize the importance of personalized interactions in fostering loyalty in digital environments.

Cite This Study

Putri et al. (2025) studied this question.

synapsesocial.com/papers/68e6494525bc5bdb98713cb7https://doi.org/10.37641/jimkes.v13i5.3600
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