IDEAS home Printed from https://ideas.repec.org/a/khe/scajes/v4y2018i3p96-105.html
   My bibliography  Save this article

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

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://www.ajes.ro/wp-content/uploads/AJES_article_1_190.pdf
    Download Restriction: no
    File URL: http://www.ajes.ro/wp-content/uploads/AJES_article_1_190.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Iskandar Muda, 2017. "Role of Dividend of Power to Buy Shares in Companies in Indonesia Stock Exchange," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 3(2), pages 41-47, June.
    2. Martin, Chris J., 2016. "The sharing economy: A pathway to sustainability or a nightmarish form of neoliberal capitalism?," Ecological Economics, Elsevier, vol. 121(C), pages 149-159.
    3. Iskandar Muda, 2014. "Human Resources Development and Performance of Government Provincial Employees: A Study in North Sumatera, Indonesia," Journal of Economics and Behavioral Studies, AMH International, vol. 6(2), pages 152-162.
    4. Verhoef, Peter C. & Stephen, Andrew T. & Kannan, P.K. & Luo, Xueming & Abhishek, Vibhanshu & Andrews, Michelle & Bart, Yakov & Datta, Hannes & Fong, Nathan & Hoffman, Donna L. & Hu, Mandy Mantian & No, 2017. "Consumer Connectivity in a Complex, Technology-enabled, and Mobile-oriented World with Smart Products," Journal of Interactive Marketing, Elsevier, vol. 40(C), pages 1-8.
    5. Nurzaimah & Rasdianto & Iskandar Muda, 2014. "Analysis on the Timeliness of the Accountability Report by the Treasurer Spending in Task Force Units in Indonesia," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 4(4), pages 176-190, October.
    6. Kaplan, Andreas M. & Haenlein, Michael, 2010. "Users of the world, unite! The challenges and opportunities of Social Media," Business Horizons, Elsevier, vol. 53(1), pages 59-68, January.
    7. Abbas Al-Refaie & Mohammad D. AL Tahat & Nour Bata, 2014. "CRM/e-CRM Effects on Banks Performance and Customer-Bank Relationship Quality," International Journal of Enterprise Information Systems (IJEIS), IGI Global, vol. 10(2), pages 62-80, April.
    8. Muda, Iskandar, 2017. "Erception of capital, profit and dividends affect the stock purchase intention in Indonesia public company," MPRA Paper 83588, University Library of Munich, Germany.
    9. Bellman, Steven & Potter, Robert F. & Treleaven-Hassard, Shiree & Robinson, Jennifer A. & Varan, Duane, 2011. "The Effectiveness of Branded Mobile Phone Apps," Journal of Interactive Marketing, Elsevier, vol. 25(4), pages 191-200.
    10. Iskandar MUDA, 2017. "User Impact of Literacy on Treatment Outcomes Quality Regional Financial Information System," Management Dynamics in the Knowledge Economy, College of Management, National University of Political Studies and Public Administration, vol. 5(2), pages 307-326, June.
    11. Verhoef, Peter C. & Lemon, Katherine N. & Parasuraman, A. & Roggeveen, Anne & Tsiros, Michael & Schlesinger, Leonard A., 2009. "Customer Experience Creation: Determinants, Dynamics and Management Strategies," Journal of Retailing, Elsevier, vol. 85(1), pages 31-41.
    12. Ela Mahdaleta & Iskandar Muda & Gusnardi Muhammad Nasir, 2016. "Effects of Capital Structure and Profitability on Corporate Value with Company Size as the Moderating Variable of Manufacturing Companies Listed on Indonesia Stock Exchange," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 2(3), pages 30-43, September.
    13. Iskandar Muda, 2017. "Perception Of Capital, Profit And Dividends Affect The Stock Purchase Intention In Indonesia Public Company," Junior Scientific Researcher, SC Research Publishing SRL, vol. 3(1), pages 9-18, May.
    14. Muda, Iskandar, 2017. "Perception of capital, profit and dividends affect the stock purchase intention in Indonesia public company," MPRA Paper 83658, University Library of Munich, Germany.
    15. Shankar, Venkatesh & Venkatesh, Alladi & Hofacker, Charles & Naik, Prasad, 2010. "Mobile Marketing in the Retailing Environment: Current Insights and Future Research Avenues," Journal of Interactive Marketing, Elsevier, vol. 24(2), pages 111-120.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    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. 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.
    3. 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.
    4. 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.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Ridwansyah & Isfenti Sadalia & Yeni Absah, 2018. "The Analysis Of The Influence Of Motivation, Competence, And Incentive Toward Employee Performance At Pt Sianjur Resort, A Housing Developer Of Oma Deli Medan, Indonesia," Junior Scientific Researcher, SC Research Publishing SRL, vol. 4(2), pages 91-106, November.
    2. Siti Aisah Osro & Harmein Nasution & Isfenti Sadalia, 2018. "The Influence Of Emotional Intelligence On The Performance Of Health Department Officers Of Deli Serdang Regency," Junior Scientific Researcher, SC Research Publishing SRL, vol. 4(2), pages 107-125, November.
    3. April Sabdi Marbun & Sukaria Sinulingga & Iskandarini, 2018. "Analysis of Influence of Quality of Service and Quality of Products on Loyalty of Members with Member Satisfaction as Intervening Variable in Loan and Save Cooperative Nasari Branch Office of Medan," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 4(3), pages 106-121, September.
    4. Bunga Aditi & Sopi Pentana, 2018. "Analysis of Influence of Micro Small and Medium Enterprises (MSMEs) Development as a Competitive Advantage to Creative Economic Development," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 4(3), pages 122-132, September.
    5. Rahmad Hidayat & Isfenti Sadalia & Khaira Amalia Fachrudin, 2018. "Factors Affecting the Financing of Profitability Using Non Performing Financing as Moderating Variable in Sharia Business Unit of Bank Sumut (Bank of North Sumatera) in North Sumatera," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 4(1), pages 94-104, March.
    6. Dedi Iskandar Batubara & Heri Kusmanto & M. Arif Nasution & Amir Purba, 2018. "Kaizen and Kanban Implementation in Management of Education to Support of Total Quality Management Improvement at Council of Al Washliyah of North Sumatera, Indonesia," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 4(3), pages 154-166, September.
    7. Septi Utami Anugrah & Harmein Nasution & Nazaruddin, 2018. "The Influencing Factors Of Turnover On Nurses In Private Hospitals In Binjai City, Indonesia," Junior Scientific Researcher, SC Research Publishing SRL, vol. 4(2), pages 49-66, November.
    8. Zulkifli Osro & Prihatin Lumbanraja & Sitti Raha Agoes Salim & Yeni Absah, 2018. "The Analysis of Personality and Work Ability on the Performance of Outsourcing Employees with Work Motivation as Intervening Variable at Pt Inalum (Persero) in Kuala Tanjung," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 4(2), pages 90-104, June.
    9. Hafizah, 2018. "The Influence of Online Media and Social Media on Mass Communication with Communication Technology as Intervening Variables," Business and Economic Research, Macrothink Institute, vol. 8(1), pages 51-67, March.
    10. Rifki Maidasari & Yeni Absah & Elisabet Siahaan, 2018. "An Analysis of the Implication of Workload and Social Support toward Burnout," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 4(3), pages 187-198, September.
    11. Anugrah, Septi Utami & Nasution, Harmein & Nazaruddin, Nazaruddin, 2018. "The influencing factors of turnover on nurses in private hospitals in Binjai city, Indonesia," MPRA Paper 92355, University Library of Munich, Germany.
    12. Osro, Siti Aisah & Nasution, Harmein & Sadalia, Isfenti, 2018. "The influence of emotional intelligence on the performance of health department officers of Deli Serdang regency," MPRA Paper 92359, University Library of Munich, Germany.
    13. Aditi, Bunga & PENTANA, SOPI, 2018. "Analysis of Influence of Micro Small and Medium Enterprises (MSMEs) Development as a Competitive Advantage to Creative Economic Development," OSF Preprints ejk47, Center for Open Science.
    14. Ridwansyah, Ridwansyah & Sadalia, Isfenti & Absah, Yeni, 2018. "The analysis of the influence of motivation, competence, and incentive toward employee performance at pt Sianjur resort, a housing developer of Oma Deli Medan, Indonesia," MPRA Paper 92358, University Library of Munich, Germany.
    15. Iskandar Muda & Hasnaini Ridha, 2018. "Effect of Revenue and General Allocation Fund of Capital Expenditures in the Economic Growth as Moderator Variable. Case of Indonesia," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 4(1), pages 29-39, March.
    16. Abdhy Aulia Adnans & Iskandar Muda, 2018. "Neoclassical Growth Model Application To The Analysis Of Human Capital For Regional Development," Eurasian Journal of Economics and Finance, Eurasian Publications, vol. 6(4), pages 1-13.
    17. Abdul Nasser Hasibuan, 2018. "Company Monitoring Analysis on Financial Report Quality in Indonesia Stock Exchange Manufacturing Sector," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 4(4), pages 162-175, December.
    18. Hasan Basri & Cindi Paramita Februari & M. Shabri Abd. Majid, 2019. "Does Indonesia Sustainability Reporting Award (ISRA) Cause Abnormal Return and Stock Trading Volume: A Comparative Analysis," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 5(1), pages 74-79, March.
    19. Anugerah Iman Hrp & Isfenti Sadalia & Khaira Amalia Fachrudin, 2017. "The Effect of Leverage and Financial Distress on Earnings Management with Good Corporate Governance as the Moderating Variable," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 3(4), pages 86-95, December.
    20. Rizky Putra & Winda Ardiani, 2018. "Effect of Communication Process on Customer Satisfaction in Improving Customer's Retention," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 4(3), pages 87-95, September.

    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

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:khe:scajes:v:4:y:2018:i:3:p:96-105. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Adi Sava (email available below). General contact details of provider: https://edirc.repec.org/data/ffucdro.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.