IDEAS home Printed from https://ideas.repec.org/a/tec/busine/v2y2022i2p61-70.html
   My bibliography  Save this article

Boost Zakat Fundraising Through E-Customer Relationship Management in Digital Era

Author

Listed:
  • Doddy, Muhammad

Abstract

At present, zakat payments allow payment via online. Therefore, the relationship between the Amil Zakat Institution and the muzakki must be strengthened, primarily through online zakat payments. E-CRM or what is known as e-Customer Relationship Management is used to facilitate the implementation of CRM in the world of digital payments. E-CRM allows the Amil Zakat Institution to provide appropriate services to satisfy muzakki and increase muzakki loyalty in paying zakat through online applications. Also, the E-CRM feature is essential for management. Zakat Payer Relations Online, without the e-CRM feature, CRM in the world of online zakat payments cannot be realized. Some literature there is no theoretical model for E-CRM implementation on online zakat payments. Besides, there are shortcomings in previous studies that focused on identifying the importance and categorization of e-CRM features in the various stages of the transaction cycle. So, this study seeks to fill the information gap based on empirical data obtained from the survey. The purpose of this study is to examine the relationship between E-CRM features in online zakat payments and online zakat payer loyalty at various stages of the pre-payment, when-payment, and post-payment transaction cycle. The results of this study indicate that the use of E-CRM in online zakat payment applications can affect the satisfaction and loyalty of online zakat payers. Research contributes to the role of the E-CRM feature in increasing the loyalty of zakat payers online at various stages of the payment cycle. What's more, this study highlights the critical elements of the E-CRM program, where online zakat payment applications must invest to increase the loyalty of zakat payers.

Suggested Citation

  • Doddy, Muhammad, 2022. "Boost Zakat Fundraising Through E-Customer Relationship Management in Digital Era," Technium Business and Management, Technium Science, vol. 2(2), pages 61-70.
  • Handle: RePEc:tec:busine:v:2:y:2022:i:2:p:61-70
    DOI: 10.47577/business.v2i2.6762
    as

    Download full text from publisher

    File URL: https://techniumscience.com/index.php/business/article/view/6762
    Download Restriction: no

    File URL: https://techniumscience.com/index.php/business/article/view/6762
    Download Restriction: no

    File URL: https://libkey.io/10.47577/business.v2i2.6762?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Gardial, Sarah Fisher, et al, 1994. "Comparing Consumers' Recall of Prepurchase and Postpurchase Product Evaluation Experiences," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(4), pages 548-560, March.
    Full references (including those not matched with items on IDEAS)

    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. Blut, Markus & Chowdhry, Nivriti & Mittal, Vikas & Brock, Christian, 2015. "E-Service Quality: A Meta-Analytic Review," Journal of Retailing, Elsevier, vol. 91(4), pages 679-700.
    2. Klaus G. Grunert & Tino Bech-Larsen & Liisa Lähteenmäki & Øydis Ueland & Annika Åström, 2004. "Attitudes towards the use of GMOs in food production and their impact on buying intention: The role of positive sensory experience," Agribusiness, John Wiley & Sons, Ltd., vol. 20(1), pages 95-107.
    3. Bryan Hochstein & Willy Bolander & Ronald Goldsmith & Christopher R. Plouffe, 2019. "Adapting influence approaches to informed consumers in high-involvement purchases: are salespeople really doomed?," Journal of the Academy of Marketing Science, Springer, vol. 47(1), pages 118-137, January.
    4. Babin, Barry J. & Darden, William R. & University, Louisiana State & Shreveport & Lousiana & Babin, Laurie A., 1998. "Negative Emotions in Marketing Research: Affect or Artifact?," Journal of Business Research, Elsevier, vol. 42(3), pages 271-285, July.
    5. Tournois, Laurent, 2015. "Does the value manufacturers (brands) create translate into enhanced reputation? A multi-sector examination of the value–satisfaction–loyalty–reputation chain," Journal of Retailing and Consumer Services, Elsevier, vol. 26(C), pages 83-96.
    6. Jones, Robert Paul & Camp, Kerri M. & Fairhurst, Ann E., 2015. "Temporal and financial risk assessments: How time and money constrain shopper behavior and influence purchase solutions," Journal of Retailing and Consumer Services, Elsevier, vol. 27(C), pages 154-163.
    7. Zielke, Stephan, 2008. "Exploring asymmetric effects in the formation of retail price satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 15(5), pages 335-347.
    8. Blut, Markus, 2016. "E-Service Quality: Development of a Hierarchical Model," Journal of Retailing, Elsevier, vol. 92(4), pages 500-517.
    9. Erifili Papista & Athanasios Krystallis, 2013. "Investigating the Types of Value and Cost of Green Brands: Proposition of a Conceptual Framework," Journal of Business Ethics, Springer, vol. 115(1), pages 75-92, June.
    10. Nichifor Bogdan & Barin Ioana, 2008. "Consumers Products And Services Value Perception," Studies and Scientific Researches. Economics Edition, "Vasile Alecsandri" University of Bacau, Faculty of Economic Sciences, issue 13.
    11. Rajaguru, Rajesh, 2016. "Role of value for money and service quality on behavioural intention: A study of full service and low cost airlines," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 114-122.
    12. Brian BARNARD & Derrick HERBST, 2017. "Innovation and Entrepreneurship: The Necessary Conditions of Value Creation," Expert Journal of Business and Management, Sprint Investify, vol. 5(2), pages 98-128.
    13. Somi Yu & Jieun Lee, 2019. "The Effects of Consumers’ Perceived Values on Intention to Purchase Upcycled Products," Sustainability, MDPI, vol. 11(4), pages 1-20, February.
    14. Brian BARNARD, 2018. "Benefit as a Medium for Value Creation and Innovation," Expert Journal of Marketing, Sprint Investify, vol. 6(2), pages 81-94.
    15. Aitken, Alan & Paton, Robert A., 2016. "Professional buyers and the value proposition," European Management Journal, Elsevier, vol. 34(3), pages 223-231.
    16. Kapllani, Armand & House, Lisa & Guan, Zhengfei, 2015. "Consumer Preferences and Factors Affecting Consumer Purchases of Pomegranates," 2016 Annual Meeting, February 6-9, 2016, San Antonio, Texas 230099, Southern Agricultural Economics Association.
    17. Paul Marinescu & Niculae Sabin Mihai & Toma Sorin, 2010. "Pricing Strategy Used As A Tool For Building Customer Satisfaction In The Retail Sector," Annals of Faculty of Economics, University of Oradea, Faculty of Economics, vol. 1(2), pages 1122-1127, December.
    18. Hasan, Syed Akif & Subhani, Muhammad Imtiaz, 2012. "Does the television program connectedness explain the television viewership patterns in Pakistani housewives?," MPRA Paper 35685, University Library of Munich, Germany.
    19. Sana Akbar Khan, 2017. "Consumer Innovation Adoption Stages and Determinants," Working Papers 03, Department of Management, Università Ca' Foscari Venezia.
    20. Brunsø, Karen & Fjord, Thomas Ahle & Grunert, Klaus G., 2002. "Consumers' food choice and quality perception," MAPP Working Papers 77, University of Aarhus, Aarhus School of Business, The MAPP Centre.

    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

    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:tec:busine:v:2:y:2022:i:2:p:61-70. 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: Anna Maria Golita (email available below). General contact details of provider: .

    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.