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E-Crm: E- Service Quality And Corporate Image On Customer Perception

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  • maulana, ahmad

Abstract

Customer Relationship Management (CRM) merupakan salah satu sarana untuk membangun hubungan yang berkelanjutan antara perusahaan dengan para pemangku kepentingan dan pemegang saham. Banyak bisnis saat ini menggunakan sistem manajemen hubungan pelanggan (CRM) untuk membangun hubungan dengan pelanggan. Dalam hal ini CRM juga telah membantu bisnis mengetahui apa saja yang diharapkan dan dibutuhkan pelanggan mereka. Hal ini telah menciptakan ikatan emosional yang dapat menciptakan hubungan bisnis yang erat dan terbuka serta komunikasi dua arah di antara mereka. Dengan cara ini, loyalitas pelanggan dapat dipertahankan dan tidak mudah atau memperlukan pertimbangan bagi pelanggan untuk beralih ke produk dan merek lain. Dalam hal ini artikel ini juga mengembangkan model penelitian untuk memvalidasi kualitas layanan elektronik serta Citra perusahaan untuk persepsi pelanggan.

Suggested Citation

  • maulana, ahmad, 2021. "E-Crm: E- Service Quality And Corporate Image On Customer Perception," OSF Preprints pvbqf_v1, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:pvbqf_v1
    DOI: 10.31219/osf.io/pvbqf_v1
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