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E-Service Quality dan E-Customer Relationship Management

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  • Kasde, Fiona Ramadhita

Abstract

Persaingan dalam bisnis digital pun, dengan seiring waktu, semakin tajam dan terus meningkat. Dengan digitalisasi dalam perusahaan ini, pelanggan dapat dengan mudah mengakses, memilih, dan memutuskan merek apa yang memikat dan cocok dengan mereka. Banyak penelitian yang telah diadakan mengenai bagaimana kualitas dari layanan digital pada berbagai macam perusahaan. Salah satu di antara penelitian tersebut adalah mengenai layanan digital dalam customer relationship management atau CRM dalam suatu bisnis. Oleh karena itu, dalam makalah ini, akan dibahas mengenai bagaimana kaitannya antara layanan digital dengan kinerja e-CRM suatu bisnis dan terdapat saran untuk meningkatkan kinerja e-CRM. Dapat kita lihat bahwa e-CRM sudah banyak mulai diterapkan oleh berbagai perusahaan pada setiap industry. Dalam berbagai penelitian, terbukti bahwa e-CRM sangat berpengaruh terhadap e-service quality.

Suggested Citation

  • Kasde, Fiona Ramadhita, 2022. "E-Service Quality dan E-Customer Relationship Management," OSF Preprints rhvts, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:rhvts
    DOI: 10.31219/osf.io/rhvts
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