An Analysis of the Implementation of Electronic Customer Relationship Management (E-CRM) Towards Customer Loyalty

Abstract

The presence of customers is the most important component in a business. For this reason, customer loyalty to the company must be maintained and improved so that the business can survive and grow. This research is a quantitative study that aims to look at the relationship between electronic customer relationship management (ECRM) on the loyalty. Data in this study were collected through ECRM quality measurement questionnaires and customer loyalty levels. Then, the collected data is analyzed using simple linear regression analysis. The results of this study indicate that there is a positive and significant effect between the effectiveness of the ECRM on the level of customer loyalty from these results it can be recommended that to increase customer loyalty, it is important to improve the quality and effectiveness of ECRM.