The Effect of Customer Interface Quality (CIQ), Customer Relationship Management (CRM) and Corporate Social Responsibility (CSR) on Customer Satisfaction and Customer Loyalty: Evidence from Indonesia

Abstract

The purpose of this study was to build an understanding the role of Customer Interface Quality (CIQ), Customer Relationship Management (CRM) and Corporate Social Responsibility (CSR) on Customer satisfaction and customer loyalty. Type of research is Explanatory Research. Data collection using a questionnaire. The sampling technique used purposive sampling. The number of samples was 110 online shoppe consumers at Pamekasan Regency, Indonesia, and data analysis used the Structural Equation Model (SEM) with AMOS software. The results of this study indicate Customer Interface Quality (CIQ) have a positive and significant effect on Customer Satisfaction, Customer Relationship Management (CRM) have a positive and significant effect on Customer Satisfaction, Corporate Social Responsibility (CSR) have a positive and significant effect on Customer Satisfaction and Customer Satisfaction has a positive and significant effect on Customer Loyalty.