The Effect of Electronic Customer Relationship Management (E-CRM) to Customer Statisfaction (Study case of Mobile Application Mytelkomsel) Dhelvianti Azni Savira, Ratih Hurriyati, Heny Hendrayati
Manajemen, Sekolah Pascasarjan, Universitas Pendidikan Indonesia.
Abstract
The development of technology in this digital era cannot be avoided in people^s lives, including in Inonesia. Because internet based technology is a solution and can simplify every activiy carried out. The internet will make it easier for people to connect with each other and provide internet based service. So, the companies must consider in building customer relationship. The purpose of this study was to analyze the effect of E-CRM on customer satisfaction. This research was conducted with a survey sampling method. The population of reaserch are MyTelkomsel users with a minimum age of 17 years. Samples that have been collected are 100 respondents by purposive sampling. The results of the validity and reliability test support to continue this research. The data that has been collect-ed is analyzed using simple regression techniques using SPSS version 25. The results of the E-CRM variable was categorized as significant and interested in being used with a coefficient of 0.659. So it can be concluced that the E-CRM variable had a positive effect on customer satisfaction. This finding implies that to improve e-commerce, companies need to pay more attention to how they can prioritize developing mobile application systems so that companies can reach consumers better and more easily.
Keywords: Internet based Technology, Electronic Customer Relationship Management, Customer Statisfaction,
