Transformation of CRM Activities into e-CRM: The Generating e-Loyalty and Open Innovation
نویسندگان
چکیده
Technological developments have digitized consumer behavior all over Indonesia. This has become the basis for emergence of e-commerce, a digital business system that is widely used by public in making purchases through apps or websites. For this reason, an e-commerce platform should create e-loyalty, to make it best option among many stores. first study investigating ten factors contribute e-Customer Relationship Management (e-CRM) value on e-loyalty The involved 767 active users number one company An empirical investigation was carried out, validate instrument items regarding e-CRM and indicators, using Explanatory Factor Analysis (EFA) Confirmatory (CFA). analysis utilizes Structural Equation Modeling (SEM) test hypotheses. finding suggested variables customization, care, cultivation, choice, online community, convenience, site security, personalization values, rewards, interactivity positively e-loyalty.
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ژورنال
عنوان ژورنال: Journal of open innovation
سال: 2021
ISSN: ['2199-8531']
DOI: https://doi.org/10.3390/joitmc7020109