Analysis of The Effect of Electronic Customer Relationship Management and Perceived Value on E-Customer Loyalty Through E-Customer Satisfaction on XYZ.Com

Abstract

Electronic Customer Relationship Management is an integrated CRM function with the use of an online environment to identify, attract and retain an organization’s customers. E-CRM has an important role in addressing the challenges that exist in the e-commerce industry and certainly affect the success of e-commerce. In an online business, perceived value is something that must be maintained, that it can become a company's advantage in competing. The purpose of this research is to identify the effect of Electronic Customer Relationship Management (E-CRM) and Perceived Value in increasing customer satisfaction and loyalty. This study used the method SEM-PLS with respondents as mush as 111 respondents. The results are significant againts Electronic Customer Relationship and Perceived Value on E-Customer Satisfaction and E-Customer Loyalty in JABODETABEK customer of XYZ.com.