Impact of Information System-Based Customer Relationship Management Strategy, Social Media Interaction on Customer Perception, Satisfaction, Loyalty, Corporate Image and Purchase Intention to XYZ Cellular Customers in Samarinda City

Wick Indiyarto,Harisno Harisno

doi:10.1007/978-3-319-31277-4_12

Impact of Information System-Based Customer Relationship Management Strategy, Social Media Interaction on Customer Perception, Satisfaction, Loyalty, Corporate Image and Purchase Intention to XYZ Cellular Customers in Samarinda City

Wick Indiyarto, Harisno Harisno

https://doi.org/10.1007/978-3-319-31277-4_12

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Publication Date: Apr 1, 2016

Affiliation: Binus University

#Customer Loyalty #Customer Satisfaction + Show 8 more

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Abstract

This study aims to investigate the impact of information system-based Customer Relationship Management (CRM) strategy, social media interaction on customer point of view from XYZ cellular customers in Samarinda city, East Kalimantan, Indonesia. This study used Structural Equation Modeling-Partial Least Square (SEM-PLS) with two-step approach for second order confirmatory factor analysis from 246 customers as respondents. This paper found the direct and indirect impact of information system-based CRM strategy on variables related with customers such as perceived value, perceived service quality, customer satisfaction, customer loyalty, corporate image and purchase intention.

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