PENGARUH TRUST, PRIVACY, DAN QUALITY OF SERVICE TERHADAP KEBERHASILAN E-CRM MELALUI CUSTOMER SATISFACTION PADA PENGGUNAAN E-WALLET
Keywords:
Customer Satisfaction; Trust; Privacy; E-CRM; Quality of Service
Abstract
E-wallet is a popular payment system in society due to technological advancements causing disruption. This research was conducted to study the success of E-CRM (Electronic Customer Relationship Management) among e-wallet users in terms of Trust, Privacy, and Quality of Service, with Customer Satisfaction as a mediating variable. This study employed a quantitative method with a sample size of 190 respondents. Data were tested through descriptive analysis and multiple linear regression. Findings revealed that Trust does not have a relationship with E-CRM. Service quality and privacy influence E-CRM, where all three variables trust, privacy, and quality of service have a significantly positive impact on customer satisfaction. This research provides information regarding the influence of trust, privacy, and service quality on the success of E-CRM systems through customer satisfaction in using e-wallets. It is highly valuable and can be considered for the implementation of E-CRM
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References
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Syahidah, Andi Arini, and Muhammad Fikry Aransyah. 2023. “Pengaruh E-Service Quality Dan E-Trust Terhadap E-Customer Loyalty Pada Pengguna Dompet Digital DANA Melalui E-Satisfaction Sebagai Variabel Intervening.” Jurnal Sisfokom (Sistem Informasi Dan Komputer) 12 (1): 36–44. https://doi.org/10.32736/sisfokom.v12i1.1593.
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Titin Herawaty, Mety, Aan Rahman, Luthfia Rohimah, Helmy Ivan Taruna, Etik Dwi Styaningrum, and Dede Suleman. 2022. “The Influence of Service Quality and Price on Alfamart Consumer Loyalty with Customer Satisfaction As Mediation Variables.” International Journal of Social and Management Studies 3 (2): 246–57.
Widiawati, Diah, Syarif Hidayatullah, and Stella Alvianna. 2021. “Pengaruh Celebrity Endorcer Dan Kualitas Produk Terhadap Keputusan Pembelian Smartphone Samsung.” Jurnal Tesla 1 (1): 9–15.
Yel, Mesra Betty, and Mahyuddin K. M Nasution. 2022. “Keamanan Informasi Data Pribadi Pada Media Sosial.” Jurnal Informatika Kaputama (JIK) 6 (1): 92–101. https://doi.org/10.59697/jik.v6i1.144.
Widodo, A., & Murwatiningsih, M. (2019). Management Analysis Journal The Influence Of Promotion And Trust On Customer Loyalty Through Customer Satisfaction. Management Analysis Journal, 8(3), 265–274. Http://Maj.Unnes.Ac.Id
Zhang, G., Wang, Z., & Zhao, H. (2020). Relationships Among Perceived Value, Satisfaction, And E-Trust: An E-CRM View Of Online Restaurant Consumption. Journal Of Systems Science And Information, 8(5), 458–475. Https://Doi.Org/10.21078/JSSI-2020-458-18
Al-Shuridah, Obaid Mobarak, and Nelson Oly Ndubisi. 2023. “The Effect of Sustainability Orientation on CRM Adoption.” Sustainability 15 (13): 10054. https://doi.org/10.3390/su151310054.
Ali, Bayad Jamal, Pakzad Fadel Saleh, Shwana Akoi, Aram Ahmed Abdulrahman, Awezan Shamal Muhamed, Halwest Nowzad Noori, and Govand Anwar. 2021. “Impact of Service Quality on the Customer Satisfaction: Case Study at Online Meeting Platforms.” International Journal of Engineering, Business and Management 5 (2): 65–77. https://doi.org/10.22161/ijebm.5.2.6.
ANURIZA, D, and A KUSUMAWARDHANI. 2021. “The Influence of Electronic Customer Relationship Management (e-CRM) on Customer Loyalty with Customer Satisfaction as a Mediating Variabel Studi In AHASS Putri Jaya Motor Group Brebes.” Diponegoro Journal of Management 10 (3): 1–12. https://repofeb.undip.ac.id/id/eprint/8839.
Desvira, Nanda Suci, and Muhammad Fikry Aransyah. 2023. “Analysis of Factors Influencing Interest and Behavior in Using ShopeePay Features Using the Unified Theory of Acceptance and Use of Technology (UTAUT2) Model.” Jurnal Sisfokom (Sistem Informasi Dan Komputer) 12 (2): 178–91. https://doi.org/10.32736/sisfokom.v12i2.1594.
Et.al, Hindarsah ida. 2021. “The Influence of Service Quality, Emotional Marketing and Spiritual Marketing On Customer Satisfaction.” Turkish Journal of Computer and Mathematics Education (TURCOMAT) 12 (3): 3685–89. https://doi.org/10.17762/turcomat.v12i3.1650.
Fabriani, Sarita, and Safitri Juanita. 2020. “Implementasi Electronic Relationship Management (E-Crm) Pada Beauty Karlina Salon Untuk Meningkatkan Loyalitas Dan Menarik Pasien Baru.” IDEALIS : InDonEsiA JournaL Information System 3 (1): 381–85. https://doi.org/10.36080/idealis.v3i1.1923.
Fika, Yusti Harahap, Fauzi Amrin, and Helmi Situmorang Syafrizal. 2023. “The Influence of Digital Customer Experience and Enjoyment on Flip E-Wallet E-Loyalty Through E-Trust in Medan City Millenial Generations.” International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) 3 (2): 488–505. https://doi.org/10.54443/ijebas.v3i2.785.
Kumbara, Vicky Brama, Nandan Limakrisna, and Yulasmi Yulasmi. 2023. “Faktor-Faktor Yang Mempengaruhi e-Loyalty Pelanggan Pada e-Commerce Di Kota Padang Sumatera Barat” 9 (3): 1326–38.
Monic, Kartika Angelia Cahya, and ratna Pamikatsih Tri. 2023. “Pengaruh Kemudahan Data, Fitur Layanan Dan Kepercayaan Customer Terhadap Minat Penggunaan E-Wallet Pada Aplikasi Dana Tri Ratna Pamikatsih.” Journal of Management and Social Sciences (JMSC) 1 (3): 37–53. https://doi.org/10.59031/jmsc.v1i3.15.
Naidoo, Vinessa, and Keorapetse Botsi. 2021. “Customer Satisfaction At an Online Store in South Africa.” Journal of Entrepreneurial Innovations 2 (1): 21–36. https://doi.org/10.14426/jei.v2i1.932.
Nicoline, Ashinyi Ateghang, Received Date, and Published Date. 2020. “Managing The Relationship Between E-Crm , Online Customer Satisfaction And Loyalty In Digital B2c Markets : The Case Of Turkish Fashion Companies” 3: 403–18.
Norawati, Suarni, Arman Arman, Auzar Ali, Amri Ihsan, and Eka Putra. 2021. “Analysis of Product Variation, Quality of Service and Their Effect on Customer Satisfaction.” IJEBD (International Journal of Entrepreneurship and Business Development) 4 (6): 954–60. https://doi.org/10.29138/ijebd.v4i6.1554.
Pambudi, Ari, Riya Widayanti, and Primasatria Edastama. 2021. “Trust and Acceptance of E-Banking Technology Effect of Mediation on Customer Relationship Management Performance.” ADI Journal on Recent Innovation (AJRI) 3 (1): 87–96. https://doi.org/10.34306/ajri.v3i1.538.
Rachmi, Tantia, and Muhammad Basyir. 2023. “Strategi Penggunaan Berkelanjutan E-Wallet Di Kota Banda Aceh.” MANIS: JURNAL MANAJEMEN, INOVASI BISNIS DAN STRATEGI 1 (1): 127–42. https://jurnal.usk.ac.id/manis.
Ramadhani, Diana Putri, Havid Syafwan, and Chitra Latiffani. 2022. “Penerapan Metode E – CRM Pada Toko Wati Collection.” JATISI (Jurnal Teknik Informatika Dan Sistem Informasi) 9 (4): 3503–18. https://doi.org/10.35957/jatisi.v9i4.2839.
Siagian, Ade Onny. 2020. “Journal Economy And Currency Study (JECS) Volume 2, Issue 2, July 2020 Analisis Jaringan Antara Pengembangan Produk Dan Kualitas Pelayanan Dengan Kepuasan Pelanggan PT. Adhi Karya Jakarta” 2 (2): 34–43.
Syahfitri, A, and Z Nasution. 2023. “Analysis of The Influence of Price, Quality of Service, Facilities and Location on Customer Satisfaction at Cafe Dapur Kampung, Marbau District.” … Journal of Humanities and … 3 (3). https://jpabdimas.idjournal.eu/index.php/daengku/article/view/1663.
Syahidah, Andi Arini, and Muhammad Fikry Aransyah. 2023. “Pengaruh E-Service Quality Dan E-Trust Terhadap E-Customer Loyalty Pada Pengguna Dompet Digital DANA Melalui E-Satisfaction Sebagai Variabel Intervening.” Jurnal Sisfokom (Sistem Informasi Dan Komputer) 12 (1): 36–44. https://doi.org/10.32736/sisfokom.v12i1.1593.
Syifa, Muhammad, and Ririn Tri Ratnasari. 2020. “Pengaruh Trust Dan Service Convenience Terhadap Behavioral Intention To Utilize Layanan Online Lembaga Amil Zakat.” Jurnal Ekonomi Syariah Teori Dan Terapan 7 (9): 1831. https://doi.org/10.20473/vol7iss20209pp1831-1839.
Titin Herawaty, Mety, Aan Rahman, Luthfia Rohimah, Helmy Ivan Taruna, Etik Dwi Styaningrum, and Dede Suleman. 2022. “The Influence of Service Quality and Price on Alfamart Consumer Loyalty with Customer Satisfaction As Mediation Variables.” International Journal of Social and Management Studies 3 (2): 246–57.
Widiawati, Diah, Syarif Hidayatullah, and Stella Alvianna. 2021. “Pengaruh Celebrity Endorcer Dan Kualitas Produk Terhadap Keputusan Pembelian Smartphone Samsung.” Jurnal Tesla 1 (1): 9–15.
Yel, Mesra Betty, and Mahyuddin K. M Nasution. 2022. “Keamanan Informasi Data Pribadi Pada Media Sosial.” Jurnal Informatika Kaputama (JIK) 6 (1): 92–101. https://doi.org/10.59697/jik.v6i1.144.
Widodo, A., & Murwatiningsih, M. (2019). Management Analysis Journal The Influence Of Promotion And Trust On Customer Loyalty Through Customer Satisfaction. Management Analysis Journal, 8(3), 265–274. Http://Maj.Unnes.Ac.Id
Zhang, G., Wang, Z., & Zhao, H. (2020). Relationships Among Perceived Value, Satisfaction, And E-Trust: An E-CRM View Of Online Restaurant Consumption. Journal Of Systems Science And Information, 8(5), 458–475. Https://Doi.Org/10.21078/JSSI-2020-458-18
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2024-03-12
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