지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
초록· 키워드
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Purpose - Capturing the shifting consumer behavior perspective on online transportation network performance in Indonesia, this study aims to empirically examine the impact of electronic customer relationship management (e-CRM) and e-service quality on customer e-satisfaction and e-loyalty. Research design, data, and methodology - A quantitative approach was applied, and then we determined the respondents who met the predetermined criterion by using purposive sampling method. In total, 167 online transportation customer in Indonesia participated in this electronic questionnaire survey. To tested the collected data, Partial Least Square (PLS) - (SEM) analytical tools were employed. Results and Findings - There are five hypotheses proposed in this study and state that only one hypothesis is rejected, The dominant relationship between variables in the hypothesis is shown in the variable relationship of e-service quality on e-satisfaction. CRM, Service Quality, Satisfaction and Loyalty implemented comprehensively in cyberspace provides a clear picture for academics but also for practitioners who are struggling in the service industry that specifically appoints online transportation business. The findings of this research provide both managerial and theoretical implications to maintain customer e-loyalty in online transportation network business environment in Indonesia.
목차
등록된 정보가 없습니다.
참고문헌 (50)
참고문헌 신청
Abdulfattah, F. / 2012 / The effect of electronic customer relationship on customer satisfaction a study in web banking in Saudi Arabia
Alhaiou, T. A. / 2011 / A study on the relationship between E-CRM features and e-loyalty: The case in UK
Alim, S. / 2014 / The influences of e-CRM on customer satisfaction and loyalty in the UK mobile industry / Journal of Applied Business and Finance Researches 3(2):47~54
Anderson, R. E. / 2003 / Esatisfaction and e‐loyalty : A contingency framework / Psychology & Marketing 20(2):123~138
Awasthi, A. / 2011 / A hybrid approach based on SERVQUAL and fuzzy TOPSIS for evaluating transportation service quality / Computers & Industrial Engineering 61(3):637~646
Alhaiou, T. A. / 2011 / A study on the relationship between E-CRM features and e-loyalty: The case in UK
Alim, S. / 2014 / The influences of e-CRM on customer satisfaction and loyalty in the UK mobile industry / Journal of Applied Business and Finance Researches 3(2):47~54
Anderson, R. E. / 2003 / Esatisfaction and e‐loyalty : A contingency framework / Psychology & Marketing 20(2):123~138
Awasthi, A. / 2011 / A hybrid approach based on SERVQUAL and fuzzy TOPSIS for evaluating transportation service quality / Computers & Industrial Engineering 61(3):637~646
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