The Effect of Implementation of E-Commerce Systems, Customer Relationship Management (CRM) and Investment Product Quality on Customer Loyalty and Company Performance

Abstract

The objective of this study is to determine the effect of implementation of e-commerce system, customer relationship management (CRM) and investment product quality on customer loyalty and company performance. The population of this study is the employees of PT Danareksa Investment Management. The number of samples in this study are 40 respondents. The questionnaires were distributed to the respondents by using saturation sampling technique. This study used multiple linear regression analysis method in conduct the research. T-test was used to determine the effect of partial and significance between one independent variable to one dependent variable and F-test was used to know the effect and significance between some independent variable to one or more dependent variable. The result of this study shows that e-commerce system (X1), customer relationship management (CRM) (X2), and investment product quality (X3) positively and significantly have effect on customer loyalty (Y1) and company performance (Y2). Based on the results, the company needs to improve e-commerce application systems, optimize the implementation of CRM systems and investment product quality to be more competitive.



Author Information
Setyani Dwi Lestari, Budi Luhur University, Indonesia
Bambang Agus Prasetyanto, Budi Luhur University, Indonesia
Yuwono Yuwono, Budi Luhur University, Indonesia
Umbar Riyanto, Budi Luhur University, Indonesia

Paper Information
Conference: ACSS2019
Stream: Educational policy

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