Oey, Edward
(2019)
The effect of e - crm toward customer experience, satisfaction and loyalty on ride hailing mobile apps: a study case of grab.
Bachelor thesis, Universitas Pelita Harapan.
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Abstract
Ride hailing mobile apps is a big phenomenon in Indonesia in which it is highly correlated with the fast growth of technology within the last decade. Ride Hailing Mobile Application was well accepted in Indonesia that was previously monopolized by conventional services such as Taxi. This has been a major changed in the transportation industry of Indonesia. There are only two major providers in this industry, and this has empower customers have the tendency to switch between the two major players therefore Customer Loyalty become a major issue. Hence it is important for companies within this industry to know the relationship between E-CRM and Customer Loyalty in determining on whether ECRM play a role in retaining customers. The method used in this study is quantitative method and the type of sampling this research uses is simple random sampling with 197 respondents. The platform being used in this research to collect data from respondent was online questionnaires (Google Forms), the data was further analyzed and processed using Structural Equation Modeling (SEM) by using the program called SmartPLS 3.0. All hypothesis shows significant influence with one another expect H6: ‘There is Significant influence between customer satisfaction and Customer loyalty on Grab Mobile application’. H6 does not have significant influence because of several things that will be discussed in this study
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