e-CRM and Loyalty: A Mediation Effect of Customer Experience and Satisfaction in Online Transportation of Indonesia

Abstract

Sharing economy inspire people to share resources to produce more efficient economies. In Indonesia, Sharing economy is predicted to grow rapidly and become a very promising business model in the future. One of the most vibrant sharing economies in Indonesia today is the online transport business model. The specific purpose of the paper is to identify the mediating effect of experience and satisfaction between eCRM and Loyalty in online transportation. This paper contributes to broadening the application e-Customer Relationship Management, Customer Experience, Customer Satisfaction and Customer Loyalty. Data was collected from 190 respondents who used online transportation. Empirical Investigation was carried out to validate the framework through measurement reliability and validity, and testing the significant the mediating effect of experience and satisfaction between eCRM and Loyalty using partial least square-structural equation model (PLS-SEM). Result In the direct effect research suggests that e-CRM have positive and significant predictor of customer experience, satisfaction and loyalty. Result In the direct effect research suggests that customer experience fully mediated relationship between eCRM, customer satisfaction, and Loyalty.

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