PENGARUH PENGARUH SUSTAINABILITY E-COMMERCE TOKOPEDIA DALAM PERSPEKTIF CUSTOMER RELATIONSHIP MANAGEMENT

Authors

  • Anang Misbakhul Khoir Universitas Islam Negeri Sunan Ampel Surabaya
  • M. Khotibul Umam Universitas Islam Negeri Sunan Ampel
  • M. Al Fatih Universitas Islam Negeri Sunan Ampel
  • Abian Zhafran D. M Universitas Islam Negeri Sunan Ampel
  • Ahmad Fajar Universitas Islam Negeri Sunan Ampel
  • Faris Muslihul Amin Universitas Islam Negeri Sunan Ampel

DOI:

https://doi.org/10.30656/jsii.v10i2.7245

Abstract

Pentingnya sebuah penerapan manajemen hubungan pelanggan dalam sebuah perusahaan e-commerce atau jual beli online shop, hal tersebut pastinya akan mempengaruhi dalam sustainability sebuah perusahaan. Oleh karena itu perlu menemukan yang tepat mengenai variabel apa yang paling berpengaruh dalam sebuah penerapan customer relationship management perdagangan e-commerce Tokopedia. Metode penelitian yang digunakan adalah studi literatur dan masih berhubungan dengan studi kasus. Hasil penelitian menunjukkan bahwa penerapan manajemen hubungan pelanggan yang baik memiliki pengaruh yang signifikan terhadap keberlanjutan e-commerce Tokopedia, yang menunjukkan bahwa penerapan praktik CRM dapat meningkatkan loyalitas pelanggan dan membuat customer lebih dekat dengan Tokopedia. 

Kata kunci: Customer Relationship Management, E-Commerce, Sustainability, Tokopedia

 

 

 

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Published

2023-09-06

Issue

Vol. 10 No. 2 (2023): Vol. 10 No. 1 (2023)

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