Published January 13, 2023 | Version v1
Journal article Open

The Effect of Customer Interface Quality (CIQ), Customer Relationship Management (CRM) and Corporate Social Responsibility (CSR) on Customer Satisfaction and Customer Loyalty: Evidence from Indonesia

Creators

  • 1. Faculty of Economic and Business, Universitas Madura, Jl. Raya Panglegur No. Km 3.5, West, Panglegur, Kec. Tlanakan, Pamekasan Regency, East Java 69371, Indonesia
  • 2. Faculty of Agriculture, Agribusiness study program, Universitas Wiraraja Madura_Indonesia.
  • 3. Faculty of social science and political science, Universitas Wiraraja Madura_Indonesia, Jl. Raya Sumenep Pamekasan KM.05 Sumenep City, East Java 69452 Indonesia,
  • 4. Faculty of Economics, Universitas Wiraraja Madura_Indonesia.
  • 5. Faculty of development Economics, sekolah Tinggi Ilmu Ekonomi Bakti Bangsa Pamekasan, Indonesia
  • 6. Faculty of Public Administration Science, Universitas Madura, Jl. Raya Panglegur No. Km 3.5, West, Panglegur, Kec. Tlanakan, Pamekasan Regency, East Java 69371, Indonesia

Description

The purpose of this study was to build an understanding the role of Customer Interface Quality (CIQ), Customer Relationship Management (CRM) and Corporate Social Responsibility (CSR) on Customer satisfaction and customer loyalty. Type of research is Explanatory Research. Data collection using a questionnaire. The sampling technique used purposive sampling. The number of samples was 110 online shoppe consumers at Pamekasan Regency, Indonesia, and data analysis used the Structural Equation Model (SEM) with AMOS software. The results of this study indicate Customer Interface Quality (CIQ) have a positive and significant effect on Customer Satisfaction, Customer Relationship Management (CRM) have a positive and significant effect on Customer Satisfaction, Corporate Social Responsibility (CSR) have a positive and significant effect on Customer Satisfaction and Customer Satisfaction has a positive and significant effect on Customer Loyalty.

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