Exploring the Impact of Social Customer Relationship Management on Customer Loyalty Through Customer Satisfaction as a Mediator in Micro, Small, and Medium Enterprises in Koowe, Asahan Regency DOI Creative Commons

Elly Rahayu,

Wan Mariatul Kifti

Jurnal Ekonomi Bisnis & Entrepreneurship, Journal Year: 2024, Volume and Issue: 18(2), P. 427 - 443

Published: Dec. 12, 2024

This study aims to examine the impact of Social Customer Relationship Management (SCRM) conducted through social media on customer loyalty, with satisfaction acting as a mediator within UMKM KOOWE in Asahan District. The increasing popularity for communication and transactions has become valuable tool small medium-sized enterprises (SMEs) promote their products, accept orders, build relationships. choice is often due its ease use, cost-effectiveness, lack special skills required operation. One challenge faced by MSMEs measuring obtaining database can be difficult. research employs descriptive quantitative methodology, analyzing data using Structural Equation Modeling Partial Least Squares (SEM-PLS) support Smart-PLS 3.0 software. Three hypotheses are proposed: First, SCRM significantly influences satisfaction; second, impacts loyalty; third, directly affects loyalty. results indicate that all accepted, confirming positive relationships among these variables. implications this highlight importance implementing effective strategies enhance contributing growth sustainability MSMEs. Businesses leverage findings refine engagement practices improved performance competitive marketplace.

Language: Английский

Linking innovative work behavior with customer relationship management and marketing performance DOI Creative Commons
Luminiţa Nicolescu, Alexandru Ioan Rîpa

Journal of Innovation & Knowledge, Journal Year: 2024, Volume and Issue: 9(4), P. 100560 - 100560

Published: Sept. 24, 2024

Language: Английский

Citations

2
Factors affecting bridge employment behavior: Surveying Chinese older adults as anchors in social media DOI Creative Commons
Lingzhi Liu, Jirawan Deeprasert, Songyu Jiang

et al.

Problems and Perspectives in Management, Journal Year: 2024, Volume and Issue: 22(4), P. 108 - 124

Published: Oct. 24, 2024

Social media has brought new opportunities to bridge employment and become an essential channel for addressing the issue of aging society. This study aims explore factors influencing behavior among older adults on social platforms. analysis collected 757 from China who continue work as anchors in after retiring. Data collection was conducted over ten days via structured questionnaires divided into eight sections. Furthermore, this conducts structural equation modeling (SEM) process data. The results indicate that capital (beta = 0.183, p 0.004) policies 0.123, 0.031) have a significant positive impact intention employment. Subjective norms 0.197, < 0.001), attitudes 0.204, perceived behavioral control (beta= 0.147, also positively significantly influence norms, attitudes, serve crucial mediators relationship between capital, policies, Finally, 0.480, 0.001) is strong predictor acts mediator within model. findings suggest enhancing well-structured can adults’ acceptance sustained participation

Language: Английский

Citations

0
Exploring the Impact of Social Customer Relationship Management on Customer Loyalty Through Customer Satisfaction as a Mediator in Micro, Small, and Medium Enterprises in Koowe, Asahan Regency DOI Creative Commons

Elly Rahayu,

Wan Mariatul Kifti

Jurnal Ekonomi Bisnis & Entrepreneurship, Journal Year: 2024, Volume and Issue: 18(2), P. 427 - 443

Published: Dec. 12, 2024

This study aims to examine the impact of Social Customer Relationship Management (SCRM) conducted through social media on customer loyalty, with satisfaction acting as a mediator within UMKM KOOWE in Asahan District. The increasing popularity for communication and transactions has become valuable tool small medium-sized enterprises (SMEs) promote their products, accept orders, build relationships. choice is often due its ease use, cost-effectiveness, lack special skills required operation. One challenge faced by MSMEs measuring obtaining database can be difficult. research employs descriptive quantitative methodology, analyzing data using Structural Equation Modeling Partial Least Squares (SEM-PLS) support Smart-PLS 3.0 software. Three hypotheses are proposed: First, SCRM significantly influences satisfaction; second, impacts loyalty; third, directly affects loyalty. results indicate that all accepted, confirming positive relationships among these variables. implications this highlight importance implementing effective strategies enhance contributing growth sustainability MSMEs. Businesses leverage findings refine engagement practices improved performance competitive marketplace.

Language: Английский

Citations

0