The Relationship between E-Service Quality and Ease of Use on Electronic Customer Relationship Management (E-CRM) Performance Mediating by Brand Image

Main Article Content

Farid Wadjdi
Zulkifli Djamin

Abstract

The purpose of this study was to determine the relationship of E-Service Quality and Ease of Use to Electronic Customer Relationship Management (E-CMR) which is mediated by Brand image. The research approach used is quantitative. The research sample is determined by non probability sampling which takes 100 samples of e-commerce application consumers in Indonesia. The results showed that there is a relationship between Brand Image and Electronic Customer Relationship Management (E-CRM). There is a relationship between E-Service Quality and Brand Image. There is a relationship between E-Service Quality and Electronic Customer Relationship Management (E-CRM). There is a relationship between Ease of Use and Brand Image. There is no relationship between Ease of Use and Electronic Customer Relationship Management (E-CRM). There is a relationship between E-Service Quality and Electronic Customer Relationship Management (E-CRM) which is mediated by Brand Image. There is a relationship between Ease of Use and Electronic Customer Relationship Management (E-CRM) which is mediated by Brand Image.

Keywords:
E-service quality, ease of use, Electronic Customer Relationship Management (E-CRM), brand image.

Article Details

How to Cite
Wadjdi, F., & Djamin, Z. (2021). The Relationship between E-Service Quality and Ease of Use on Electronic Customer Relationship Management (E-CRM) Performance Mediating by Brand Image. Asian Journal of Economics, Business and Accounting, 21(4), 9-19. https://doi.org/10.9734/ajeba/2021/v21i430367
Section
Original Research Article

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