Digital Customer Relationship Management in Improving Service Quality Through E-Commerce Systems

Authors

  • Kasino Martowinangun Politeknik Piksi Ganesha, Jawa Barat, Indonesia
  • Johni Setiady Pasaribu Politeknik Piksi Ganesha, Jawa Barat, Indonesia
  • Jusuf Nurdin Politeknik Piksi Ganesha, Jawa Barat, Indonesia

DOI:

https://doi.org/10.38035/jemsi.v6i3.4074

Keywords:

Digital Customer Relationship Management (d-CRM), E-Commerce, Service Quality, Customer Loyality, Automation, Personalization

Abstract

Digital Customer Relationship Management (d-CRM) is an evolution of traditional CRM that focuses on the use of digital technology to manage customer relationships. In the context of e-commerce, “d-CRM” is a very important role in improving service quality through personalization, automation, and deeper utilization data of customers. This paper aims to explore how “d-CRM” can be applied in e-commerce platforms to improve service quality, customer satisfaction, and loyalty. By reviewing a case study on CV Bintang Raya Plastik and the literature, this article highlights the benefits of “d-CRM” and the challenges it in implementation.

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Published

2025-02-14

How to Cite

Martowinangun, K., Pasaribu, J. S., & Nurdin, J. (2025). Digital Customer Relationship Management in Improving Service Quality Through E-Commerce Systems . Jurnal Ekonomi Manajemen Sistem Informasi, 6(3), 1696–1704. https://doi.org/10.38035/jemsi.v6i3.4074

Issue

Vol. 6 No. 3 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (Januari - Februari 2025)

Section

Articles

License

Copyright (c) 2025 Kasino Martowinangun, Johni S Pasaribu, Jusuf Nurdin

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This work is licensed under a Creative Commons Attribution 4.0 International License.

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