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Impact of Information System-Based Customer Relationship Management Strategy, Social Media Interaction on Customer Perception, Satisfaction, Loyalty, Corporate Image and Purchase Intention to XYZ Cellular Customers in Samarinda City

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Recent Developments in Intelligent Information and Database Systems

Part of the book series: Studies in Computational Intelligence ((SCI,volume 642))

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Abstract

This study aims to investigate the impact of information system-based Customer Relationship Management (CRM) strategy, social media interaction on customer point of view from XYZ cellular customers in Samarinda city, East Kalimantan, Indonesia. This study used Structural Equation Modeling-Partial Least Square (SEM-PLS) with two-step approach for second order confirmatory factor analysis from 246 customers as respondents. This paper found the direct and indirect impact of information system-based CRM strategy on variables related with customers such as perceived value, perceived service quality, customer satisfaction, customer loyalty, corporate image and purchase intention.

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Acknowledgment

The Authors gratefully acknowledge to Prof. Dr. Harjanto Prabowo and Prof. Dr. Gerardus Polla for their kind opportunities and support so that this paper can be finished.

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Authors and Affiliations

  1. Master of Information System Management, Binus Graduate Programs, Bina Nusantara University, Jl. Kebon Jeruk Raya no. 27, Jakarta, 11530, Indonesia

    Wick Indiyarto &  Harisno

Authors
  1. Wick Indiyarto
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  2. Harisno
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Correspondence to Wick Indiyarto .

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Editors and Affiliations

  1. Faculty of Computer Science and Manageme, Wrocław University of Technology, Wrocław, Poland

    Dariusz Król

  2. Faculty of Computer Science and Manageme, Wrocław University of Technology, Wrocław, Poland

    Lech Madeyski

  3. Faculty of Computer Science and Manageme, Wrocław University of Technology, Wrocław, Poland

    Ngoc Thanh Nguyen

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Indiyarto, W., Harisno (2016). Impact of Information System-Based Customer Relationship Management Strategy, Social Media Interaction on Customer Perception, Satisfaction, Loyalty, Corporate Image and Purchase Intention to XYZ Cellular Customers in Samarinda City. In: Król, D., Madeyski, L., Nguyen, N. (eds) Recent Developments in Intelligent Information and Database Systems. Studies in Computational Intelligence, vol 642. Springer, Cham. https://doi.org/10.1007/978-3-319-31277-4_12

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  • DOI: https://doi.org/10.1007/978-3-319-31277-4_12

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-31276-7

  • Online ISBN: 978-3-319-31277-4

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