Effectiveness of Electronic Customer Relationship Management on Tomoro Coffee Applications in Jakarta
Abstract
This study aims to determine the effectiveness of the application of electronic customer relationship management (e-CRM) in the TOMORO Coffee application in Jakarta which affects building relationships with customers. This study uses a type of quantitative research with purposive sampling technique. While the analysis techniques used are descriptive analysis, simple tabulation analysis and average scores. From the research results obtained, the dimensions related to e-CRM in this study, namely web design, search capabilities, loyalty programs, payment methods and customer support, are included in the excellent category when viewed from the criteria score and are evidenced by the results of the average score measurement showing the effectiveness level of the very effective interval. This is driven by the statement that the dimensions of web design. search capabilities, loyalty programs, payment methods and customer support show very good average score results and the level of effectiveness in the interval above number 3 which states that it is very effective. The highest order of effectiveness of the e-CRM dimension is search capabilities, web design, customer support, loyalty programs and payment methods.
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