{"id":"https://openalex.org/W4353076865","doi":"https://doi.org/10.33019/ijbe.v7i1.641","title":"The Influence of Customer Relationship Management and Customer Experience on Customer Satisfaction","display_name":"The Influence of Customer Relationship Management and Customer Experience on Customer Satisfaction","publication_year":2023,"publication_date":"2023-02-28","ids":{"openalex":"https://openalex.org/W4353076865","doi":"https://doi.org/10.33019/ijbe.v7i1.641"},"language":"en","primary_location":{"id":"doi:10.33019/ijbe.v7i1.641","doi":"https://doi.org/10.33019/ijbe.v7i1.641","is_oa":true,"landing_page_url":"https://doi.org/10.33019/ijbe.v7i1.641","pdf_url":"https://ojs.ijbe-research.com/index.php/IJBE/article/download/641/pdf_2","source":{"id":"https://openalex.org/S2785369296","display_name":"IJBE (Integrated Journal of Business and Economics)","issn_l":"2549-3280","issn":["2549-3280","2549-5933"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4404660607","host_organization_name":"Universitas Bangka Belitung","host_organization_lineage":["https://openalex.org/P4404660607"],"host_organization_lineage_names":["Universitas Bangka Belitung"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Integrated Journal of Business and Economics","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://ojs.ijbe-research.com/index.php/IJBE/article/download/641/pdf_2","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5045552465","display_name":"Suharto Suharto","orcid":"https://orcid.org/0000-0002-8826-9519","observed_orcids":["https://orcid.org/0000-0002-8826-9519"]},"institutions":[{"id":"https://openalex.org/I4210121558","display_name":"Universitas Muhammadiyah Metro","ror":"https://ror.org/02kq60523","country_code":"ID","type":"education","lineage":["https://openalex.org/I4210121558"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Suharto Suharto","raw_affiliation_strings":["Universitas Muhammadiyah Metro"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universitas Muhammadiyah Metro","institution_ids":["https://openalex.org/I4210121558"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5080844876","display_name":"Yuliansyah Yuliansyah","orcid":"https://orcid.org/0000-0002-0036-0853","observed_orcids":["https://orcid.org/0000-0002-0036-0853"]},"institutions":[{"id":"https://openalex.org/I12833781","display_name":"Lampung University","ror":"https://ror.org/05wtz9f44","country_code":"ID","type":"education","lineage":["https://openalex.org/I12833781"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Yuliansyah Yuliansyah","raw_affiliation_strings":["Universitas Lampung"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universitas Lampung","institution_ids":["https://openalex.org/I12833781"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":{"value":50,"currency":"USD","value_usd":50},"apc_paid":{"value":50,"currency":"USD","value_usd":50},"fwci":6.0745,"has_fulltext":true,"cited_by_count":21,"citation_normalized_percentile":{"value":0.96016132,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"7","issue":"1","first_page":"389","last_page":"389"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9951000213623047,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9951000213623047,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.0031999999191612005,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.0006000000284984708,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":1.0},{"id":"https://openalex.org/keywords/customer-experience","display_name":"customer experience","score":1.0},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":1.0},{"id":"https://openalex.org/keywords/retail-trade","display_name":"retail trade","score":0.42399999499320984},{"id":"https://openalex.org/keywords/lampung","display_name":"Lampung","score":0.9150000214576721}],"concepts":[{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.6776227951049805},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6713811159133911},{"id":"https://openalex.org/C100363876","wikidata":"https://www.wikidata.org/wiki/Q690661","display_name":"Nonprobability sampling","level":3,"score":0.5709713101387024},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.5432572960853577},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5031928420066833},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.43209850788116455},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.41775065660476685},{"id":"https://openalex.org/C152877465","wikidata":"https://www.wikidata.org/wiki/Q208042","display_name":"Regression analysis","level":2,"score":0.4137831926345825},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.3982766270637512},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.396109014749527},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.3933090269565582},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.37308409810066223},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.0},{"id":"https://openalex.org/C2908647359","wikidata":"https://www.wikidata.org/wiki/Q2625603","display_name":"Population","level":2,"score":0.0},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C149923435","wikidata":"https://www.wikidata.org/wiki/Q37732","display_name":"Demography","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.33019/ijbe.v7i1.641","doi":"https://doi.org/10.33019/ijbe.v7i1.641","is_oa":true,"landing_page_url":"https://doi.org/10.33019/ijbe.v7i1.641","pdf_url":"https://ojs.ijbe-research.com/index.php/IJBE/article/download/641/pdf_2","source":{"id":"https://openalex.org/S2785369296","display_name":"IJBE (Integrated Journal of Business and Economics)","issn_l":"2549-3280","issn":["2549-3280","2549-5933"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4404660607","host_organization_name":"Universitas Bangka Belitung","host_organization_lineage":["https://openalex.org/P4404660607"],"host_organization_lineage_names":["Universitas Bangka Belitung"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Integrated Journal of Business and Economics","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:2b86d3d34c5e4b6bb2dc9502966aedcf","doi":null,"is_oa":true,"landing_page_url":"https://doaj.org/article/2b86d3d34c5e4b6bb2dc9502966aedcf","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Integrated Journal of Business and Economics, Vol 7, Iss 1, Pp 389-403 (2023)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.33019/ijbe.v7i1.641","doi":"https://doi.org/10.33019/ijbe.v7i1.641","is_oa":true,"landing_page_url":"https://doi.org/10.33019/ijbe.v7i1.641","pdf_url":"https://ojs.ijbe-research.com/index.php/IJBE/article/download/641/pdf_2","source":{"id":"https://openalex.org/S2785369296","display_name":"IJBE (Integrated Journal of Business and Economics)","issn_l":"2549-3280","issn":["2549-3280","2549-5933"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4404660607","host_organization_name":"Universitas Bangka Belitung","host_organization_lineage":["https://openalex.org/P4404660607"],"host_organization_lineage_names":["Universitas Bangka Belitung"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Integrated Journal of Business and Economics","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4353076865.pdf","grobid_xml":"https://content.openalex.org/works/W4353076865.grobid-xml"},"referenced_works_count":26,"referenced_works":["https://openalex.org/W1509476718","https://openalex.org/W1573232224","https://openalex.org/W1979000511","https://openalex.org/W2068290711","https://openalex.org/W2466395019","https://openalex.org/W2556002629","https://openalex.org/W2582885524","https://openalex.org/W2601782192","https://openalex.org/W2613633172","https://openalex.org/W2790107577","https://openalex.org/W2799950990","https://openalex.org/W2804140287","https://openalex.org/W2809322016","https://openalex.org/W2883128380","https://openalex.org/W2883567165","https://openalex.org/W2897185867","https://openalex.org/W2901137583","https://openalex.org/W2916987187","https://openalex.org/W2951812501","https://openalex.org/W2953035069","https://openalex.org/W2966577303","https://openalex.org/W2966802772","https://openalex.org/W2979517148","https://openalex.org/W3020763861","https://openalex.org/W3094772225","https://openalex.org/W3211478159"],"related_works":["https://openalex.org/W2989579796","https://openalex.org/W4327608237","https://openalex.org/W7128587540","https://openalex.org/W7217480553","https://openalex.org/W7216765834","https://openalex.org/W4231169899","https://openalex.org/W1508423232","https://openalex.org/W2621166420","https://openalex.org/W3160458728","https://openalex.org/W2889620551"],"abstract_inverted_index":{"This":[0],"research":[1,89],"attempts":[2],"to":[3,33,53,61,84],"examine":[4],"how":[5],"customer":[6,10,13,100,104,106,114,117,125],"relationship":[7,101],"management":[8,102],"and":[9,31,48,70,116],"experience":[11,118],"influence":[12],"satisfaction":[14,126],"in":[15],"Lampung":[16],"Province":[17],"retail":[18],"complexes.":[19],"Data":[20],"was":[21],"taken":[22],"using":[23],"non-random":[24],"sampling":[25,29],"method":[26],"with":[27],"purposive":[28],"technique":[30],"used":[32,52,83],"meet":[34],"the":[35,55,58,64,86],"number":[36],"of":[37,57,72,99],"samples":[38],"as":[39,41],"many":[40],"135":[42],"respondents.":[43],"Validity,":[44],"reliability,":[45,47],"construct":[46],"variance":[49],"extraction":[50],"were":[51,74],"evaluate":[54],"quality":[56],"data.":[59],"Prior":[60],"data":[62],"analysis,":[63],"Liliefors":[65],"normal":[66],"requirements,":[67],"homogeneity,":[68],"linearity,":[69],"significance":[71],"regression":[73],"examined.":[75],"Structural":[76],"Equation":[77],"Modeling":[78],"is":[79,94],"a":[80,95,109,120],"structural":[81],"equation":[82],"analyze":[85],"model.":[87],"The":[88],"findings":[90],"are":[91],"that":[92],"there":[93],"direct":[96,110,121],"positive":[97,111,122],"effect":[98,112,123],"on":[103,113,124],"experience,":[105],"relationships":[107],"have":[108],"satisfaction,":[115],"has":[119]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":6},{"year":2024,"cited_by_count":12},{"year":2023,"cited_by_count":1}],"updated_date":"2026-10-31T12:09:11.096373","created_date":"2023-03-23T00:00:00"}
