Processing, Please wait...

  • Home
  • About Us
  • Search:
  • Advanced Search

Growing Science » International Journal of Data and Network Science » Digital marketing, online trust and online purchase intention of e-commerce customers: Mediating the role of customer relationship management

Journals

  • IJIEC (747)
  • MSL (2643)
  • DSL (668)
  • CCL (508)
  • USCM (1092)
  • ESM (413)
  • AC (562)
  • JPM (271)
  • IJDS (912)
  • JFS (91)
  • HE (32)
  • SCI (26)

IJDS Volumes

    • Volume 1 (8)
      • Issue 1 (5)
      • Issue 2 (3)
    • Volume 2 (12)
      • Issue 1 (3)
      • Issue 2 (3)
      • Issue 3 (3)
      • Issue 4 (3)
    • Volume 3 (27)
      • Issue 1 (4)
      • Issue 2 (9)
      • Issue 3 (8)
      • Issue 4 (6)
    • Volume 4 (37)
      • Issue 1 (6)
      • Issue 2 (15)
      • Issue 3 (7)
      • Issue 4 (9)
    • Volume 5 (86)
      • Issue 1 (9)
      • Issue 2 (11)
      • Issue 3 (32)
      • Issue 4 (34)
    • Volume 6 (163)
      • Issue 1 (30)
      • Issue 2 (33)
      • Issue 3 (40)
      • Issue 4 (60)
    • Volume 7 (200)
      • Issue 1 (53)
      • Issue 2 (46)
      • Issue 3 (46)
      • Issue 4 (55)
    • Volume 8 (243)
      • Issue 1 (60)
      • Issue 2 (61)
      • Issue 3 (60)
      • Issue 4 (62)
    • Volume 9 (96)
      • Issue 1 (20)
      • Issue 2 (6)
      • Issue 3 (30)
      • Issue 4 (40)
    • Volume 10 (40)
      • Issue 1 (40)

Keywords

Supply chain management(166)
Jordan(161)
Vietnam(149)
Customer satisfaction(120)
Performance(113)
Supply chain(110)
Service quality(98)
Competitive advantage(95)
Tehran Stock Exchange(94)
SMEs(87)
optimization(86)
Financial performance(83)
Trust(83)
TOPSIS(83)
Sustainability(81)
Job satisfaction(80)
Factor analysis(78)
Social media(78)
Knowledge Management(77)
Artificial intelligence(77)


» Show all keywords

Authors

Naser Azad(82)
Mohammad Reza Iravani(64)
Zeplin Jiwa Husada Tarigan(63)
Endri Endri(45)
Muhammad Alshurideh(42)
Hotlan Siagian(39)
Jumadil Saputra(36)
Dmaithan Almajali(36)
Muhammad Turki Alshurideh(35)
Barween Al Kurdi(32)
Ahmad Makui(32)
Basrowi Basrowi(31)
Hassan Ghodrati(31)
Mohammad Khodaei Valahzaghard(30)
Sautma Ronni Basana(29)
Shankar Chakraborty(29)
Ni Nyoman Kerti Yasa(29)
Sulieman Ibraheem Shelash Al-Hawary(28)
Prasadja Ricardianto(28)
Haitham M. Alzoubi(27)


» Show all authors

Countries

Iran(2183)
Indonesia(1290)
India(787)
Jordan(786)
Vietnam(504)
Saudi Arabia(453)
Malaysia(441)
United Arab Emirates(220)
China(206)
Thailand(153)
United States(111)
Turkey(106)
Ukraine(104)
Egypt(98)
Canada(92)
Peru(88)
Pakistan(85)
United Kingdom(80)
Morocco(79)
Nigeria(78)


» Show all countries

International Journal of Data and Network Science

ISSN 2561-8156 (Online) - ISSN 2561-8148 (Print)
Quarterly Publication
Volume 6 Issue 3 pp. 935-944 , 2022

Digital marketing, online trust and online purchase intention of e-commerce customers: Mediating the role of customer relationship management Pages 935-944 Right click to download the paper Download PDF

Authors: Mukhlis Yunus, Jumadil Saputra, Zikri Muhammad

DOI: 10.5267/j.ijdns.2022.2.003

Keywords: Digital marketing, Online trust, Online purchase intention, e-commerce customers, Customer relationship management

Abstract: In the digitalization era, e-commerce plays a crucial role in the economy, followed by the internet and smartphone technology. Also, it has a positive effect on humankind. Indonesia has reported the highest e-commerce adoption in the world. However, limited previous studies utilize customer relationship management (CRM) as a mediator in influencing online purchase intention. The present study seeks to analyze the mediating role of CRM in the relationship of digital marketing and online trust on the online purchase intention of e-commerce customers in Banda Aceh city, Aceh province, Indonesia. This study involved all the customers of e-commerce companies in Banda Aceh City. The sample was determined by using a rule of thumb. A total of 150 respondents participated and were collected using purposive sampling. The results indicated that Digital Marketing and Online Trust have a significant positive relationship with CRM. Also, Digital Marketing and CRM have a significant relationship with online purchase intention. Unfortunately, Online trust does not significantly affect online consumer purchase intention. In addition, the CRM mediates the relationship of digital marketing and online trust towards the online purchase intention of e-commerce consumers in Banda Aceh, Aceh Province, Indonesia. This study concludes that CRM plays a role as a mediator in the relationship of the studied variables on the online purchase intention of e-commerce consumers. Also, this study has successfully analyzed the factors that influence online purchase intention and proved the role of CRM.


How to cite this paper
Yunus, M., Saputra, J & Muhammad, Z. (2022). Digital marketing, online trust and online purchase intention of e-commerce customers: Mediating the role of customer relationship management.International Journal of Data and Network Science, 6(3), 935-944.

Refrences
Al-Gasawneh, J. A., AlZubi, K. N., Anuar, M. M., Padlee, S. F., & Saputra, J. (2022). Marketing Performance Sustainability in the Jordanian Hospitality Industry: The Roles of Customer Relationship Management and Service Quality. Sustainability, 14(2), 803.
Al-Gasawneh, J. A., Anuar, M. M., Dacko-Pikiewicz, Z., & Saputra, J. (2021). The impact of customer relationship management dimensions on service quality. Polish Journal of Management Studies, 23.
Bala, M., & Verma, D. (2018). A critical review of digital marketing. M. Bala, D. Verma (2018). A Critical Review of Digital Marketing. International Journal of Management, IT & Engineering, 8(10), 321–339.
Barnes, J. G. (2003). Establishing meaningful customer relationships: why some companies and brands mean more to their customers. Managing Service Quality: An International Journal.
Bellman, S., Potter, R. F., Treleaven-Hassard, S., Robinson, J. A., & Varan, D. (2011). The effectiveness of branded mobile phone apps. Journal of Interactive Marketing, 25(4), 191–200.
Bellman, S., Rask, A., & Varan, D. (2019). How Chipotle used unbranded content to increase purchase intention by changing beliefs about ethical consumption. Journal of Marketing Communications, 25(7), 763–782.
Berman, S. J. (2012). Digital transformation: opportunities to create new business models. Strategy & Leadership.
Burhan, B. (2003). Analisis Data Penelitian Kualitatif: Pemahaman Filosofis dan Metodologis ke Arah Penguasaan Model Aplikasi. Jakarta: Raja Grafindo Persada.
Chaffey, D. (2009). E-business and E-commerce Management: Strategy. Implementation and Practice. Prentice Hall Essex, England.
Chen, S. C., & Dhillon, G. S. (2003). Interpreting dimensions of consumer trust in e-commerce. Information Technology and Management, 4(2), 303–318.
Fombrun, C. J. (1996). Reputation: Realizing Value From the Corporate Image. Boston: Harvard Business School Press. and Mark Shanley (1990)," What’s in a Name? Reputation Building and Corporate Strategy,". Academy of Management Journal, 33, 233–258.
Forte, T. (2001). Shopping in Jenin: women, homes and political persons in the Galilee. City & Society, 13(2), 211–243.
Foster, B., Saputra, J., & Grabowska, M. (2020). Communication strategy planning in influencing the intention to visit: An implication to marketing management. Polish Journal of Management Studies, 22.
Ge, X., Messinger, P. R., & Li, J. (2009). Influence of soldout products on consumer choice. Journal of Retailing, 85(3), 274–287.
Gefen, D. (2002). Reflections on the dimensions of trust and trustworthiness among online consumers. ACM SIGMIS Database: The DATABASE for Advances in Information Systems, 33(3), 38–53.
Gefen, D., & Straub, D. W. (2004). Consumer trust in B2C e-Commerce and the importance of social presence: experiments in e-Products and e-Services. Omega, 32(6), 407–424.
Ghahremani-Nahr, J., & Nozari, H. (2021). A Survey for Investigating Key Performance Indicators in Digital Marketing. International Journal of Innovation in Marketing Elements, 1(1), 1–6.
Gittell, J. H. (2002). Relationships between service providers and their impact on customers. Journal of Service Research, 4(4), 299–311.
Global Web Index. (2019). Digital 2019 Spotlight: Ecommerce in Indonesia. Retrieved from https://datareportal.com/reports/digital-2019-ecommerce-in-indonesia
Gunasekaran, A., Marri, H. B., McGaughey, R. E., & Nebhwani, M. D. (2002). E-commerce and its impact on operations management. International Journal of Production Economics, 75(1–2), 185–197.
Guven, H. (2020). Industry 4.0 and Marketing 4.0: In Perspective of Digitalization and E-Commerce. In Agile Business Leadership Methods for Industry 4.0. Emerald Publishing Limited.
Hair, J. F., Gabriel, M., & Patel, V. (2014). AMOS covariance-based structural equation modeling (CB-SEM): Guidelines on its application as a marketing research tool. Brazilian Journal of Marketing, 13(2).
Harefa, E. (2021). The Development of the Internet in Online Business in Indonesia’s Sale Stock. Available at SSRN 3816669.
Hartmann, P., & Apaolaza-Ibáñez, V. (2012). Consumer attitude and purchase intention toward green energy brands: The roles of psychological benefits and environmental concern. Journal of Business Research, 65(9), 1254–1263.
Hays, S., Page, S. J., & Buhalis, D. (2013). Social media as a destination marketing tool: its use by national tourism organisations. Current Issues in Tourism, 16(3), 211–239.
Ibrahim, B., Aljarah, A., & Sawaftah, D. (2021). Linking social media marketing activities to revisit intention through brand trust and brand loyalty on the coffee shop facebook pages: Exploring sequential mediation mechanism. Sustainability, 13(4), 2277.
Ilić, D., Ostojić, S., & Damnjanović, N. (2014). The importance of marketing innovation in new economy. The European Journal of Applied Economics, 11(1).
Kim, M., & Lennon, S. (2008). The effects of visual and verbal information on attitudes and purchase intentions in internet shopping. Psychology & Marketing, 25(2), 146–178.
Kim, Y. A., & Srivastava, J. (2007). Impact of social influence in e-commerce decision making. In Proceedings of the ninth international conference on Electronic commerce (pp. 293–302).
Kotler, P., & Armstrong, G. (2008). Principle of Marketing. New Jersey (US). Pearson Prentice-Hall. Inc.
Kotler, P., Kartajaya, H., & Setiawan, I. (2019). Marketing 3.0: From products to customers to the human spirit. In Marketing wisdom (pp. 139–156). Springer.
Kotler, P., & Keller, K. L. (2016). Marketing Managemen 15 Th Edition Pearson Education. Inc.
Lee, S. M., & Lee, D. (2020). “Untact”: a new customer service strategy in the digital age. Service Business, 14(1), 1–22.
Liu, M., Zhang, Q., Gao, S., & Huang, J. (2020). The spatial aggregation of rural e-commerce in China: An empirical investigation into Taobao Villages. Journal of Rural Studies, 80, 403–417.
Lu, Y., Zhao, L., & Wang, B. (2010). From virtual community members to C2C e-commerce buyers: Trust in virtual communities and its effect on consumers’ purchase intention. Electronic Commerce Research and Applications, 9(4), 346–360.
Mainieri, T., Barnett, E. G., Valdero, T. R., Unipan, J. B., & Oskamp, S. (1997). Green buying: The influence of environmental concern on consumer behavior. The Journal of Social Psychology, 137(2), 189–204.
Marlinda, L., Rusiyati, S., Adi, W. T., & Komarudin, R. (2018). Selection of factors affecting women’s loyalty in buying goods in Indonesian e-marketplaces using the profile machine method. J. Theor. Appl. Inf. Technol., 97(8), 2166–2178.
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 20(3), 709–734.
McCroskey, L. L., McCroskey, J. C., & Richmond, V. P. (2006). Analysis and improvement of the measurement of interpersonal attraction and homophily. Communication Quarterly, 54(1), 1–31.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38.
Nahar, P., & Dhaka, V. P. (2014). A Review-: Benefits and Critical Factors of Customer Relationship Management. Global Journal of Computer Science and Technology.
Nair, K. S. (2017). Impact of e-commerce on global business and opportunities-A Conceptual Study. International Journal of Advanced Engineering and Management Research, 2(2), 324–336.
Niranjanamurthy, M., Kavyashree, N., Jagannath, S., & Chahar, D. (2013). Analysis of e-commerce and m-commerce: advantages, limitations and security issues. International Journal of Advanced Research in Computer and Communication Engineering, 2(6), 2360–2370.
Orth, U. R., & Wirtz, J. (2014). Consumer processing of interior service environments: The interplay among visual complexity, processing fluency, and attractiveness. Journal of Service Research, 17(3), 296–309.
Park, D.-H., Lee, J., & Han, I. (2007). The effect of on-line consumer reviews on consumer purchasing intention: The moderating role of involvement. International Journal of Electronic Commerce, 11(4), 125–148.
Raharja, S. J., Kostini, N., Muhyi, H. A., & Rivani. (2019). Utilisation analysis and increasing strategy: e-commerce use of SMEs in Bandung, Indonesia. International Journal of Trade and Global Markets, 12(3–4), 287–299.
Rasidin, M., Sidqi, I., & Witro, D. (2020). Drop shipping in Islamic economic law perspective: E-commerce study inter marketplace drop ship in the industrial revolution era 4.0. Nurani: Jurnal Kajian Syari’ah Dan Masyarakat, 20(1), 97–106.
Ratković, M. C., Krasulja, N. D., & Garača, N. (2013). Customer relationship management strategy as an opportunity for improving the modern marketing concept. Kultura, (139), 381–395.
Schiffman, L. G., & Kanuk, L. L. (1987). Consumer behavior (3rd Eds.). Englewood Cliffs, NJ: Prentice-Hall.
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value and loyalty in relational exchanges. Journal of Marketing, 66, 15–37.
Siregar, M. R., Siregar, M. I., Saputra, J., Muzammil, A., & Muhammad, Z. (2021). The Mediating Role of Service Quality, Tourists’ Satisfaction and Destination Trust in the Relationship between Destination Image and Tourist Revisiting Intention. Journal of Environmental Management & Tourism, 12(6 (54)), 1603–1616.
Smith, A. D., & Rupp, W. T. (2003). Strategic online customer decision making: leveraging the transformational power of the Internet. Online Information Review.
Soedarto, T., Kurniawan, G. S. A., & Sunarsono, R. J. (2019). The parceling of loyalty: brand quality, brand affect, and brand trust effect on attitudinal loyalty and behavioral loyalty. Academy of Strategic Management Journal, 18(1), 1–15.
Sorescu, A., Frambach, R. T., Singh, J., Rangaswamy, A., & Bridges, C. (2011). Innovations in retail business models. Journal of Retailing, 87, S3–S16.
Sudiatmika, I. M. A., & Purwanti, P. A. P. (2020). The effect of Fintech transactions, e-commerce, and human resources quality on the competitiveness of small medium apparel industries in Denpasar City. American Journal of Humanities and Social Sciences Research (AJHSSR), 4(3), 184–192.
Sugiyono, M. (2008). Penelitian Kuantitatif Kualitatif dan R&D. Bandung: Alfabeta.
Syamruddin, P., Saputra, J., & Rialmi, Z. (2021). A qualitative study of e-commerce growth during Corona virus disease (COVID-19) pandemic in Indonesia. In 11th Annual International Conference on Industrial Engineering and Operations Management, IEOM 2021 (pp. 3208–3216).
Taiminen, H. M., & Karjaluoto, H. (2015). The usage of digital marketing channels in SMEs. Journal of Small Business and Enterprise Development.
Tiago, M. T. P. M. B., & Veríssimo, J. M. C. (2014). Digital marketing and social media: Why bother? Business Horizons, 57(6), 703–708.
Urban, G. L., Sultan, F., & Qualls, W. J. (2000). Placing trust at the center of your Internet strategy. Sloan Management Review, 42(1), 39–48.
Utami, S. (2015). The influence of customers’ trust on customer loyalty. International Journal of Economics, Commerce and Management, 3(7), 638–653.
Vasiliu, D. M. (2013). Approach to Customer Relationship Management (CRM)-the new key sales success. The USV Annals of Economics and Public Administration, 12(1 (15)), 144–153.
Velnampy, T., & Sivesan, S. (2012). Customer relationship marketing and customer satisfaction: A study on mobile service providing companies in Srilanka. Global Journal of Management and Business Research, 12(18), 318–324.
Wang, R. J.-H., Malthouse, E. C., & Krishnamurthi, L. (2015). On the go: How mobile shopping affects customer purchase behavior. Journal of Retailing, 91(2), 217–234.
Wei, Y. D., Lin, J., & Zhang, L. (2020). E-commerce, taobao villages and regional development in China. Geographical Review, 110(3), 380–405.
Weill, P., & Woerner, S. L. (2015). Thriving in an increasingly digital ecosystem. MIT Sloan Management Review, 56(4), 27.
Wellman, B. (2004). Connecting communities: On and offline. Contexts, 3(4), 22–28.
Whiting, A., & Williams, D. (2013). Why people use social media: a uses and gratifications approach. Qualitative Market Research: An International Journal.
Williams, N. L., Inversini, A., Buhalis, D., & Ferdinand, N. (2015). Community crosstalk: an exploratory analysis of destination and festival eWOM on Twitter. Journal of Marketing Management, 31(9–10), 1113–1140.
Wilson, S. G., & Abel, I. (2002). So you want to get involved in e-commerce. Industrial Marketing Management, 31(2), 85–94.
Winer, R. S. (2001). A framework for customer relationship management. California Management Review, 43(4), 89–105.
Yasmin, A., Tasneem, S., & Fatema, K. (2015). Effectiveness of digital marketing in the challenging age: An empirical study. International Journal of Management Science and Business Administration, 1(5), 69–80.
  • 68
  • 1
  • 2
  • 3
  • 4
  • 5

Journal: International Journal of Data and Network Science | Year: 2022 | Volume: 6 | Issue: 3 | Views: 8250 | Reviews: 0

Related Articles:
  • How much media marketing and brand image reinforce ecommerce consumer loyal ...
  • Consumer loyalty of Indonesia e-commerce SMEs: The role of social media mar ...
  • How to build consumer trust towards e-satisfaction in e-commerce sites in t ...
  • Investigating the effect of Electronic Word Of Mouth on customer’s purchase ...
  • Prioritizing the client trust factors in electronic banking using analytic ...

Add Reviews

Name:*
E-Mail:
Review:
Bold Italic Underline Strike | Align left Center Align right | Insert smilies Insert link URLInsert protected URL Select color | Add Hidden Text Insert Quote Convert selected text from selection to Cyrillic (Russian) alphabet Insert spoiler
winkwinkedsmileam
belayfeelfellowlaughing
lollovenorecourse
requestsadtonguewassat
cryingwhatbullyangry
Security Code: *
Include security image CAPCHA.
Refresh Code

® 2010-2026 GrowingScience.Com