Involvement Willingness as Mediation Variable of The Influence of Customer Relationship Management on Social Customer Relationship Management

DOI

10.2991/icebef-18.2019.161How to use a DOI?

Keywords

customer relationship management; involvement wilingness; social customer relationship management

Abstract

The purpose of this research is to find out the influence of customer relationship management on social customer relationship management; to find out the influence of customer relationship management on involvement willingness; to find out the influence of involvement willingness on social customer relationship management; to find out the role of involvement willingness in mediating the influence of customer relationship management on social customer relationship management. This research is categorized as explanatory research. The population used is bachelor degree students (S1) of five faculties at Budi Luhur University Jakarta who are at least already on their 4th semester. Data are gathered using questionnaire which reliability and validity are tested for 30 respondents. The research sampling is using purposive sampling with 110 respondents in total. Data are analyzed using Structure Equation Modeling (SEM) which consists of measurement model and structural model of Partial Least Square (PLS). Based on the research result, it can be concluded that customer relationship management influences social customer relationship management, customer relationship management influences involvement willingness, involvement willingness influences social customer relationship management, and involvement willingness does not mediate the influence of customer relationship management on social customer relationship management.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Wendi Usino
AU  - Dewi Murtiningsih
PY  - 2019/05
DA  - 2019/05
TI  - Involvement Willingness as Mediation Variable of The Influence of Customer Relationship Management on Social Customer Relationship Management
BT  - Proceedings of the 1st International Conference on Economics, Business, Entrepreneurship, and Finance (ICEBEF 2018)
PB  - Atlantis Press
SP  - 769
EP  - 773
SN  - 2352-5428
UR  - https://doi.org/10.2991/icebef-18.2019.161
DO  - 10.2991/icebef-18.2019.161
ID  - Usino2019/05
ER  -