The Influence of Customer Relationship Management and Customer Value on OVO E-Wallet User Loyalty
Dublin Core
Title
The Influence of Customer Relationship Management and Customer Value on OVO E-Wallet User Loyalty
Creator
Tri Yulistyawati Evelina, Herlina Puji Ayu Syasabila
Proceedings Item Type Metadata
meta_title
The Influence of Customer Relationship Management and Customer Value on OVO E-Wallet User Loyalty
Abstract/Description
The Fintech industry has developed rapidly in Indonesia, especially in digital wallets or e-wallets. The research aims to explore the influence of Customer Relationship Management and Customer Value on loyalty OVO e-wallet users. Research This is explanatory research that explains the connection between research variables. OVO e-wallet users are the population in the study. Research sample as many as 100 users active e-wallet OVO. Technique taking is a purposive sample where respondents are selected as the ones that have been using the OVO e-wallet at least twice. Data was collected through an online questionnaire designed to measure the variables studied. Data analysis method using descriptive statistics with the tool SPSS help. Research This was conducted in the period October 2024 to July 2025. The results of the study show in a way partial customer relationship management has an effect positive and significant to loyalty to OVO e-wallet users. Customer value also has influence positive and significant to loyalty users. Simultaneously, customer relationship management and customer value together are influential and significant to loyalty OVO e-wallet users. Findings This is in line with the study previously stated that CRM and value customers are factors important in forming consumer loyalty.
publication_date
2025/06/15
pdf_url
https://insyma.org/proceedings/files/articles/Tri_Yulistyawati_Evelina.pdf
abstract_html_url
https://insyma.org/proceedings/items/show/433
keywords
Customer Relationship Management, Customer Value, Loyalty, E-wallet.
firstpage
738
lastpage
742
issn
3047-857X
conference
Proceedings of the International Symposium on Management (INSYMA)
Volume
22
publisher_name
Fakultas Bisnis dan Ekonomika, Universitas Surabaya
no article
122
Files
Citation
Tri Yulistyawati Evelina, Herlina Puji Ayu Syasabila, “The Influence of Customer Relationship Management and Customer Value on OVO E-Wallet User Loyalty,” Proceedings of the International Symposium on Management (INSYMA), accessed July 1, 2025, https://insyma.org/proceedings/items/show/433.