Managerial Implication definition
Managerial Implication. This study has an impact on practical implications and new views in the practice of e-commerce, especially in the online transportation industry. The confirmed causality here can at least help managers to understand the predictors of e- satisfaction and customer e-loyalty. The results show that e-CRM predictors and e-service quality play a vital role in the application-based online transportation industry mobile. Based on these results, The Gojek management can focus on improving the quality of services both before customers buy, are buying, and after doing because customer experience in perceiving Gojek is the key to winning the competition and continuing to maintain brand differentiation in the market. That way, customers will reach a high level of loyalty, where they will make repeat purchases and recommend brands to their friends or family. Theoretical Implication: The findings of this study are also expected to enrich theoretical studies on e-commerce, especially application-based transportation, by contributing new thinking to the academic world. The finding of significance and insignificance of exogenous constructs towards endogenous can be used as the basis for further research. However, even though it has been implemented according to the principles of the quantitative approach, this study cannot be separated from several limitations. First, the e-CRM construct cannot directly create e-loyalty for transportation customers online Gojek, where irrelevant results are found between the two constructs. Further research can add control variables (age, gender, and income) in the primary data analysis process. Second, the scope of the research sample is considered not sufficient to
Managerial Implication. This study has an impact on practical implications and new views in the practice of e-commerce, especially in the online transportation industry. The con rmed causality here can at least help managers to understand the predictors of e-satisfaction and customer e- loyalty. The results show that e-CRM predictors and e-service quality play a vital role in the application-based online transportation industry mobile. Based on these results, The Gojek management can focus on improving the quality of services both before customers buy, are buying, and after doing because 111 customers will reach a high level of loyalty, where they will make repeat purchases and recommend brands to their friends or family. Theoretical Implication: The ndings of this study are also expected to enrich theoretical studies on e-commerce, especially application-based transportation, by contributing new thinking to the academic world. The nding of signi cance and insigni cance of exogenous constructs towards 103 104 117 though it has been implemented according to the principles of the quantitative approach, this study cannot be separated from several limitations. First, the e- CRM construct cannot directly create e-loyalty for transportation customers online Gojek, where irrelevant results are found between the two constructs. 114 115 118 Further research can add control variables (age, gender, and income) in the primary data analysis process. Second, the scope of the research sample is 107 considered not suf cient to represent the respondents (Gojek customers) as a 112 113 116 whole, and this affects the justi cation of Gojek services. Given the concept of e-commerce is so broad and involves multidisciplinary sciences, then future research can explore or collaborate with other variables to get a more comprehensive understanding, especially e-commerce based mobile 108