https://advancesinresearch.id/index.php/ABIM/issue/feed 2026-04-14T00:00:00+07:00 Chief Editor editor@advancesinresearch.id Open Journal Systems <p style="text-align: justify;">Advances in Business &amp; Industrial Marketing Research is a double-anonymous peer-reviewed journal published by the Yayasan Pendidikan Bukhari Dwi Muslim. Published three times a year, in January, May, and September, with E-ISSN <a href="https://issn.brin.go.id/terbit/detail/20230131071649827">2985-7589</a>. This journal engages in a double-anonymous peer review process, which strives to match the expertise of a reviewer with the submitted manuscript. The submitted manuscript is first reviewed by an <a href="https://advancesinresearch.id/index.php/ABIM/Editorial_Team">editor</a>. It will be evaluated in the office, whether it is suitable for Advances in Business &amp; Industrial Marketing Research <a href="https://advancesinresearch.id/index.php/ABIM/Aims_Scope">aims and scope</a> or has a major methodological flaw and similarity score by using <a href="https://www.turnitin.com/">Turnitin</a>, the minimum number and age of <a href="https://apastyle.apa.org/instructional-aids/reference-examples.pdf">references</a> that we require, <a href="https://docs.google.com/document/d/1qI1t3jK12YyipiWJjNdwJM5lwJL9Ri6K/edit?usp=sharing&amp;ouid=116465442174740758191&amp;rtpof=true&amp;sd=true">template</a> suitability. The manuscript will be sent to at least two anonymous reviewers (<a href="https://advancesinresearch.id/index.php/ABIM/Peer_Reviewer_Models">Double Blind Review</a>). <a href="https://advancesinresearch.id/index.php/ABIM/Reviewers">Reviewers</a>' comments are then sent to the corresponding author by the editor for necessary actions and responses. The suggested decision will be evaluated in an editorial board meeting. Afterwards, the editor will send the final decision to the corresponding author. All articles published in Advances in Business &amp; Industrial Marketing Research are published <a href="https://www.openaccess.nl/en/about-open-access/what-is-open-access">Open Access</a> under a <a href="https://creativecommons.org/licenses/by/4.0/" target="_blank" rel="noopener">CC BY 4.0 license.</a></p> https://advancesinresearch.id/index.php/ABIM/article/view/752 2026-04-13T19:54:54+07:00 Bunga Hidayatul Aini bungahidayatul01@gmail.com M. Ikhwan Mansyuri m.ikhwanmansyuri@stieyapisdompu.ac.id Risca Ariska Ramadhan riscaariskaramadhan@stieyapisdompu.ac.id

<p><strong>Purpose:</strong> To analyze the impact of Customer Relationship Management (CRM) strategies—including service personalization, two-way communication, and after-sales service—on customer loyalty in the e-commerce industry. The study's hypothesis posits that these three strategies positively impact the development of customer loyalty.</p> <p><strong>Research Method:</strong> A quantitative approach focusing on transaction activity on e-commerce platforms. The population consisted of all active customers, from which a sample of 97 respondents was selected using Cochran’s formula. Primary data collection was conducted using a 5-point Likert-scale questionnaire supported by triangulation techniques, including observation, documentation, and semi-structured interviews. The data were then analyzed using multiple linear regression in SPSS version 21.</p> <p><strong>Results and Discussion:</strong> The test results confirm that all hypotheses are accepted. Service Personalization, Two-Way Communication, and After-Sales Service have a positive and significant effect on Customer Loyalty, both individually and collectively. After-Sales Service is identified as the variable with the most dominant influence on loyalty. Overall, the integration of these three CRM dimensions accounts for 49.6% of the variance in customer loyalty on the e-commerce platform.</p> <p><strong>Implications:</strong> These findings have practical implications for companies and e-commerce platforms, suggesting that they should not focus solely on the pre-purchase experience but must also integrate high-quality post-purchase services to prevent customers from switching to competitors.</p>

2026-04-14T00:00:00+07:00 Copyright (c) 2026 Bunga Hidayatul Aini, M. Ikhwan Mansyuri, Risca Ariska Ramadhan