The Role of E–Supply Chain Management, E–Service Quality and E–Customer Relationship Management on Customer Satisfaction of Defense Industries

I Putu Yogi Arsana; Dwi Soediantono; Siswanto Siswanto; Aris Setyo Radyawanto

doi:10.26858/pdr.v5i2.31638

The Role of E–Supply Chain Management, E–Service Quality and E–Customer Relationship Management on Customer Satisfaction of Defense Industries

I Putu Yogi Arsana^(1*), Dwi Soediantono⁽²⁾, Siswanto Siswanto⁽³⁾, Aris Setyo Radyawanto⁽⁴⁾,

(1) Sekolah Staf dan Komando TNI Angkatan Laut
(2) Sekolah Staf dan Komando TNI Angkatan Laut
(3) Sekolah Staf dan Komando TNI Angkatan Laut
(4) Sekolah Staf dan Komando TNI Angkatan Laut
(*) Corresponding Author

DOI: https://doi.org/10.26858/pdr.v5i2.31638

Abstract

The purpose of this study was to determine the satisfaction of defense industries consumers, using the variables E - Service Quality, E - Supply Chain Management and E - Customer Relationship Management. The method used is descriptive quantitative research with a sample of 250 defense industries respondents. Data analysis using Structural Equation Modeling (SEM) with data processing tools SmartPLS 3.3.3. The results of the research show that simultaneously E - Service Quality, E - Supply Chain Management, and E - CRM have a significant effect on defense industries consumer satisfaction. It can be said that simultaneously E - Service Quality, E - Supply Chain Management, and E - CRM have a significant effect on customer satisfaction.

Keywords

E – Supply Chain Management; E – CRM, Defense industries; E – Service Quality; Consumer Satisfaction; defense industries

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