A survey on electronic dialogue, risk assessment, customer access, and customers relationship lifetime

Lestari, Puji Tri and Fernando, Yudi and Ikhsan, Ridho Bramulya and Wahyuni-Td, Ika Sari and Prasarry, Yudhita Valen and Mergeresa, Fineke (2022) A survey on electronic dialogue, risk assessment, customer access, and customers relationship lifetime. In: Proceedings of 2022 International Conference on Information Management and Technology, ICIMTech 2022; 7th International Conference on Information Management and Technology, ICIMTech 2022 , 11-12 August 2022 , Semarang. pp. 100-104. (183707). ISBN 978-166545090-4

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Abstract

The customer lifetime relationship has challenged the firms to engage with loyal customers. Typically the relationship has no longer electronic compared to the conventional ones. This study aimed to determine the effect of electronic dialogue and risk assessment on customer access and relationship lifetime. The data were collected electronically and analysed using Structural Equation Modeling (SEM) based on component or variance of Partial Least Square (PLS). We found five hypotheses are accepted. The results prove that electronic dialogue affects customer access. Simultaneously, the findings found that electronic dialogue has significant results on lifetime value. At the same time, risk assessment impacts customer access and relationship lifetime value. The findings contribute to the extent of the electronic dialogue framework on consumer-based research. This research implies that the company needs to increase and monitor the relationship lifetime value frequently. The creative strategy needs to be applied to improve electronic dialogue, risk assessment, and customer access.

Item Type:	Conference or Workshop Item (Lecture)
Additional Information:	Indexed by Scopus
Uncontrolled Keywords:	Customer access; Customer relationship value; Electronic; Risk assessment
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management T Technology > T Technology (General)
Faculty/Division:	Faculty of Industrial Management Institute of Postgraduate Studies
Depositing User:	Mr Muhamad Firdaus Janih@Jaini
Date Deposited:	28 Nov 2023 02:02
Last Modified:	28 Nov 2023 02:02
URI:	http://umpir.ump.edu.my/id/eprint/39404
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