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首页> 外文期刊>Procedia Computer Science >Customer Loyalty in Collaborative Consumption Model: Empirical Study of CRM for Product-Service System-Based e-Commerce in Indonesia
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Customer Loyalty in Collaborative Consumption Model: Empirical Study of CRM for Product-Service System-Based e-Commerce in Indonesia

机译：协同消费模型中的客户忠诚度：基于产品服务系统的印度尼西亚CRM CRM的实证研究

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摘要

Collaborative consumption has been changing how the people consume products in recent years. The economy model has been adapted by rising Start-Ups and enables lower-income consumers to remove the cost barrier by using access-based consumption. However, up until now the research and empirical study about collaborative consumption practice in a developing country with lower-income consumers compared to developed country is very limited. In this paper, we will explore one of the systems of the collaborative consumption, product-service system in term of customer loyalty by using data from babyloania.com, a Start-Up that using this model. We use multiple regression method with 266 transaction data from customers who have already made at least twice transaction and joined as members for at least 4 months to predict the customer lifetime value and check the significance of its antecedents. In our findings, initial perceived value of saving benefit, initial recency, and initial monetary value have significant effect to customer loyalty measured by transaction frequency and customer lifetime value.
机译：近年来，协作式消费一直在改变人们的消费方式。新增加的初创企业适应了经济模式，使低收入消费者可以通过使用基于访问的消费来消除成本障碍。但是，到目前为止，与发展中国家相比，低收入消费者的发展中国家中有关协同消费实践的研究和实证研究非常有限。在本文中，我们将通过使用babyloania.com的数据（这是一个使用该模型的初创公司）来探索一种基于客户忠诚度的协作性消费产品服务系统。我们使用多重回归方法，对来自至少已经进行过两次交易并以成员身份加入至少4个月的客户的266笔交易数据进行预测，以预测客户的生命周期价值并检查其前因的重要性。在我们的调查结果中，储蓄利益的初始感知价值，初始新近度和初始货币价值对以交易频率和客户生命周期价值衡量的客户忠诚度具有重大影响。

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