Author(s):
1. HERDIANSYAH:
Information System Management Department, BINUS Graduate Program
Master of Information System Management, Bina Nusantara University Jakarta, Indonesia
2. Ir. TOGAR ALAM NAPITUPULU:
Information System Management Department, BINUS Graduate Program
Master of Information System Management, Bina Nusantara University
Jakarta, Indonesia
Abstract:
The trend of mobile application development is not only focused on the business to consumers (B2C) industry dominated by mobile e-commerce applications. Still, it has also become a trend in the business-to-business (B2B) industrial sector. Several studies show the significant influence of this mobile application on customer loyalty. As a part of the business-to-business (B2B) industry, the third-party accredited laboratory services have the challenge to maintain and manage customer loyalty in today's era of intense competition. Nowadays, the Laboratory Information Management System (LIMS) function is not just testing operational tools from the sample receiving to testing report. More than that, it must have the ability as a customer relationship management tool. Therefore, one of the LIMS optimizations is providing a mobile application version. This study aims to identify the influence of a mobile application-based Laboratory Management Information System on customer loyalty as one of the accredited third-party testing laboratory solutions, primarily to manage customer retention. The study shows that the variable information accessibility and customer engagement of mobile application-based Laboratory Management Information System significantly affect customer loyalty.
Page(s):
1464-1472
DOI:
DOI not available
Published:
Journal: Journal of Theoretical and Applied Information Technology, Volume: 100, Issue: 5, Year: 2022
Keywords:
customer loyalty
,
Mobile application
,
Lims
,
B2b
References:
References are not available for this document.
Citations
Citations are not available for this document.