Qualitative Study on e-CRM for Affluent Customer Retention in Indonesian State-Owned Banks

A 2026 qualitative study by Henry Ernawan, analyzing the role of electronic Customer Relationship Management (e-CRM) in retaining affluent customers at Indonesian state-owned banks. The research uses a descriptive approach with data collected through observation and literature review. The dataset comprises a 3.2 MB document in DOCX and PDF formats.

Use Cases

• Analyzing qualitative findings on e-CRM implementation based on the descriptive research approach mentioned.
• Studying relational marketing strategies in the banking sector based on the described focus on customer retention.
• Investigating technology adoption for managing affluent customer segments based on the described target demographic.

Strengths

• Dataset is openly licensed under CC-BY-4.0.
• The description provides a specific research context focusing on Indonesian state-owned banks and affluent customers.
• Last updated on 2026-04-12, indicating recent availability.

Limitations

• Dataset is small at 3.2 MB, suggesting limited primary data volume.
• Row count and column-level documentation are absent; field semantics must be inferred after download.
• Data appears to be qualitative research findings, not structured quantitative data.

Provenance

Source

Henry Ernawan via figshare

Collection Method

Qualitative research method with a descriptive approach, using observation and literature review.

Freshness

Last updated 2026-04-12 04:45:24

Geography

Indonesia