Customer Relationship Management, Customer Retention, and the Mediating Role of Customer Satisfaction on a Healthcare Mobile Applications

In the midst of the ongoing industrial revolution and significant technological developments, it is important for every industry to apply the latest technologies to increase the company's growth scale in this intense competition. Customer Relationship Management (CRM) is a technology that has been widely used in various industries to increase user intensity in using products and interacting with users. The purpose of this study is to analyse the effectiveness of CRM implementation using health mobile application in Indonesia. The nature of this research is quantitative and the data collected is through questionnaires which are distributed by purposive sampling technique on social media which is focused on respondents who understand CRM technology in the Indonesian region. This study found that the healthcare applications that will implement CRM tend to increase customer satisfaction. In addition, high customer satisfaction is considered to increase user retention and also studies find that the implementation of a CRM system affects customer retention and satisfaction.