International Journal of Research in Science and Technology http://www.ijrst.com (IJRST) 2022, Vol. No. 12, Issue No. III, Jul-Sep e-ISSN: 2249-0604, p-ISSN: 2454-180X 27 INTERNATIONAL JOURNAL OF RESEARCH IN SCIENCE AND TECHNOLOGY Analysis of Product Quality, E-Marketing and Electronic Customer Relationship Management for Customer Loyalty (Study of Telkomsel Prepaid Card Users in Central Jakarta) 1 Juwita Nasruddin Dr. Dendi Anggi Gumilang, S.E., M.M. Magister Manajemen, FEB – Universitas Mercu Buana DOI:10.37648/ijrst.v12i03.006 Received: 20 August 2022; Accepted: 26 September 2022; Published: 02 October 2022 ABSTRACT This study was used to determine the impact of product quality, e-marketing, and electronic customer relationship management on customer loyalty. The subject of this study focuses on Telkomsel prepaid card users in Central Jakarta. The data collection method was carried out by distributing the survey.to 140 respondents. This study uses a multiple linear regression method with a coefficient of determination to show how much influence there is between variables. The results show that product quality, e-marketing, and electronic customer relationship management have had significant effects at the same time or together.(sig. 0.000<0.05) Abou customer loyalty for Telkomsel prepaid card users in Central Jakarta. Keywords: Product Quality, eMarketing, eCustomer Relationship Management, Customer Loyalty INTRODUCTION Research Background Today we know that the existence of the Internet has become a fundamental need for all of us. The Internet can be used for a variety of purposes, from information retrieval to communication, socializing, entertainment, and even supporting day-to- day operations. According to Kemp (2020) of Digital's 2020 Global Overview Report. Currently, more than 4.5 billion people are using the Internet and more than 3.8 billionare social media users. Almost 60% of the world's population is already online, and current trends suggest that more than half of the world's population will use social media by mid- 2020. In addition, according to a survey conducted on June 225, 2020, there are 7,000 respondents in almost all regions of Indonesia, according to the Indonesian Internet Service Providers Association (APJII). According to the APJII Internet Survey Report for the second quarter of 2020, Indonesia's Internet penetration ratehas reached 73.7%, or 196.71 million. With such a large market share, it's certainly not surprising that ISPs compete to improve service performance in addition to retaining and attracting new customers. Based on nPerf's 2019 Internet ServicesTest Report "Barometer of IndonesianMobile Internet Connections". Telkomsel isstill the defensive champion, with the title of mobile operator with the best overall performance, followed by Tri Indonesia, XLAxiata, IN3 Ooredoo and Smartfren. 1 1 How to cite the article: Nasruddin J., Gumilang D.A, Analysis of Product Quality, E-Marketing and Electronic Customer Relationship Management for Customer Loyalty (Study of Telkomsel Prepaid Card Users in Central Jakarta), IJRST, Jul-Sep 2022, Vol 12, Issue 3, 27-35, DOI: http://doi.org/10.37648/ijrst.v12i03.006