![]() However, the mere existence of an IS in a company is not enough. Existing research has shown that IT/IS play a crucial role throughout the execution of the CRM activities. Due to the complex and changing business environment customers are becoming more and more demanding and less loyal to their current brands. Sales Funnel Management (SFM) as a part of the Customer Relationship Management (CRM) is of great importance in the automotive industry when the companies want to attract new customers and retain the existing ones. ![]() The implication for BukuWarung is to conduct usability testing on each feature. User retention indicators affected by usability are increasing purchases as tenure grows, customer referrals, and premium prices. However, the size of influence and relative influence is weak on user retention. This study proves that Effectiveness, Efficiency, and Satisfaction have a positive and significant effect of up to 74.8% on user retention. According to the measurement model, 7 of 22 all variables were deleted. The research uses CSUQ, as well as questions for user retention. ![]() The total of 248 user samples was obtained using simple random sampling and voluntary response techniques. This study used a partial least square–structural equation model method. This condition motivates the author to assess the impact level of usability in aspects of Effectiveness, Efficiency, and Satisfaction on user retention. As the features developed, there were disappointed responses from Playstore reviews, social media, and research interviews who complained about the usability aspect of this application, thus triggering the desire for users to stop using the application. BukuWarung has been known as a MSME’s bookkeeping application in Indonesia.
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