The Quality of Customer Relationships in Different Clusters of Italian Banks: Evidence and Implications

2017 ◽  
pp. 858-862
Author(s):  
Mauro Cavallone ◽  
Michele Modina
Keyword(s):  
Customer Relationships

scholarly journals Pengaruh e-CRM terhadap Kualitas Hubungan dan Hasil dengan Atribut Layanan dan Pemulihan Layanan sebagai Variabel Mediasi

2021 ◽  
Vol 9 (1) ◽  
pp. 129
Author(s):  
Rini Apriyanti ◽  
Fatchur Rohman ◽  
Nur Khusniyah Indrawati
Keyword(s):  
Relationship Quality ◽  
Online Survey ◽  
Service Recovery ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Survey Method ◽  
Quality And Outcomes ◽  
The Relationship ◽  
Service Attribute

This research is expected to find out more about the effect of e-Customer Relationship Management (e-CRM) on relationship quality and outcomes by using service attributes and service recovery as a mediating variable for customers of PT BCA Tbk, The Main Branch of Malang. This study uses a quantitative approach by explanatory research. An online survey method which was conducted on 132 priority customer of PT BCA Tbk The Main Branch of Malang. The analytical method uses SEM-PLS. This research shows that the quality of the relationship results is significantly influenced by e-CRM, and is also significantly and directly influenced by service attributes and service recovery. Each service attributes and service recovery were found to act as mediators in this study, namely partially mediating e-CRM on relationship quality and results. The results also convey that e-CRM can directly and significantly influence each service attribute and service recovery. It's miles hoped this research can assist practitioners in improving the relationship quality and outcomes of the company and customer relationships with e-CRM, through service attributes and service recovery.

scholarly journals Business model innovation of Qingdao Youzhu Decoration Company

2020 ◽  
Vol 214 ◽  
pp. 02046
Author(s):  
Liu Haibing ◽  
Kan Yuyue
Keyword(s):  
Business Model ◽  
Business Model Innovation ◽  
Customer Segmentation ◽  
Cost Structure ◽  
Customer Relationships ◽  
Value Proposition ◽  
Business Model Canvas ◽  
Revenue Sources ◽  
Home Decoration

There are many problems in home decoration industry, such as imperfect industry system, lack of integrity of enterprises, low quality of construction personnel, etc. However, Qingdao Youzhu Home Decoration Co., Ltd. has achieved rapid growth with the innovation of business model. Therefore, based on Qingdao Youzhu Home Decoration Co., Ltd., this paper attempts to analyze the company’s business model innovation. The conclusion shows that the company’s business model canvas includes nine modules of important partners, value proposition, key business, core resources, customer segmentation, customer relationships, Channel access, revenue sources and cost structure, and each module plays an important role.

Customer Perceptions on Service Satisfaction with Third Party Logistics (3PL) Service

2012 ◽  
Vol 3 (4) ◽  
pp. 33-47 ◽  
Author(s):  
Socrates J. Moschuris ◽  
George F. Velis
Keyword(s):  
Call Center ◽  
Service Industry ◽  
Core Competencies ◽  
Customer Relationships ◽  
Third Party ◽  
Quality Of Services ◽  
Third Party Logistics ◽  
Profound Impact ◽  
Customer Perceptions

Today, more firms are focusing on core competencies and turning to external specialists (Third Party Logistics – 3PLs) for sophisticated logistics solutions. The 3PL service industry is characterized by customer relationships that can extend over several years, involving multiple instances of service delivery. Customers’ satisfaction level has a profound impact on attracting new customers and customer retention. This research investigates customer perceptions regarding the service offered by a medium-sized 3PL operating in Greece. Results indicate that customers are satisfied with the outfit of personnel, adequacy of knowledge, speed of service, quality of services offered, and politeness of personnel at the point of sales as well as during the delivery. The major problem stated by the respondents was the long hold on time at the call center, which causes intensity and confusion among the customers.

scholarly journals Evaluating the Impact of Customer Relationship Management (CRM) Strategies on Customer Retention (A Study of Fast Food Chains in Pakistan)

2020 ◽  
Vol 11 (2) ◽  
pp. 117
Author(s):  
Rao Tahir Anees ◽  
Nordiana Ahmad Nordin ◽  
Temoor Anjum ◽  
Luigi Pio Leonardo Cavaliere ◽  
Petra Heidler
Keyword(s):  
Fast Food ◽  
Customer Orientation ◽  
Survey Methods ◽  
Customer Retention ◽  
Total Sample ◽  
Customer Relationships ◽  
Customer Relationship ◽  
The Impact ◽  
A Company

Customer focus is a concept that academics and professionals have been discussing in recent years. These are deeply ingrained ideas and standards that make customer relationships a top priority within the organization. The main objective of this research is to determine the impact of the CRM strategy on customer retention. The total sample of this study is 220, and the questionnaire includes 15 items. This research is based on exploratory and quantitative nature. Use survey methods to collect data from respondents through questionnaires. Calculate SmartPLS-SEM-3.0 to study the hypothesis of this investigation. The findings of this research show that Customer Orientation and Service Quality have an impact on Customer Retention. Additionally, the sale of a company can increases if they are maintaining the quality of the food, and there will be significantly less Customer Retention.

scholarly journals E-Service Quality Hotel Pangeran Pekanbaru Pada Website Traveloka

2021 ◽  
pp. 174
Author(s):  
Ervina Wardiyanti ◽  
Intan Purwandani
Keyword(s):  
Service Quality ◽  
Minority Group ◽  
Customer Relationships ◽  
Average Score ◽  
Online Questionnaire ◽  
Travel Agent ◽  
Electronic Service ◽  
Online Reservation ◽  
Online Travel

Hotel Pangeran Pekanbaru is a 4-star hotel in Pekanbaru City which uses several Online Travel Agent (OTA) companies as online reservation media, with one of the highest reservation comes from Traveloka. The purpose of this study is to assess the electronic quality service of Traveloka’s website as an online reservation media at Hotel Pangeran Pekanbaru. The six dimensions of e-service quality by Tsang et al. (2010) include: (1) Website Function; (2) Quality and Information Content; (3) Need Fulfillment and Responsiveness; (4) Safety and Security; (5) Appearance and Presentation; and (6) Customer Relationships are implemented as a measure of the quality of an OTA's electronic service. This research is a descriptive quantitative study using data collection methods of survey and online questionnaire as a research tool. Online questionnaires were distributed to 100 guests of Hotel Pangeran Pekanbaru who had made online reservations through the Traveloka website. The results of this study indicate that the respondents' perceptions of Traveloka website’s e-service quality as an online reservation media for Hotel Pangeran Pekanbaru were classified as "high" with an average score of 3.56. Although the overall value of e-service quality on the Traveloka website is classified as "high", at the e-service quality value from the respondent's profile perspective, there is a minority group of 1% who answered that the quality of electronic services was in the "medium" category. Keywords: electronic service quality, online travel agent, Traveloka, online reservation, online booking

Behavior Analysis of Customer Churn for a Customer Relationship System

2019 ◽  
Vol 27 (1) ◽  
pp. 111-127 ◽  
Author(s):  
Li Chen Cheng ◽  
Chia-Chi Wu ◽  
Chih-Yi Chen
Keyword(s):  
Credit Card ◽  
Global Market ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Temporal Abstraction ◽  
Customer Churn ◽  
Time Period ◽  
Credit Card Market ◽  
Domestic Credit

This article describes how the bank industry in Taiwan must function in today's tough and fiercely competitive domestic credit card market and subdued global market. Banks are increasingly emphasizing the importance of retaining customers in order to sustain market share and remain profitable. This study proposes a new model which local banks can use to detect potential customer churn and provide an early warning indicator of problems that could lead to loss of customers. The model incorporates a customer relationship management database with a built-in time factor and applied temporal abstraction to represent data for a specific time period as defined by experts. Association rule mining is applied to analyze and detect abnormal customer behavior. The results of this article indicate that the system is relatively effective in detecting customer churn early on and thus helpful at assisting banks to address issues before they escalate. Furthermore, the tested rules are further scrutinized by experts to establish the relationship between the defined rules and management. This study provides an expert system for banks to assess the quality of their marketing campaigns and reestablish faltering customer relationships.

scholarly journals УПРАВЉАЊЕ ЖАЛБАМА КУПАЦА У ТУРИСТИЧКИМ АГЕНЦИЈАМА

TEME ◽  
2019 ◽  
pp. 543
Author(s):  
Katarina Borisavljević ◽  
Gordana Radosavljević
Keyword(s):  
Customer Relationships ◽  
Sociodemographic Characteristics ◽  
Management Process ◽  
Complaint Management ◽  
Customer Complaints ◽  
Customer Complaint ◽  
Relational Factors ◽  
The Subject ◽  
Customer Satisfaction And Loyalty

The process of managing customer complaints in tourism companies is a significant prerequisite for improving customer relationships and increasing the level of customer satisfaction and loyalty. Companies in tourism tend to reduce the number of dissatisfied and unprofitable customers. The subject of research in the paper is the analysis of the influence of certain factors on the tendency of customers to appeal to tourist agencies and, consequently, to their loyalty.The aim of the research is to examine whether and to what extent the sociodemographic characteristics influence the decision of the customers to file complaints with the agency in case of dissatisfaction with the service. Particular emphasis is on the analysis of the influence of certain relational factors (such as the level of customer confidence, image of the agency and the effectiveness of the complaint management process) on the tendency of customers to appeal and to increasing their satisfaction and loyalty to a particular agency. The importance of research is also in providing guidance to both tourist agencies and other companies in the field of tourism, improving customer relationships and improving the quality of the service process through effective customer complaint management.

scholarly journals Fourth industrial revolution, digital servitization and relationship quality in Italian B2B manufacturing firms. An exploratory study

2020 ◽  
Vol 32 (4) ◽  
pp. 647-671
Author(s):  
Roberto Grandinetti ◽  
Maria Vincenza Ciasullo ◽  
Marco Paiola ◽  
Francesco Schiavone
Keyword(s):  
Relationship Quality ◽  
Qualitative Methodology ◽  
Industrial Revolution ◽  
Manufacturing Firms ◽  
Customer Relationships ◽  
Data Driven ◽  
Content Type ◽  
Multiple Case

PurposeIndustry 4.0 is dramatically affecting businesses behaviours and strategies, transforming products design, manufacture, operations and services. An outcome of this transformation is digital servitization. This paper aims to contribute to the extant literature about digital servitization in B2B contexts by analysing how I4.0-based servitization affects the quality of supplier–customer relationships.Design/methodology/approachThe authors adopted a qualitative methodology based on an exploratory multiple case study. In particular, the study included 22 Italian B2B manufacturing firms whose I4.0-based digital servitization approaches are described and, then, analysed in relation to the quality of supplier–customer relationships.FindingsThe access to customers and data is critical to enable advanced digital services and for improving relationship quality; the levels of relational intimacy and informational openness lead to two subsequent levels of data-driven efficiency and data-driven effectiveness, impacting significantly on relationship quality and enabling relational innovation.Originality/valueThe research explores the link, so far underestimated, between digital servitization and relationship quality in industrial contexts.

Impact of e-CRM on Website Loyalty of a Public Organization’s Customers

2013 ◽  
pp. 109-123
Author(s):  
Wen-Jang Jih
Keyword(s):  
Business Strategy ◽  
Information Technologies ◽  
Marketing Strategies ◽  
Point Of View ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Strategic Flexibility ◽  
Disciplinary Field ◽  
Conflicting Goals

Web-enabled customer relationship management, or e-CRM, is able to simultaneously achieve the conflicting goals of strategic flexibility and operational efficiency in developing and executing innovative e-commerce marketing strategies. A multi-disciplinary field, involving such areas as marketing, economics, business strategy, information systems, social psychology and consumer behavior, e-CRM strengthens customer relationships via a portfolio of trust-building practices with the support of powerful information technologies. While most literature in e-CRM has examined how firms formulate and implement e-CRM initiatives, there is little information on the overall quality of an e-commerce firm’s e-CRM practices from the consumer point of view. This research proposes such a consumer-oriented concept, e-CRM value, based on existing e-CRM research, and examines the effect of e-CRM value on website loyalty. An empirical study is conducted to validate the theoretical model. Customers’ perceptions of e-CRM value have positive causal effects on their website loyalty. Valuable implications can be derived from this finding for public organizations in managing their customer relationships.

An Ethical Approach of Big Data & Machine Learning Using Innovation of Python

2018 ◽  
Vol 8 (6) ◽  
pp. 1
Author(s):  
R. K. Bathla ◽  
Jitender Nath Srivastva
Keyword(s):  
Growth Rate ◽  
Big Data ◽  
Rapid Growth ◽  
Data Transfer ◽  
Large Data ◽  
Customer Relationships ◽  
The Internet ◽  
Market Growth ◽  
Cloud Applications

Big Data has gained much concentration from the academic world and the IT industry. In the digital and computing world, in order is generated and collected at a rate that rapidly exceeds the boundary range. Currently, over 2 billion people world wide are connected to the Internet, and over 5 billion individuals own mobile phones. By 2020, 50 billion devices are expected to be connected to the Internet. At this point, predicted data production will be 44 times greater than that in 2009. As information is transferred and shared at light speed on optic fiber and wireless networks, the volume of data and the speed of market growth increase. However, the fast growth rate of such large data generates numerous challenges, such as the rapid growth of data, transfer speed, diverse data, and security. Nonetheless, Big Data is still in its infancy stage, and the domain has not been reviewed in general. Hence, this study comprehensively surveys and classifies the various attributes of Big Data, including its nature, definitions, rapid growth rate, volume, management, analysis, and security. Cloud computing has opened up new opportunities for testing departments. New technology and social connectivity trends are creating a perfect storm of opportunity, enabling cloud to transform internal operations, Customer relationships and industry value chains. To ensure high quality of cloud applications under development, developer must perform testing to examine the quality and accuracy whatever they design. Business users are drawn to clouds simplified, self- service experience and new service capabilities. In this research paper, we address a testing environmental architecture with valuable key benefits, to perform execution of test cases and used testing methodologies to enhance quality of cloud applications.

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