An examination of customer relationship management dimensions and employee-based brand equity: A study on ride-hailing industry in Saudi Arabia

2021 ◽  
pp. 100719
Author(s):  
Jalal Rajeh Hanaysha ◽  
Mohammed Emad Al-Shaikh
Keyword(s):  
Saudi Arabia ◽  
Customer Relationship Management ◽  
Brand Equity ◽  
Relationship Management ◽  
Customer Relationship

scholarly journals Influence of Customer Relationship Management, Brand Equity, Perceived Product Quality, Perceived Price on Customer Value and Purchase Intention (Studies Philips Light Bulb in Batam)

2017 ◽  
Vol 9 (7) ◽  
pp. 122 ◽  
Author(s):  
Lukmanul Hakim ◽  
Nanis Susanti ◽  
Ujianto
Keyword(s):  
Customer Relationship Management ◽  
Brand Equity ◽  
Purchase Intention ◽  
Customer Value ◽  
Relationship Management ◽  
Perceived Quality ◽  
Customer Relationship ◽  
Light Bulb ◽  
Perceived Price

This study tried to determine and analyze the deeper understanding of the influence of customer relationship management, brand equity, perceived of product quality, perceived value and price to the customer at the customer's purchase intention Philips light bulb in Batam.The population in this study are all users (consumers) electric light bulb philips brands in the city of Batam. Testing of the model in this study, with Generalized Least Square Estimation (GLS), analysis of structural equation modeling (SEM), proportional random sampling method and software assistance Amos 22, on 240 respondents from eight times the 30 indicators the study variables. The test results indicate the model (fit) seen from the GFI, AGFI, TLI, CFI, RMSEA and CMIN / DF, each of 0915, 0901, 0949, 0953, 0063, and 1,376 are all that are in the range of expected values so that the model can be accepted.The results showed that: 1). Customer relationship management influence on customer value, it shows that with good customer relationship management program, will increase customer value. 2) Customer relationship management influence on purchase intention, it shows that with good customer relationship management program, will increase customer value. 3) Brand equity effect on customer value, it shows that with a good brand equity, will increase customer value. 4). Brand equity effect on purchase intention, it shows that with a good brand equity, will increase customer value. 5) Perceived quality of product effect on customer value, it indicates that the perceived quality of a good product, will increase customer value. 6). Perceived quality of product effect on purchase intention, this suggests that the perceived quality of a good product, will increase purchase intention. 7). Perceived price effect on customer value, it indicates that the perceived price friendly, will increase customer value. 8) Perceived price effect on purchase intention, this suggests that the perceived price friendly, will increase purchase intention. 9). Customer value effect on purchase intention, it shows that with high customer value, will raise the purchase intention.

scholarly journals CRM Implementation in Saudi Banking Sector

2016 ◽  
Vol 10 (1) ◽  
pp. 107
Author(s):  
Mohammad A. Almotairi
Keyword(s):  
Saudi Arabia ◽  
Customer Relationship Management ◽  
Banking Sector ◽  
Banking Industry ◽  
Relationship Management ◽  
Implementation Process ◽  
Customer Relationship ◽  
Service Satisfaction ◽  
Process Data ◽  
Proposed Model

Banking in Saudi Arabia has undergone considerable growth, and the importance of customer relationship management (CRM) activities aimed at enriching the overall service satisfaction among its customers is intensifying. The aim of this paper is to study the CRM implementation process within Saudi banks and evaluate the most important constructs of CRM to create a model that helps organizations to implement CRM successfully. A survey of 101 respondents from the banking industry in Saudi Arabia participated in this study to investigate CRM implementation and the main constructs associated with this process. Data were analyzed to validate the proposed model for CRM implementation.  

scholarly journals Strategic Factors for Building Brand Equity: Jordan Medical Tourism

2019 ◽  
Vol 11 (1A) ◽  
pp. 121
Author(s):  
Fayez Bassam Shriedeh
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Brand Equity ◽  
Structural Equation ◽  
Medical Tourism ◽  
Relationship Management ◽  
Customer Relationship ◽  
Systematic Sampling ◽  
Strategic Factors ◽  
Building Activities

<p class="Default"><em><span lang="EN-MY">Building a brand with strong equity is a vital element for differentiation and competitiveness, especially in today’s highly competitive medical tourism. The literature indicated that Jordan has weak medical tourism brand equity. The contribution of customer relationship management and service quality in developing brand equity can’t be ignored. Studies on marketing activities towards building brand equity remain limited. Accordingly, 650 self-administrated questionnaires were distributed to outpatient medical tourists in Amman’s five biggest hospitals using systematic sampling. After screening, 454 surveys were used for analysis using structural equation modelling. The results indicated that customer relationship management significantly impacted service quality and brand equity. Service quality strongly influenced brand equity, and brand equity was enhanced indirectly through service quality. This study highlighted the importance of such factors on brand equity-building activities in Jordanian medical tourism context. Further research is recommended to expand the proposed model.</span></em></p>

scholarly journals Customer Relationship Management (CRM) as a Life Style

2018 ◽  
Vol 6 (4) ◽  
Author(s):  
Hussein A. Al-Homery ◽  
Hasbullah Asharai ◽  
Azizah Ahmad
Keyword(s):  
Saudi Arabia ◽  
Customer Relationship Management ◽  
Life Style ◽  
Relationship Management ◽  
Customer Relationship ◽  
Database Structure

This article is about the concept of CRM life style. It is an intellectual concept, where the researcher analyses the abbreviation “CRM” by returning each letter to its origin to prove the hypothesis of the concept. Where the researcher proposes the CRM database structure for the CRM process as a customer life style, where it depends on the business workflow process and the specialty of each business, and where the database structure tried in our case study for an authorized automobile dealer in Riyadh, Saudi Arabia.

scholarly journals Social Networks and Customer Relationship Development at the Saudi Telecommunication Service Providers

2016 ◽  
Vol 8 (4) ◽  
pp. 77 ◽  
Author(s):  
Mahmoud Abdel Hamid Saleh
Keyword(s):  
Social Networks ◽  
Saudi Arabia ◽  
Customer Relationship Management ◽  
Service Providers ◽  
Strong Association ◽  
Relationship Management ◽  
Relationship Development ◽  
Customer Relationship ◽  
Security And Privacy ◽  
Telecommunication Service

<p>This paper is aimed at examining the relationship between the use of social networks and customer relationship development at the three telecommunication service providers in Saudi Arabia. It is also aimed at identifying some factors that may influence the companies’ relationships with their customers. Drawing on previous research, the researcher has selected three factors related to customers on social networks: trust and loyalty, service assessment, and information engagement. The study revealed a strong association of the use of social networks with the company’s customer relationship development, trust and loyalty, and service assessment, but not with information engagement. The findings also demonstrated significant positive associations of trust and loyalty, and service assessment with customer relationship development. However, an insignificant positive relationship was found between information engagement and customer relationship development. To leverage the effectiveness of customer relationship management at telecommunication companies in Saudi Arabia, the study recommended these companies to adopt the concept of Social Customer Relationship Management (Social CRM), and to develop customer service skills of their staff in charge of social networks. The study also pointed out the importance of encouraging customers to use social networks to connect with companies, rather than just using the traditional methods. Furthermore, the study recommended the companies to pay more attention to the customers’ assessment of their social networks, and to ensure security and privacy of their data. Ultimately, the companies need to focus on providing customers with the needed information, and benefiting from their feedbacks on social networking sites.</p>

scholarly journals The Association between Communication, Customer Relationship Management and Organisational Performance: Evidence from the Saudi Arabia Hospitals

2017 ◽  
Vol 9 (4) ◽  
pp. 57
Author(s):  
Yaser Salman Alsharari ◽  
Fadzil Shah Bin Aziz ◽  
Che Azlan Bin Taib ◽  
Rushami Zien Yusoff
Keyword(s):  
Saudi Arabia ◽  
Data Analysis ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Survey Questionnaire ◽  
Organisational Performance ◽  
Government Hospitals

This research aims to examine the influence of the communication, customer relationship management on organisational performance among Saudi Arabia Hospitals. Furthermore, to exam the study model, the survey questionnaire was used to collect data 154 hospitals randomly chosen from 259 government hospitals in Saudi Arabia. For data analysis, the Partial Least Squares (PLS) structural equation modeling was used.  In addition, this study found a positive and significant association between communication, customer relationship management, and organisational performance. Ultimately, this study offers some limitations and suggestions for future researchers.

scholarly journals Pengaruh Program Gopay Payday Sebagai Customer Relationship Management Terhadap Brand Equity Gojek (PT. Aplikasi Karya Anak Bangsa)

2020 ◽  
Vol 4 (1) ◽  
pp. 27-34
Author(s):  
Viana Eka Wardani ◽  
Euis Komalawati ◽  
Alfirahmi Alfirahmi
Keyword(s):  
Data Analysis ◽  
Customer Relationship Management ◽  
Brand Equity ◽  
Significant Influence ◽  
Computer Software ◽  
Relationship Management ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Analysis Technique ◽  
Quantitative Descriptive

Customer Relationship Management (CRM) is an approach to identifying, attracting, and improving relationships between companies and customers. Karya Anak Bangsa Inc. (Gojek) with its application Gopay, gave rise "Gopay Payday" program as a customer relationship management to decide the brand equity level of Gopay application users. Brand Equity plays an important role because brand equity forms the name of the company's image and reputation, even as determining to make company goals. The purpose of this research analyzes the influence of the Gopay Payday program as a customer relationship management on Gojek brand equity (Karya Anak Bangsa Inc.). This research uses quantitative descriptive, and the method is a purposive sampling technique within 100 respondents as the sample. The data analysis technique used SPSS 25.0 for Windows computer software tools. The results of this study show that there is a significant influence on customer relationship management by 24.2% against brand equity. It means the better the Customer Relationship Management, the Brand Equity of the company will increase.

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