Customer Satisfaction and Loyalty : A Review in the Perspective of CRM

2013 ◽  
Vol 64 (2) ◽  
Author(s):  
Raha Khalafinezhad ◽  
Choi Sang Long
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Positive Impact ◽  
Relationship Development ◽  
Customer Relationship ◽  
Literature Reviews ◽  
Customer Services ◽  
Interaction Management ◽  
Customer Satisfaction And Loyalty

This paper analyzes the concept of Customer Relationship Management (CRM). The literature reviews strengthen the notion that the increase of customer loyalty can be achieved through positive impact of CRM strategy. In spite of the most essential advantages of CRM, there are some difficulties in CRM implementation for many organizations. Therefore, this study attempts to investigate and find out the key elements of CRM that can lead to the increase of customer satisfaction and loyalty. Base on the literature review, four identified critical CRM elements are employees’ behavior, quality of customer services, relationship development and interaction management.

scholarly journals Impact of customer relationship management on customer satisfaction in hoteling industry

2014 ◽  
Vol 2 (2) ◽  
pp. 8-12
Author(s):  
Sanaullah Nazir ◽  
Sheraz Khan ◽  
Raja Ahmed Jamil ◽  
Qazi Shujaat Mehmood
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Positive Impact ◽  
Relationship Management ◽  
Success For All ◽  
Customer Relationship ◽  
Management Service ◽  
Access To Services ◽  
The Impact

Customer satisfaction is an imperative element of the success for all businesses. One of the biggest challenges of a marketer is how to satisfy and retain the customers. The purpose of this study is to find the impact of customer relationship management on customer satisfaction.  A total of 130 participants was selected through purposive sampling from the different hotels of Islamabad city. Data was collected from the participants by using standardized questionnaires. Results revealed that there is a significant positive impact of different elements of customer relationship management (service quality, access to services and service features) on customer satisfaction and businesses cannot succeed without focusing on customer relationship management in this era.

scholarly journals PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP LOYALITAS (Survei pada Nasabah Asuransi Jiwa Prudentual NASABAH Cabang Kota Bandung)

2016 ◽  
Vol 1 (1) ◽  
pp. 39-55
Author(s):  
Tanjungsewu Paribhasagita, ◽  
Lisnawati Lisnawati
Keyword(s):  
Customer Relationship Management ◽  
Random Sampling ◽  
Relationship Management ◽  
Simple Random Sampling ◽  
Relationship Development ◽  
Customer Relationship ◽  
Life Assurance ◽  
Interaction Management

Eksistensi industri asuransi ditandai dengan tingkat loyalitas pelanggan, khususnya industriasuransi di Kota Bandung. Prudential Life Assurance merupakan salah satu perusahaanasuransi yang memiliki berbagai tawaran produk asuransi. Salah satu produk yang palingdiminati yaitu produk asuransi jiwa. Untuk dapat bertahan di tengah persaingan, perusahaandituntut untuk menciptakan strategi yang dapat memperkuat loyalitas nasabah karena produkyang memiliki loyalitas nasabah yang baik adalah produk yang mampu bersaing untuk merebutdan menguasai pasar. Salah satu strategi yang dapat dilakukan adalah dengan customerreltionship management. Penelitian ini bertujuan untuk (1) mengetahui gambaran tingkatpelaksanaan customer relationship management pada produk asuransi jiwa Prudential cabangKota Bandung, (2) mengetahui gambaran tingkat loyalitas nasabah produk asuransi jiwaPrudential cabang Kota Bandung, (3) mengetahui temuan mengenai seberapa besar pengaruhtingkat pelaksanaan customer relationship management terhadap loyalitas nasabah padaproduk asuransi jiwa cabang Kota Bandung. Objek/unit analisis dalam penelitian ini adalahnasabah asuransi jiwa Prudential cabang Kota Bandung. Variabel bebas (X) dalam penelitianini adalah customer relationship management dan variabel terikat (Y) pada penelitian iniadalah loyalitas nasabah. Jenis penelitian yang digunakan adalah deskriptif, verifikatif, danmetode yang digunakan adalah explanatory survey dengan teknik simple random sampling,dengan jumlah sampel sebanyak 100 nasabah. Teknik analisa data yang digunakan adalahanalisis regresi linear sederhana dengan alat bantu software komputer SPSS 21.0. Hasil yangdiperoleh dalam penelitian menyatakan bahwa kinerja customer relationship managementberpengaruh terhadap loyalitas nasabah asuransi jiwa Prudential cabang Kota Bandung sebesar71,0%. Dari penelitian terhadap pengujian hipotesis dapat diketahui bahwa kinerja custoerrelationship management memiliki pengaruh yang positif terhadap loyalitas nasabah, yaitu 1)relationship development, 2) quality services, 3) interaction management, dan 4) behaviouralof the employee, Pengaruh kedua variabel ini memiliki pengaruh yang signifikan baik secarasimultan maupun secara parsial. Penulis merekomendasikan agar perusahaan lebih efektif lagidalam mempertahankan dan menjalankan strategi customer relationship managment sebagaisalah satu strategi untuk meningkatkan loyalitas nasabah asuransi jiwa Prudential.

scholarly journals MODEL PELATIHAN SISWA PUTUS SEKOLAH STUDI KASUS PADA BALAI LATIHAN KERJA PROPINSI BENGKULU

2019 ◽  
Vol 12 (2) ◽  
pp. 40-50
Author(s):  
Syaiful Anwar AB
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Swot Analysis ◽  
Positive Impact ◽  
Observation Data ◽  
Good Service ◽  
Learning Space ◽  
Customer Satisfaction And Loyalty

The purpose of this research is to test the influence of the quality of service to the satisfaction of the training participants at Balai Latikan Kerja (BLK) in Bengkulu Province. The method used in this research is survey with interview approach to get observation data directly. The results of this study indicate that the role of instructors (HR) and methods greatly affect the success of trainees in the future. The positive impact of good service will increase customer satisfaction and loyalty as well as the desire to re-buy, which will increase the income received from the products sold. In order to compete, survive, and grow, the organization is required to be able to meet the needs and desires of customers by providing the best service and quality. Based on the strengths, weaknesses, opportunities and threats that may occur, then the biggest weakness is the quality of instructors and learning space into the greatest weakness.Keywords: service quality, satisfaction , SWOT analysis.

scholarly journals THE INFLUENCE OF CUSTOMER RELATIONSHIP MANAGEMENT, CUSTOMER SATISFACTION QUALITY OF SERVICE AND CUSTOMER LOYALTY (Empirical Study On Corporate Travel Organizers Umrah and Hajj PT. Travel Albadriyah)

2019 ◽  
Vol 1 (2) ◽  
pp. 114-125
Author(s):  
Subaebasni ◽  
Henny Rinawati ◽  
Anoesyirwan Moeins
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Customer Relationship ◽  
Survey Method ◽  
Management Service ◽  
Corporate Travel

Every company should be able to understand the behavior of consumers in the target market because the survival of the company as an organization that seeks to meet the needs and desires of consumers rely heavily on the behavior of consumers. Through an understanding of consumer behavior, the management company can develop appropriate strategies and programs to take advantage of existing opportunities and outperform their competitors. Therefore, the quality of good service and build relationships with customers able to accomplish the goals of the company. It certainly needs to be an active part of all employees and those involved in the provision of services. (MORA, 2017). Based on the analysis and discussion that has been described on the effect of customer relationship management, service quality, and customer satisfaction to customer loyalty in Corporate Travel Organizers Umrah and Hajj PT. Travel Albadriyah, it can be concluded that customer relationship management, service quality, and customer satisfaction proved to influence jointly on customer loyalty Corporate Travel Organizers Umrah and Hajj PT. Travel Albadriyah. As this study is descriptive and verification, using the survey method.

scholarly journals ANALYSIS OF THE EFFECT OF ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM) AND BRAND TRUST ON CUSTOMER SATISFACTION AND LOYALTY IN PIXY COSMETIC PRODUCTS

2021 ◽  
Vol 2 (3) ◽  
pp. 467-483
Author(s):  
Tasya Nandya ◽  
Dudi Permana
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Survey Methods ◽  
Relationship Management ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Brand Trust ◽  
Cosmetic Products ◽  
Customer Satisfaction And Loyalty

The purpose of this study was to study the Analysis of the Effects Electronic Customer Relationship Management (E-CRM) and Brand Trust to Customer Satisfaction and Loyalty to Pixy Cosmetic Brand. by measuring indicators that influence the variables of E-CRM, Brand Trust, Customer Satisfaction and Loyalty. This research uses descriptive research design using survey methods. Sampling uses certain criteria where respondents have known Pixy Cosmetics products from Key Opinion Leader and have bought Pixy Cosmetic Products via E-commerce and Offline store as well, at least 1 time in as a sampling technique. This study discusses using the structural equation model (structural equation modeling) - Lisrel to discuss the significance of the overall model relationship and predetermined pathways. The findings show that the E-CRM  variable is positive and significant towards Customer Satisfaction, the Brand Trust is positive and significant towards Customer Satisfaction, and Customer Satisfaction is positive and significant towards the Loyalty.

Effect of Customer Relationship Management on Customer Satisfaction and Loyalty at Pt. Harmoni Permata Gianyar, Bali

2018 ◽  
Vol 9 (03) ◽  
pp. 20610-20617
Author(s):  
I Nyoman Hendra Laksmana ◽  
IGA Eka Teja Kusuma ◽  
I Nengah Landra
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Positive Relationship ◽  
Relationship Management ◽  
Management Program ◽  
Customer Relationship ◽  
Methods And Techniques ◽  
Clear Information ◽  
Customer Satisfaction And Loyalty

A highly competitive market makes companies need to maintain a positive relationship with their customers. A good CRM (customer relationship management) program will help the company to satisfy its customers. This research will explore various methods and techniques to build effective customer relationship management to satisfy customers. The purpose of this study is to examine the effectiveness of customer relationship management in maintaining and satisfying customers. This research shows that customer relationship management has a significant effect on customer satisfaction and loyalty. The variable also has a positive relationship. The company makes CRM as a capital to make customers more satisfied and stick with the company. This study concludes that CRM plays a major role in improving customer satisfaction, deep customer knowledge and customer loyalty. A better CRM will have clear information about what customers want, what their needs are, and what will make them more satisfied.

scholarly journals Pengaruh Customer Relationship Management dan Kepuasan terhadap Loyalitas Nasabah LPD Desa Adat Anggungan di Badung

Widya Amrita ◽  
2021 ◽  
Vol 1 (1) ◽  
pp. 381-393
Author(s):  
Ni Putu Nita Santari ◽  
I Wayan Suartina ◽  
I Made Astrama
Keyword(s):  
Information Technology ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Customer Relationship ◽  
Technology Strategies ◽  
Almost All ◽  
Customer Satisfaction And Loyalty

The LPD is a village economic institution that is used to collect and distribute funds in general as well as a source of development financing in almost all parts of customary village areas in Bali. Savings customers are the top priority of the LPD in the customary village of Anggungan to create Loyalty. In creating customer satisfaction and loyalty, the LPD in the customary village of Anggungan is required to implement a good and appropriate strategy, namely Customer Relationship Management (CRM) to increase customer satisfaction and loyalty. The purpose of this study to analyze the effect partially and simultaneously between Customer Relationship Management (CRM) and satisfaction on customer loyalty savings. The population in this study were 1,958 savings customers. The sample was determined based on the Slovin formula with the results obtained by 95 respondents. The results of data analysis indicate that Customer Relationship Management (CRM) and satisfaction simultaneously have a positive and significant effect on customer loyalty. Increasingly improving information technology strategies, namely Customer Relationship Management (CRM) in order to increase customer satisfaction and loyalty savings.

scholarly journals The Impact of Customer Relationship Management on Achieving Service Quality of Banking Sector of Jordan

2017 ◽  
Vol 12 (3) ◽  
pp. 180 ◽  
Author(s):  
Marzouq Ayed Al-Qeed ◽  
Basem Yousef ALsadi ◽  
Zeyad F Al-Azzam
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Banking Sector ◽  
Services Quality ◽  
Relationship Management ◽  
Customer Retention ◽  
Customer Relationship ◽  
Customer Knowledge

Definitely, the world is becoming chaotic and affects all aspects of life. One of these is customers who become more severe in their needs, expectations, desires, and preferences. Organizations must consistently realize this issue by communicating and building effective relationships with them for better-enhancing services quality. Therefore, this study investigates the relationship between customer relationship management and service quality of Jordan banking sector. The researchers relied on descriptive and analytical approach through a survey questionnaire used to obtain data from 150 respondents who were at all levels in the 22 operating banks in Jordan, only 141 were returned but 13 of them were excluded because they were invalid for statistical analysis, only 128 questionnaires were valid and considered with a ratio of 85%. The findings revealed that a moderate level of importance in customer relationships management was apparent while an increasing awareness in the service quality of banking sector of Jordan was dominant. The study also found a strong correlation between customer relationship management -except customer satisfaction and loyalty- and the service quality of banking operated in Jordan. Additionally, results showed that a significant and statistical effects at (P<0, 05) of customer relationship management with its dimensions (customer satisfaction, customer loyalty, customer attraction, customer retention, customer value, customer culture, customer knowledge) in service quality of Jordan banking sector. Finally, study results revealed that customer knowledge, customer retention, and customer culture are the most influential dimensions in the services quality of Jordan banks sector.

scholarly journals Pengaruh Customer Relationship Management dan Kualitas Layanan Terhadap Kepuasan dan Loyalitas Pelanggan Media Advertising di Samarinda

2020 ◽  
Vol 7 (2) ◽  
pp. 114
Author(s):  
Ade Saputri ◽  
Syarifah Hudayah ◽  
Zainal Abidin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Customer Relationship ◽  
Media Companies ◽  
Customer Satisfaction And Loyalty

The purpose of this study was to analyze the effect of customer relationship management and service quality on customer satisfaction and loyalty of advertising media companies in Samarinda. The population in this study were customers of advertising media companies in Samarinda. Using accidental sampling, the sample in this study was 100 respondents. The analysis in this study is path analysis with the SPSS program. The results showed that CRM has a positive and significant effect on customer satisfaction, CRM has a positive and significant effect on customer loyalty, service quality has a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer loyalty in advertising media in Samarinda city.

scholarly journals Measuring Customer Loyalty and Satisfaction of Bank Bantul Using CRM and Service Quality

2021 ◽  
Vol 12 (3) ◽  
pp. 172-183
Author(s):  
Heri Sutanto ◽  
Siti Dyah Handayani ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Equation Modelling ◽  
Customer Satisfaction And Loyalty

This study aims to analyze and describe the effects of the service quality and customer relationship management at PD BPR Bank Bantul on the customer satisfaction and loyalty. The object of this study is PD BPR Bank Bantul, while the subjects of the study are customers taking the SMEs credit offered by the Bank. Method of analysis used in this study was Structural Equation Modelling (SEM) with the help of the AMOS program. The number of respondents was 170, taken using purposive sampling. The criteria for the sampling are as follows: the respondents are taking the SME’s credit at PD BPR Bank Bantul, residents in Bantul Regency, who are individual customers, who have been 2 years or more customer and have done 2 or more credit transactions. Data was collected through questionnaires distributed directly to the respondents and through the google form. Based on the results of the analysis, show that service quality  has no significant effect on customer satisfaction, customer relationship management  has a positive and significant effect on customer satisfaction, service quality  has no a positive and significant effect on customer loyalty, customer relationship management  has a positive and significant effect on customer loyalty  and customer satisfaction  has a positive and significant effect on customer loyalty. In conclusion this study accepts 3 hypotheses and rejects 2 hypotheses.

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