The impact of e-service quality and ease of use of e-customer relationship management: a study of mobile phone services in Jordan

2021 ◽  
Vol 13 (2) ◽  
pp. 146
Author(s):  
Bilal Ali Yaseen Al Nassar
Keyword(s):  
Service Quality ◽  
Mobile Phone ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Ease Of Use ◽  
Customer Relationship ◽  
The Impact

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.

The impact of customer knowledge and customer relationship management on service quality

2014 ◽  
Vol 6 (1) ◽  
pp. 77-96 ◽  
Author(s):  
Shu-Mei Tseng ◽  
Pin-Hong Wu
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Management Practices ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Future Research ◽  
Customer Knowledge ◽  
Content Type ◽  
The Impact

Purpose – Enterprises realize that customers are their most important asset and recognize that a high level of customer satisfaction can only be achieved by enhancing service quality. Thus, how enterprises acquire customer knowledge by which to initiate and maintain customer relationships, as well as to enhance service quality has become an important issue. The paper aims to discuss these issues. Design/methodology/approach – This study uses a questionnaire and statistical analytical techniques to explore the impact of customer knowledge and customer relationship management (CRM) on service quality. Findings – The results indicated that customer knowledge has a positive influence on service quality and CRM is the partial intervening variable between customer knowledge and service quality. That is, customer knowledge enhances the CRM, while CRM, in turn, increases service quality and provides competitive advantages. Research limitations/implications – This research explored the impact of customer knowledge and CRM on service quality based on the company's perception and there was no validation on the customers' perception of the company. Therefore, it is suggested that future research should involve company staff, current customers, and latent customers to strengthen the triangulation. Practical implications – The results found that customer knowledge is indeed an important source of competitive advantage. Hence, enterprises should acquire valuable customer knowledge in order to enhance the relationship with customers, as well as enhance their service quality. Originality/value – There is still little related literature investigating the relationships amongst customer knowledge, CRM, and service quality. Hence, this study applies questionnaire methods as the main research tools in order to conduct an in-depth investigation into the influence of customer knowledge and CRM on service quality. Furthermore, this research is expected to provide enterprises with valuable suggestions for management practices.

scholarly journals The Relationship between E-Service Quality and Ease of Use on Electronic Customer Relationship Management (E-CRM) Performance Mediating by Brand Image

2021 ◽  
pp. 9-19
Author(s):  
Farid Wadjdi ◽  
Zulkifli Djamin
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Brand Image ◽  
Relationship Management ◽  
Ease Of Use ◽  
Customer Relationship ◽  
Research Approach ◽  
Probability Sampling ◽  
Relationship Of ◽  
The Relationship

The purpose of this study was to determine the relationship of E-Service Quality and Ease of Use to Electronic Customer Relationship Management (E-CMR) which is mediated by Brand image. The research approach used is quantitative. The research sample is determined by non probability sampling which takes 100 samples of e-commerce application consumers in Indonesia. The results showed that there is a relationship between Brand Image and Electronic Customer Relationship Management (E-CRM). There is a relationship between E-Service Quality and Brand Image. There is a relationship between E-Service Quality and Electronic Customer Relationship Management (E-CRM). There is a relationship between Ease of Use and Brand Image. There is no relationship between Ease of Use and Electronic Customer Relationship Management (E-CRM). There is a relationship between E-Service Quality and Electronic Customer Relationship Management (E-CRM) which is mediated by Brand Image. There is a relationship between Ease of Use and Electronic Customer Relationship Management (E-CRM) which is mediated by Brand Image.

scholarly journals THE IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT DIMENSIONS ON SERVICE QUALITY

2021 ◽  
Vol 23 (2) ◽  
pp. 24-41
Author(s):  
Jassim Ahmad Al-Gasawneh ◽  
Marhana Mohamed Anuar ◽  
Zdzisława Dacko-Pikiewicz ◽  
Jumadil Saputra
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
The Impact

scholarly journals The Impact of Customer Relationship Management on Long-term Customers’ Loyalty in the Palestinian Banking Industry

2017 ◽  
Vol 10 (11) ◽  
pp. 139
Author(s):  
Raed A. M. Iriqat ◽  
Mohannad A. M. Abu Daqar
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
System Integration ◽  
Banking Industry ◽  
Relationship Management ◽  
Customer Relationship ◽  
Quality Level ◽  
Crm System ◽  
The Impact

This paper aims to investigate the impact of customer relationship management on Long-term Customers’ Loyalty in the Palestinian banking industry. The data was collected through distributing questionnaires on the Palestinian banking employees. Using multiple regression analysis tests, this paper finds these results; there is a positive and strong linear relationship between dependent variable “long-term customers’ loyalty” and CRM, the CRM dimensions are service quality, customer’s database, solving customer’s problems, employees behavior, and CRM system integration. At the end, the two predictors (employee’s behavior and CRM system integration) explained 48.2% of the variance in the long-term customers’ loyalty. The scholars’ found that banks have to investigate why there is a difference in the service quality level between male and female employees where male employees more effective than females. Furthermore, banks need to update their customers’ database in order to be alerted to changes in their customers’ requirements and needs to retain their loyal relationships with customers.

Customer Satisfaction of Online Music Services in Taiwan

2011 ◽  
Vol 474-476 ◽  
pp. 1652-1656 ◽  
Author(s):  
Shih Ming Pi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Ease Of Use ◽  
Customer Relationship ◽  
Perceived Ease Of Use ◽  
Brick And Mortar ◽  
Online Music ◽  
Online Stores

Many products selling on the Internet channel include music, which also sells in brick and mortar stores and in online stores, developed from digitalized music. This study attempts to explore which influence among the service quality, content quality, and the website service quality affects the paying customers’ satisfaction, and studies the relationship of customer satisfaction and customer loyalty. Further, the study probes the factors of customer relationship management. The research framework is based on the customer relationship management of digital content industry model. Results revealed that privacy, system availability, service provider’s reliability, perceived enjoyment, perceived ease of use, and fulfillment significantly affects consumers’ intentions to be paid-members of online music services.

Penerapan Customer Relationship Management (CRM) pada Aplikasi Pengiriman Pesan Instan Studi Kasus: WhatsApp, WeChat, Line, KakaoTalk

2014 ◽  
Vol 5 (1) ◽  
pp. 20-26
Author(s):  
Ellynia Ellynia ◽  
Viany Utami Tjhin
Keyword(s):  
Operating Systems ◽  
Customer Relationship Management ◽  
Mobile Application ◽  
Instant Messaging ◽  
Relationship Management ◽  
Ease Of Use ◽  
Customer Relationship ◽  
Good Relationship ◽  
Management Application ◽  
Index Terms

In establish good relationship with customer, companies need to have a good customer relationship management system as well. The purpose of this study is to explore the level of development of the use of instant messaging applications that are used for mobility of companies in establishing relationships with customers; and to investigate the factors considered important for the success of the mobility of companies in establishing relationships with their customers. In this study it was found that not all instant messaging application has a feature which serves to establish rapport with customers. The results showed some of the determinants of success in the utilization of instant messaging applications is the ease of use, target the most used mobile devices, operating systems most used by users, and mobile application user interface that is used. Index Terms - customer, relationship, management, application, messanging, instant

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