scholarly journals The Influence of Customer Orientation on Customer Relationship in Telecom Services

2011 ◽  
Vol 3 (4) ◽  
pp. 222-227
Author(s):  
Junaid-ul-haq Junaid-ul-haq ◽  
Saqib Mehmood .
Keyword(s):  
Customer Satisfaction ◽  
Customer Orientation ◽  
Service Providers ◽  
Customer Retention ◽  
Customer Relationship ◽  
Primary Data ◽  
Negative Effect ◽  
The One ◽  
Major Factors ◽  
Customer Trust

In this study, an effort has been made to disclose the influence of customer orientation on customer retention. It has also revealed that customer orientation influences on customer satisfaction and customer trust and their ultimate effect on customer Retention. Primary data was collected through questionnaire survey.290 questionnaires were distributed out of which 219 were received and supposed for analysis purpose, 75.51% which is considered as a serious response rate of our respondents. Customer orientation has positive effect on customer satisfaction as well as on customer trust, which shows significant relationship of customer orientation on customer satisfaction and customer trust. Moreover, satisfaction and trust of customer has effect on customer retention. Satisfaction of customer has negative effect due to one or more reason, whereas, customer trust has positive and significant effect on customer retention. Customer orientated organizations earn more profit and can control customer retention. Findings of this study can also be used to control the customer retention. While customer orientation is under discussion then it has two major factors i.e. customer satisfaction and customer trust, organizations should more focus on these factors. Sometime when customer retention takes place even focusing these factors then current competitor’s strategies can also be kept in mind. This study is done in a developing country where there is a very tough competition among service providers to enhance their market share. The focus of this research is to control the switching customer, which is the one of the important problems facing by the service providers.

How manufacturer market orientation influences B2B customer satisfaction and retention: empirical investigation of the three market orientation components

2015 ◽  
Vol 30 (2) ◽  
pp. 182-193 ◽  
Author(s):  
Chiquan Guo ◽  
Yong Wang
Keyword(s):  
Customer Satisfaction ◽  
Market Orientation ◽  
Customer Relationship Management ◽  
Customer Orientation ◽  
Relationship Management ◽  
Customer Retention ◽  
Customer Relationship ◽  
Content Type ◽  
Relationship Outcomes ◽  
Competitor Orientation

Purpose – This paper aims to examine how the three market orientation components (customer orientation, competitor orientation and interfunctional coordination) influence industrial manufacturers’ customer relationship management outcomes in a business-to-business (B2B) context. Design/methodology/approach – In linking market orientation components and their relationship outcomes, the authors examined the moderating effect of interfunctional coordination. The model was tested using data collected from 279 manufacturing firms in the USA. Findings – While customer orientation and competitor orientation both influence customer relationship outcomes, interfunctional coordination does not. However, interfunctional coordination lessens the positive relationships between customer orientation and customer retention as well as between competitor orientation and customer satisfaction. Although competitor orientation has a slightly stronger impact on customer satisfaction than customer orientation does, it only has an indirect relationship with customer retention through customer satisfaction. Originality/value – The findings illustrated the effects of the three components of market orientation on customer relationship outcomes within manufacturing-centered firms, and provided managerial implications to industrial manufacturers on market orientation implementation strategies in regard to successful B2B customer relationship management.

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

scholarly journals THE ANTECEDENT OF CUSTOMER SATISFACTION

2020 ◽  
Author(s):  
Andala Rama Putra Barusman ◽  
Evelin Putri Rulian ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Relationship Management ◽  
Customer Retention ◽  
Equation Model ◽  
Customer Relationship

Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention.

scholarly journals The Antecedent of Customer Satisfaction and Its Impact on Customer Retention in Tourism as Hospitality Industry

2020 ◽  
Author(s):  
Andala Rama Putra Barusman ◽  
Evelin Putri Rulian ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Customer Retention ◽  
Equation Model ◽  
Customer Relationship ◽  
Global Changes ◽  
The Government ◽  
The Impact

Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention. Moreover, the impact of service quality on customer satisfaction and the one of customer satisfaction on customer retention are also significant. Relying on the findings, we recommend some strategies for the government of Lampung Province, e.g. training local people to behave more friendly in welcoming domestic or international tourists, fixing all lodging facilities, creating more souvenirs with Lampung’s ornaments and developing management system adopting global changes in technology, communication and trend.

scholarly journals IMPACT OF SERVICE QUALITY, TRUST, AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN PT MEGA MANUNGGAL PROPERTY TBK

2019 ◽  
Vol 6 (1) ◽  
pp. 33-42
Author(s):  
Maria Anna Stefanie ◽  
Badikenita Sitepu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Primary Data ◽  
Distribution Method ◽  
Good Reputation ◽  
Customer Trust ◽  
The Impact

In order to compete, survive, and grow the company is required to provide a good quality services to meet the needs and desires of its customers. Companies must be able to maintain a good reputation in the eyes of its customers. A good quality services will tend to give more satisfaction to the customers who use the services of the company. With emphasis on good service it will build a long-term profitable relationships with customers while also achieving customer loyalty. Therefore, this study is aiming to determine the importance of the impact of service quality, trust and customer satisfaction at PT Mega Manunggal Tbk Property in an effort to improve customer loyalty which will affect the company's survival. A questionnaire distribution method chosen in this study is to collect primary data. Completed questionnaires designed and distributed or disseminated to all customers. SPSS for windows has been used to process the primary data.Thefindings showed that there is a significant relationship between service quality and customer loyalty, meaning that if the quality of service increases, customer loyalty will also increase.There is a significant influence between customer trust and customerloyalty,meaning that if the customer trust increases, customer loyalty will also increase.

Service Quality Dimensions and Customers' Satisfactions in Mobile Communications

2016 ◽  
Vol 4 (1) ◽  
pp. 38-45
Author(s):  
S. Sakthivel Rani ◽  
S. Kannan
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Mobile Communications ◽  
Global Economy ◽  
Service Providers ◽  
Relative Effect ◽  
Primary Data ◽  
Mobile Service ◽  
The World ◽  
Switching Barriers

Objective - The world is moving towards continuous and ubiquitous availability of information. Entry of private operators in 1990's, competition has caused prices to drop and calls across India are one of the cheapest in the world. Technological advances combined with forces of globalization resulted in the transformation of the economy, industries, markets and customers resulting in a connected knowledge economy, borderless global economy, globalizing, covering and consolidating industries, fragmenting and frictionless markets and active, connected, informed and demanding customers. The objective of this research is to ascertain the constructs like customer satisfaction towards the mobile phone service providers, switching barrier and the customer loyalty factors. Methodology/Technique - Respondents in the study are the customers who use mobile phones. Primary data were collected with the help of the specially designed questionnaire, which was administered to the mobile users. The final questionnaire was pre-tested on 40 respondents and the coefficient values are all above .8 thus meeting Nunnaly's recommendation of greater than 0.7 as the acceptable reliability level. The overall alpha value was 0.8 and the instrument consists of customer satisfaction regarding the mobile service providers, which includes factors like price (5 items, 0.816), network coverage (4 items, 0.795), customer service (5 items, 0.852) and usage (8 items, 0.884). Switching barriers factors consists of 28 items like credibility factors (8 items, 0.863), congruency factors (7 items, 0.816), switching cast (8 items, 0.871), and value (5 items, 0.900). Final part of the instrument includes 17 customer loyalty factors like trust (7 items, 0.858), commitment (4 items, 0.848), word of mouth (3 items, 0.779) and cooperation (3 items, 0.691). Findings - Gender, location of the customers and service providers has a significant association with level of customer satisfaction. Gender and occupation have a significant association with level of customer switching barriers. Hierarchical regression analysis was used to analyze the main effect and the adjustment effect of those switching barrier factors and the relative effect. The contribution is that this study reviews theoretically and verifies empirically the relationship and mechanism between the customer retention and the switching barrier. Type of Paper - Empirical Keywords: Customer satisfaction factors; switching barrier factors; Customer loyalty factors.

Investigating the Impact of Customer Relationship Management Practices of E-Commerce on Online Customer's Web Site Satisfaction

2011 ◽  
pp. 1742-1759
Author(s):  
Su-Fang Lee ◽  
Wen-Jang ("Kenny") Jih ◽  
Shyh-Rong Fang
Keyword(s):  
Customer Relationship Management ◽  
User Satisfaction ◽  
Web Site ◽  
Management Practices ◽  
Customer Orientation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Customer Information ◽  
The Web

This study addresses the effect of customer relationship management (CRM) practices on online customers’ satisfaction with their experience in interacting with the company Web sites. Recognizing the importance of maintaining a healthy relationship with customers, companies are actively seeking ways to enhance the customer value of their offerings through relationship marketing. Since effective managing of customer relationships essentially involves managing customer information flow, Internet technologies have become an important element of a firm’s CRM program. The company Web site is functioning as the focal point of contact for interacting with existing and prospective customers. An important concern is how the company Web site affects customers’ overall perception of the Web site. Using the concepts of Internet-mediated market orientation in marketing and user satisfaction in information systems, this study formulated and validated a theoretical model to analyze causal relationships between CRM practices, customers’ perception of a Web site’s online customer orientation and online customer Web site satisfaction. Based on the structural equation modeling analysis of the primary data collected in Taiwan, the study found that CRM practices positively impact online customers’ Web site satisfaction through their perception of the Web site’s customer orientation.

Investigating the Impact of Customer Relationship Management Practices of E-Commerce on Online Customer's Web Site Satisfaction

2011 ◽  
pp. 1778-1794
Author(s):  
Su-Fang Lee ◽  
Wen-Jang (Kenny) Jih ◽  
Shyh-Rong Fang
Keyword(s):  
Customer Relationship Management ◽  
User Satisfaction ◽  
Web Site ◽  
Management Practices ◽  
Customer Orientation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Customer Information ◽  
The Web

This study addresses the effect of customer relationship management (CRM) practices on online customers’ satisfaction with their experience in interacting with the company Web sites. Recognizing the importance of maintaining a healthy relationship with customers, companies are actively seeking ways to enhance the customer value of their offerings through relationship marketing. Since effective managing of customer relationships essentially involves managing customer information flow, Internet technologies have become an important element of a firm’s CRM program. The company Web site is functioning as the focal point of contact for interacting with existing and prospective customers. An important concern is how the company Web site affects customers’ overall perception of the Web site. Using the concepts of Internet-mediated market orientation in marketing and user satisfaction in information systems, this study formulated and validated a theoretical model to analyze causal relationships between CRM practices, customers’ perception of a Web site’s online customer orientation and online customer Web site satisfaction. Based on the structural equation modeling analysis of the primary data collected in Taiwan, the study found that CRM practices positively impact online customers’ Web site satisfaction through their perception of the Web site’s customer orientation.

Achieving Service Process Excellence With Connected Customer

2019 ◽  
Vol 12 (1) ◽  
pp. 66-80 ◽  
Author(s):  
Samir Yerpude ◽  
Tarun Kumar Singhal ◽  
Hiren Rajeshkumar Rathod
Keyword(s):  
Customer Satisfaction ◽  
Strategic Alliances ◽  
Customer Relationship ◽  
Primary Data ◽  
Service Process ◽  
Time Data ◽  
Research Papers ◽  
Crm System ◽  
Iot Devices ◽  
The Individual

This article studies the service process and evaluates the need of a connected customer for achieving customer satisfaction and customer ecstasy, in-turn improving service process excellence for the organization. The method used was an exploratory analysis of research studying the CRM concept and usage data generated from IoT devices. Through a literature review process, various preliminary information constructs on IoT and CRM system with digital enablers are evaluated. References from research papers, journals, internet sites, statistical data sites and books were used to collate the relevant content on the subject. The study of all the relevant scenarios and impact assessment on all the relevant stakeholders was undertaken. Further primary data was gathered from the customer sample and was evaluated to substantiate the importance of connected customer for an organization and its linkage to customer satisfaction. It was found that customer demands are continuously evolving, and it is very relevant for all the organizations to align and keep pace with the change. Connected customers help organizations maintain a complete customer profile, needs, and ability to customize for the individual customer. With this, customers become active participants in the whole ecosystem. The usage of real time data becomes a reality with IoT data transmitted over the internet and analyzed by the CRM system. It gives a better understanding of the customer relationship aspect, helping organizations to operate within healthy financial margins. It also resolves the softer issues arising out of such strategic alliances such as trust and ensures that the organization remains competitive.

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