scholarly journals CRM Competitive Strategy in Financial Institutions

2021 ◽  
Vol 6 (3) ◽  
pp. 111-117
Author(s):  
Alireza Miremadi ◽  
Omidreza Ghanadiof
Keyword(s):  
Financial Institutions ◽  
Physical Environment ◽  
Brand Management ◽  
Banking Industry ◽  
Services Quality ◽  
Customer Relationship ◽  
Environment Quality ◽  
Banking Service ◽  
External Customer

This research highlighted the most essential factors that have influenced CRM from the customers’ side. To execute this research, the researcher has reviewed literature, design a questionnaire, and distributed 430 questionnaires among the respondents in main different cities. Furthermore, the results were analyzed through SPSS and SEM Software. This research’s comprehensive CRM models try to evaluate the association of Physical Environment Quality, Products & Services, Quality of Virtual Environment, and Quality of Electronic Banking Service as an indicator of External Customer Relationship (ECR). Moreover, this study has tried to measure the influence of Trust, Satisfaction, Commitment, and Loyalty in CRM and emphasizes the fact that CRM, ECRM, and Brand management are vital concepts systems that could enhance an organization’s revenue and increase the volume of valuable customers for the banking industry.

scholarly journals Measuring Customer Satisfaction When Dining at a Casual Restaurant: An Application of Kisang's Model

2020 ◽  
Vol 6 (2) ◽  
pp. 1
Author(s):  
Soomro Dr. Raheem Bux ◽  
Brohi Noor Ahmed ◽  
Memon Khair Muhammad ◽  
Gilal Rehman Gul
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Physical Environment ◽  
Perceived Value ◽  
Average Temperature ◽  
Environment Quality ◽  
Customer Perceived Value ◽  
Quality Dimensions

The culinary business is being increased rapidly in Pakistan. Usually, Pakistani consumers prefer to eat meals at homes cooked by female members owing to cultural, social and religious reason. In order to bridge up the gap in existing hospitality literature, the objective of this research manuscript is to find out the relation among dimensions of quality (food quality, service quality and quality of physical environment), customer satisfaction, restaurant image, behavioral intentions and customer perceived value in casual restaurants in Sukkur city. Data for this research study have been collected from customers of restaurants located in Sukkur city through convenience sampling. SPSS (24) and Smart PLS (3.0) versions were used for data analysis. Service quality dimensions of causal restaurant were found important determinants of the restaurant image and customer perceived value followed by physical environment and service quality; whereas, the physical environment quality was not found to be a significant factor of perceived value of customer. Additionally, food quality is measured as an important restaurant’s product. Another outcome of the present study exhibited that quality of physical environment holds a substantial positive effect on restaurant image. The findings indicate quality in food and service is highly important to satisfy customers and make their behavior positive about casual restaurant. Further, as an average temperature remains above 400 in Sukkur city, internal environment of the restaurant is significant as it will affect the mood and perception of customers when they dine in the casual restaurant.

scholarly journals Quality Perception of the 2012 World Indoor Athletics Championships

2016 ◽  
Vol 54 (1) ◽  
pp. 181-194 ◽  
Author(s):  
Kerem Yildirim Simsek
Keyword(s):  
Physical Environment ◽  
Demographic Data ◽  
Measurement Scale ◽  
Data Collection Tool ◽  
Spectator Sports ◽  
Quality Perception ◽  
Environment Quality ◽  
Relevant Finding ◽  
Demographic Features

AbstractThe objective of this study was to compare the views of spectators concerning the quality perception of the World Indoor Athletics Championships. The study group consisted of 568 spectators who watched the events. A measurement scale of event quality in spectator sports (SEQSS) developed by Ko et al. (2011) was used as a data collection tool in the study. In order to determine the views of the spectators concerning the quality of the Indoor Athletics Championships, the dimensions constituting the scale were compared according to the demographic features of the sample group. As a consequence, important differences in most of the dimensions of the scale were revealed with respect to the demographic data of the subjects. The most relevant finding of the study is that the dimension of “physical environment quality”, which is one of the dimensions constituting the event quality, differed significantly in all comparisons that were made according to demographic features.

Service Quality in Banks

2008 ◽  
pp. 16-32
Author(s):  
Carlo Gabriel Porto Bellini ◽  
Rita de Cássia de Faria Pereira
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship ◽  
International Banking ◽  
Strategic Decisions ◽  
Banking Service ◽  
Bank Executives ◽  
Definition Of ◽  
Financial Transactions

Quality in servicing customers is an important marketing construct for banks, but idiosyncrasies in the definition of service quality and customer satisfaction, as well as in adapting current instruments to measure them in the international banking industry, constitute major constraints to research and practice. This chapter conceptualizes the quality of banking services based on the perception of 11,936 customers of a major Brazilian bank. Five drivers of banking service quality are developed and argued to be a proxy for customer satisfaction: (1) business and financial transactions, (2) customer relationship, (3) information technology, (4) branch, and (5) image. The resultant framework is expected to serve bank executives when making strategic decisions on how to address the clientele.

scholarly journals Environmental Quality of Shrimp Ponds in The Coastal Region Of Brebes Regency

2018 ◽  
Vol 73 ◽  
pp. 04007
Author(s):  
Giri Bayuaji ◽  
Astrid Damayanti ◽  
Tuty Handayani
Keyword(s):  
Water Quality ◽  
Environmental Quality ◽  
Physical Environment ◽  
Field Survey ◽  
Coastal Region ◽  
Shrimp Farming ◽  
Shrimp Ponds ◽  
Environment Quality ◽  
Shrimp Production

The largest utilization of coastal areas in Brebes Regency is the shrimp farming ponds. Shrimp volume statistics until 2016 showed that shrimp production in Brebes tends to decrease. The decrease in shrimp production can be caused by disruption in the environmental quality from the surrounding activities. This study aims to analyze the causes of declining production based on the quality of the physical environment of shrimp ponds. The variables used are water quality values (Ph, Tds / Ec, and salino), vegetation values of ponds, and waste disposal values around ponds <1000m, 1000-2000m,> 2000m. The data used is a Quick Bird image as of 2015 to determine the area of shrimp ponds and results of field survey in February 2018 for water quality sampling and observation. The analytical method that is used is scoring and weighting. The grades of pond environment quality that are produced are Poor; Good; and Well. The results show that the subdistricts of Brebes and Wanasari have well environmental quality; Tanjung has good environmental quality; and environmental value of Bulakamba and Losari subdistricts have poor environmental quality. Environmental quality is strongly influenced by industrial activities, onion farming activities, and settlements. This environmental quality study can be utilized for the management of sustainable shrimp farming.

scholarly journals Digital Signature Verification System to Enhance Customer Services in the Banking Industry

2019 ◽  
Vol 8 (06) ◽  
pp. 24686-24692 ◽  
Author(s):  
Asogwa Tochukwu Chijindu ◽  
Ugwu Edith Angela ◽  
Aniekwe Steven
Keyword(s):  
Machine Learning ◽  
Financial Institutions ◽  
Digital Signature ◽  
Banking Industry ◽  
Training Image ◽  
Customer Relationship ◽  
Signature Verification ◽  
Verification System ◽  
Customer Services ◽  
And Training

Recently in most banks (especially in Africa), there exist various cases of banking staff denying services to customer due to signature differences. This has resulted to a lot of misunderstandings, insults, quarrels, and even losses to most financial institutions. This work presents digital signature verification system to enhance customer services in the banking industry, with the aim of improving the staff customer relationship within the banking domain. This will be developed using image acquisition tool, image processing tools and machine learning (clustering technique). The system will be implemented using mathlab as the software development too. The accuracy of 98% was recorded as the system was validated using a prepared testing and training image containing various real and forged signatures.

scholarly journals ENAM KEKUATAN LAYANAN JASA INTERNET BANKING: TINJAUAN DARI PERSEPSI NASABAH

2017 ◽  
Vol 13 (2) ◽  
pp. 86-98
Author(s):  
Ronny
Keyword(s):  
Communication Channel ◽  
Banking Industry ◽  
Internet Banking ◽  
Qualitative Approach ◽  
Customer Participation ◽  
Technology Infrastructure ◽  
Banking Services ◽  
Banking Service ◽  
Internet Banking Services

The banking problem studied is the kind of strength which is become the base of services in the field of internet banking. The study was conducted by analyzing the consumers perception in the 5 variables of service quality consist of security, reliability, responsiveness, physical ability, and collateral. As much as 10 informants who are users of internet banking of bank in Indonesia has been interviewed about their perceptions of the quality of internet banking services. This study uses qualitative approach. The analysis showed that there are 6 strength that underlies the quality of internet banking services namely communication, channel of customer participation, service facilities, human resources, technology infrastructure and norms. The sixth strength of the internet banking service is a dimension of strength to compete in the banking industry.   Masalah bank yang diteliti adalah kekuatan apa yang menjadi landasan layanan jasa di bidang internet banking. Penelitian dilakukan dengan menganalisis persepsi nasabah pada 5 variabel kualitas layanan yakni keamanan, keandalan, responsif, kemampuan fisik, dan jaminan. Sebanyak 10 informan yang merupakan pengguna internet banking dari bank di Indonesia telah diwawancarai mengenai persepsi mereka terhadap kualitas layanan internet banking. Penelitian ini menggunakan pendekatan kualitatif. Hasil analisis menunjukkan bahwa terdapat 6 kekuatan yang melandasi kualitas layanan jasa internet banking yakni komunikasi, saluran partisipasi nasabah, fasilitas layanan, sumber daya manusia, infrastruktur teknologi dan norma. Keenam kekuatan layanan internet banking tersebut merupakan dimensi kekuatan bersaing dalam industri perbankan.

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.

The Effect of e-Finance Service Quality on Bank Customers' Fintech e-Loyalty

2021 ◽  
pp. 231-248
Author(s):  
Wondwossen Jerene ◽  
Dhiraj Sharma
Keyword(s):  
Service Quality ◽  
Financial Institutions ◽  
Financial Services ◽  
Structural Equation ◽  
New Technologies ◽  
Banking Industry ◽  
Equation Model ◽  
Primary Data ◽  
Information Communication

The expansion of information communication technology (ICT) significantly influences organizations service delivering culture. The financial institutions, particularly the banking industry are one of the major sectors that invests large amount of capital for introducing new technologies. E-finance is one of the technology channels that bankers introduced to their customers to access financial services. Therefore, this study was aimed to study the effect of e-finance service quality on bank customers' fintech loyalty of using the e-finance services in future. Primary data was collected from 412 bank customers and it was analyzed using the structural equation model (SEM) through AMOS. The result revealed that both in normal operations of e-finance service and recovery services, the quality of service positively influences bank customers' satisfaction and their e-loyalty.

E – Banking, Service Quality and Customer Satisfaction in Selected Nigerian Banks

2018 ◽  
Vol 4 (2) ◽  
pp. 51-57
Author(s):  
Hindu J. Amin ◽  
Pauline E. Onyeukwu ◽  
Hope I. Osuagwu
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Banking Sector ◽  
Banking Industry ◽  
Positive Impact ◽  
Training And Development ◽  
Banking Service ◽  
The Relationship ◽  
Nigerian Banking

Electronic banking is an important tool for all banks to survive in the competitive Nigerian Banking Industry. This study examines the relationship between the quality of service and customer satisfaction in the e-banking era. A sample of 398 respondents was selected, out of the total number of 66,895 customer population. Structured questionnaires and interview were used in collecting the data. Descriptive statistics was adopted in analyzing the data from the respondents. The results revealed that there is a significant relationship between quality of service and customer satisfaction. The paper concludes that E-banking has a positive impact on the quality of service in the Nigerian banking sector, but not on customer satisfaction. The study suggests that staff training and development should be enhanced in the banking industry in order to render quality and timely services to their customers.

scholarly journals INVESTIGATING THE EFFECT OF CUSTOMER RELATIONS QUALITY AND PRODUCT EXCELLENCE ON MARKETING PERFORMANCE THROUGH PRODUCT COMPETITIVE ADVANTAGE (Empirical Study at PT Bank Mega, Tbk)

2019 ◽  
Vol 17 (2) ◽  
pp. 103
Author(s):  
Sekarani Yuteva Augustia ◽  
Susilo Toto Raharjo ◽  
Sutopo Sutopo
Keyword(s):  
Competitive Advantage ◽  
Structural Equation ◽  
Banking Industry ◽  
Value Added ◽  
Equation Model ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Future Research ◽  
Marketing Performance

In this highly competitive banking industry, every bank needs to create superior value for its customers. The ideal banking industry to improve the quality of customer relationships is a company that wants to optimize profits by closer (customer intimacy) and harmonious relationship with its customers. Thus, the value-added relationship marketing can be optimized in streamlining and streamlining costs to acquire new customers or retain old customers so that the cost and marketing efforts are not in vain and profits can be increased even more. This study specifically examines the effect of customer relationship quality and product excellence on the company's marketing performance through a competitive advantage in the banking industry. The industry that is used as a research object is PT Bank Mega, Tbk Regional Semarang. The analytical tool used in this study is the Structural Equation Model (SEM) of the AMOS statistical package. From the research results can be concluded that the quality of relationships influence and positive product superiority to marketing performance. While a competitive advantage does not have a positive effect on marketing performance. At the end of the discussion, the limitations of research and future research agenda can be used as a reference for further study or research.

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