scholarly journals Correlation Between Customer Relationship Management System Usage, Product Innovation, And Customer Satisfaction

2019 ◽  
Vol 11 (1) ◽  
pp. 23-32 ◽  
Author(s):  
Wouroud Elfarmawi
Keyword(s):  
Customer Satisfaction ◽  
Product Innovation ◽  
Customer Relationship ◽  
Medium Size ◽  
Line Managers ◽  
Crm System ◽  
Correlational Research ◽  
Top Managers ◽  
Ship Management ◽  
The Relationship

AbstractThis quantitative correlational research examined the correlations between customer relation-ship management (CRM) usage, product innovation, and customer satisfaction. The general problem was the lack of evidence indicating the use of CRM system as effective in improving small- to medi-um-size companies’ performance. Hence, the specific problem was to determine the beneficial use of a CRM system for customer satisfaction and product innovation. Data were gathered through sur-veymonkey.com. A total of 97 respondents were selected as sample from 10 small- to medium-size companies to answer the survey questions. Respondents were top managers, middle managers, and first-line managers of the selected organization. Statistics of the study were provided with the help of IBM Statistical Package for Social and Sciences version 23. The findings showed a strong correlation between the use of CRM system and customer satisfaction. They indicated the use of CRM system could improve the relationship with existing customers, could help attract prospective customers, and could win back former customers.

The relationship between customer satisfaction and customer relationship management system; a case study of Ghavamin Bank

2014 ◽  
Vol 46 (4) ◽  
pp. 220-227 ◽  
Author(s):  
Alireza Rezghi Rostami ◽  
Changiz Valmohammadi ◽  
Jahan Yousefpoor
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Capital City ◽  
Validity And Reliability ◽  
Statistical Population ◽  
Content Type ◽  
Crm System ◽  
The Relationship

Purpose – The purpose of this paper is to study the relationship between customer relationship management (CRM) system and customer satisfaction in branches of Ghavamin Bank in the capital city of Iran, Tehran. Design/methodology/approach – Based on the review of literature a questionnaire was designed. After the verification of its validity and reliability, the data were collected from statistical population, the customers of selected branches at Tehran city. The data were analyzed using inferential statistics and the SPSS software, and frequency distribution, distribution indexes, Pearson's correlation, and regression methods were also used. Findings – The results revealed that the four factors of CRM system, i.e. service quality, service characteristics, level of service access, and handling complaints have a positive effect on customer satisfaction in the surveyed branches of Ghavamin Bank. Research limitations/implications – The sample is restricted to only one city, so in generalizability of the obtained results caution should be taken. Originality/value – Given the ever growing importance of banking industry in Iran as a developing country, the results of this study could help policy makers of the surveyed bank to realize the importance of CRM's criteria and characteristics in increasing customer satisfaction.

Understanding the Relationship Between Customer Satisfaction, Customer Engagement and Repeat Purchase Behaviour

2021 ◽  
pp. 097226292199259
Author(s):  
Devika Rani Sharma ◽  
Balgopal Singh
Keyword(s):  
Customer Satisfaction ◽  
Relationship Building ◽  
Customer Relationship ◽  
Mediation Effect ◽  
Customer Engagement ◽  
Mediating Role ◽  
Repeat Purchase ◽  
Building Activities ◽  
The Relationship

Emergence of technology has not only boosted the growth of customer engagement but has also paved way for customers to become active co-creators with the firms. Customer engagement activities are taking over the customer relationship building activities in the present scenario. Customers’ experience with a particular brand has its impact on satisfaction levels and their repurchasing intention in future as well. According to Rosetta Consulting report an engaged customer is likely to buy 90% more frequently and may spend 300% more than other customers. Hence, the present has tried to understand the mediating role of satisfaction on customer engagement in retaining the customers or persuading the customers to repurchase. The results show that there exists a significant mediation effect of customer satisfaction in influencing their repeat purchase behaviour.

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 Knowledge Management Capabilities and Its Impact on Product Innovation in SME’s

2016 ◽  
Vol 9 (6) ◽  
pp. 76 ◽  
Author(s):  
Mahmoud Saleh Malkawi ◽  
As'ad H. Abu Rumman
Keyword(s):  
Knowledge Management ◽  
Product Innovation ◽  
Small And Medium Enterprises ◽  
Medium Size ◽  
Six Dimensions ◽  
Medium Enterprises ◽  
Knowledge Management Capabilities ◽  
Management Capabilities ◽  
The Impact ◽  
The Relationship

<p><strong>Purpose</strong>–This study aims to explore the impact of Knowledge Management Capabilities (KMC), captured by six dimensions, on product innovation in Information Technology (IT) Small and Medium Enterprises (SMEs).</p><p><strong>Design/methodology/approach</strong>– Survey data were collected from 300 managers in (45) IT SMEs located in Jordan. SPSS was employed to analyze the data.</p><p><strong>Findings</strong>–Two key findings emerged: first, among the six dimensions of KMC, only acquisition, sharing, application, and protection were found to be positively associated with products innovation, whereas knowledge creation and storing were not. Second, no significant differences were identified in employees' answers due to company size.</p><p><strong>Research limitations/implications</strong> – This study was restricted to small and medium size enterprises, and therefore, the findings of this study may not be generalized to large enterprises. Additionally, this study was confined to the Jordanian IT sector only, thus, the findings need to be interpreted with cautious as they may not be generalized to other sectors.</p><p><strong>Originality/value</strong> – this study advances our understanding of the nature of the relationship between knowledge and innovation.</p>

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.

scholarly journals Linking improvisational behavior to customer satisfaction: the relational dynamics

2019 ◽  
Vol 34 (6) ◽  
pp. 1183-1193 ◽  
Author(s):  
Magnus Hultman ◽  
Abena Animwaa Yeboah-Banin ◽  
Nathaniel Boso
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Relational Dynamics ◽  
Relational Context ◽  
Content Type ◽  
Customer Data ◽  
Proposed Model ◽  
The Relationship

Purpose Contemporary sales scholarship suggests that salespersons pursuing customer satisfaction should improvise (think and act on their feet) to find solutions to customers’ emergent problems. A missing link in this literature, however, is the relational context within which improvisation takes place and becomes effective. This study aims to examine how the tone of the salesperson–customer relationship (whether cordial or coercive) drives and conditions salesperson improvisation and its implications for customer satisfaction. Design/methodology/approach The study tests the proposed model using dyadic salesperson–customer data from business-to-business (B2B) markets in Ghana. The relationships are tested using structural equation modeling technique. Findings The study finds that salesperson improvisation is associated with customer satisfaction. It also finds the extent of cordiality between salespersons and their customers predicts but does not enhance the value of improvisation for customer satisfaction. The reverse is true for customer exercised coercive power which is not a significant driver of improvisation but can substantially alter its benefits for the worse. Practical implications By implication, salespersons should improvise more to be able to satisfy customers. However, such improvisation must be tempered with a consciousness of the relationship shared with customers and the level of power they exercise in the relationship. Originality/value Because improvised behavior deviates from routines and may be unsettling for customers, improvising salespersons must first understand whether their customers would be willing to accommodate such deviations. Yet, the literature is silent on this relational context surrounding improvisation. This study, by exploring facilitating and inhibitory relational variables implicated in improvisation, addresses this gap.

Customer Relationship Management (CRM) Implementation: Failures, Successes, And Lessons Learned

2018 ◽  
Vol 4 (04) ◽  
Author(s):  
Dileep Kumar Pagoti ◽  
Sajeev Thomson Mathew ◽  
Karthikeyan Manoharan
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Implementation Process ◽  
Lessons Learned ◽  
Customer Relationship ◽  
Management Technique ◽  
Crm System ◽  
The Relationship ◽  
A Company ◽  
Potential Customers

Our paper discusses an important strategic management technique called Customer Relationship Management (CRM) and talks about the successes and failures companies face while implementing this concept in their organization. Customer Relationship Management (CRM) is a technology used to build relationship between an organization and existing customers or potential customers. CRM system records information about customers, manages marketing campaigns, finds sales opportunities and stores information/ data of the customers. This makes it easy to satisfy the customers, improve the relationship with the customer, increase sales, and improve the organization’s profitability. Another important feature discussed in the paper is the Scope of CRM and what roles do various entities play in the success of maintaining positive relationships with customers. In addition to this, our paper also dives into the implementation process of CRM in a company and the various software used in the real world. We also venture into the positive and negative aspects of implementing CRM in your company and where you can go right or wrong. Prime examples of various companies facing success or failures are mentioned in detail to help understand the effects of CRM implementation.

scholarly journals Management of relationship between customer satisfaction and services in hotel industry in Prishtina

2017 ◽  
Vol 6 (2) ◽  
Author(s):  
Dr.Sc. Shpresa Reshidi ◽  
MSc. Adelina Zeqiri ◽  
MSc. Saranda Kajtazi
Keyword(s):  
Customer Satisfaction ◽  
Hotel Industry ◽  
Demographic Variables ◽  
Customer Relationship ◽  
Significant Relation ◽  
Scientific Publications ◽  
Paper Review ◽  
The Relationship ◽  
Self Administered Questionnaire ◽  
Contingency Test

Nowadays, when companies more and more are oriented towards the customer, it is important to make a research on customer satisfaction. This paper will describe the management of relationship between customer satisfaction and services in hotel industry in Pristina.In the first part of the paper, review of the literature of different authors, from books and scientific publications. From the literature we achieved to understand customer relationship management, customer satisfaction and relationship between services and customer satisfaction. The literature review helped us to successfully carry out research for understanding the relationship between customer satisfaction and services in hotel industry.The second part of the paper includes research conducted by collecting data through self-administered questionnaire. The survey was conducted in five hotels in Pristina, where respondents through the questionnaire have expressed satisfaction with the services of the hotel. The collected data are presented through different tables, amounting to an analysis of the reliability of variables, the correlation between them and testing hypotheses through multivariate regression and contingency test. From the findings, we concluded that the tangible aspect of the hotel services, the seriousness aspect of the hotel services, the responsiveness aspect of the hotel services and the empathy aspect of the hotel services have a significant relation with customer satisfaction. But, the demographic variables did not have any significant relation with the level of customer satisfaction with services.Finally, from the obtained results it was possible to draw conclusions and recommendations for future researchers in this area.

scholarly journals Relationship between Customer Satisfaction and Customer Attitude and Loyalty According to the Mediating Variable of Customer Trust (Case Study: Matin Abad Eco Camp)

2021 ◽  
Vol 3 (2) ◽  
pp. p1
Author(s):  
Mohammadali Shahbandi ◽  
Hessameddin Farrokhshad
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Simple Random Sampling ◽  
Structural Equations ◽  
Mediating Role ◽  
Correlational Research ◽  
Study Population ◽  
Customer Attitude ◽  
Customer Trust ◽  
The Relationship

The overall purpose of this study was to investigate the relationship between customer satisfaction and customer attitude and loyalty with respect to the mediating variable of customer trust. This research is applied research in terms of purpose and descriptive correlational research in nature and method. This study’s study population is all people who have used or are using Matin Abad Eco Camp. The number of samples was determined based on the Krejcie and Morgan sampling table equal to 120 people selected by a simple random sampling method. To collect information from standard questionnaires of customer satisfaction, attitude, customer loyalty, and customer trust in a 5-point Likert scale have been used. Cronbach’s alpha was used for its reliability, and the obtained numbers indicate the appropriate reliability of the questionnaires. SPSS 24 software and PLS structural equations were used for data analysis. The results indicate that customer satisfaction is related to customer attitude, customer loyalty, and customer trust. Customer trust is related to customer attitude and customer loyalty. The results also showed that customer trust has a mediating role in establishing the relationship between customer satisfaction with customer attitude, and customer loyalty.

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