scholarly journals Supply Chain Management Practices and Manufacturing Firms Performance: Professionals’ Experience in Nigeria

2021 ◽  
Vol 18 (2) ◽  
pp. 28-40
Author(s):  
Sulaimon Olanrewaju Adebiyi ◽  
Adeyemi Sulaiman Adediran ◽  
Abideen Olayinka Shodiya ◽  
Taiwo Olusola
Keyword(s):  
Customer Relationship Management ◽  
Material Flow ◽  
Relationship Management ◽  
Manufacturing Firms ◽  
Customer Relationship ◽  
Path Coefficient ◽  
Flow Management ◽  
Manufacturing Efficiency ◽  
Participative Design ◽  
Positive Effect

Abstract Research purpose. The study aims at establishing how supply chain management (SCM) activities of manufacturing firms influence their performance optimally. Design/Methodology/Approach. The research design adopted for the study is the survey research design; this is because we were interested in gathering information from a selected strategic fraction of a target population as it is not possible to meet them all. A structured questionnaire was used to collect data from two hundred and twenty-seven (227) professionals from the five selected manufacturing firms in Lagos. The data were analyzed by the structural equation modelling (SEM) technique to ascertain the causal effect of the latent exogenous variables on the latent endogenous variables in the study. Findings. Based on the results of the SEM adopted in testing the research hypotheses, strategic partnership has a statistically significant positive effect on customer satisfaction of manufacturing firms. Customer relationship management was revealed to have a positive effect on firm performance from the path analysis. This is substantiated by the path coefficient (0.35) of customer relationship management on performance proxied by customer satisfaction. However, information sharing has a weak positive effect on performance proxied by manufacturing efficiency. This is substantiated by the path coefficient (0.11) of information sharing on performance though the effect is not significant as p>0.05 and CR<1.96. Material flow management has a positive effect on performance proxied by manufacturing efficiency. This is substantiated by the path coefficient (0.30) of material flow management on firm performance. There is a positive effect of lean production on performance proxied by innovation performance. This is substantiated by the path coefficient (0.25) of lean production on performance. Finally, participative design/engineering was revealed to have a positive effect on performance proxied by innovation performance. This is substantiated by the path coefficient (0.23) of participative design/engineering on performance. Originality/Value/Practical implications. This paper demonstrates that a higher degree of acceptance, application, and enhancement in SCM methods would directly increase the performance of manufacturing firms, especially in third world countries.

scholarly journals CREATING SUSTAINABLE COMPETITIVE ADVANTAGE IN BANKING THROUGH TECHNOLOGY, CUSTOMER RELATIONSHIP MANAGEMENT AND INTERNAL MARKERTING

2017 ◽  
Vol 1 (1) ◽  
pp. 74
Author(s):  
Lilian Achieng Onyango ◽  
Dr. Paul Katuse
Keyword(s):  
Information Technology ◽  
Data Analysis ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Descriptive Statistics ◽  
Customer Relationship ◽  
Sustainable Competitive Advantage ◽  
Significant Positive Effect ◽  
Positive Effect

Purpose: The purpose of the study was to establish the need of creating sustainable competitive advantage in banking through technology, customer relationship management and internal marketing.Methodology: The research was carried out through an explanatory research. The target population of the study was 3,193 employees of the Co-op Bank. A sample of 68 employees spread across the bank was selected. The researcher used descriptive and inferential statistics in this study.  The study used primary data. The study used a questionnaire as the preferred data collection tool. This study used the quantitative method of data analysis which included inferential and descriptive statistics. Descriptive statistics included frequencies and measures of tendency mainly means and frequencies. Inferential statistics included correlation analysis. The tool for data analysis was Statistical Package for Social Sciences (SPSS) version 17 program. The results were presented using tables and pie charts to give a clear picture of the research findings.Results: The findings indicated that information technology has significant positive effect on competitive advantage. The findings also showed that customer relationship management (CRM) has a significant positive effect on competitive advantage of banks. The findings further implied that internal marketing has a significant effect on competitive advantage. Further the findings implied that information technology has significant positive effect on competitive advantage.Unique contribution to theory, practice and policy: Following study results, it was recommended that investment in Information technology be emphasized in the banks as it has an effect on the overall achievement of competitive advantage. The study also recommended that banks should emphasize customer relationship by investing in a customer relationship management system. It was further recommended that employees are central to an effective CRM and as such firms must manage its relationships with their employees if they have any hope of fully serving customer needs and that this is especially important in firms where employees are the eyes of customers.

A Study towards the Relation of Customer Relationship Management Customer Benefits and Customer Satisfaction

2015 ◽  
pp. 1268-1287
Author(s):  
Nastaran Mohammadhossein ◽  
Mohammad Nazir Ahmad ◽  
Nor Hidayati Zakaria ◽  
Shidrokh Goudarzi
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Segmentation ◽  
Customer Relationship ◽  
Integration Time ◽  
Time Saving ◽  
Marketing Performance ◽  
Proposed Model ◽  
Positive Effect

The purpose of this study is to investigate the efficacy of customer relationship management (CRM) benefits for customers in relation to customer satisfaction. A model has been developed and empirically tested through survey data collected from 150 customers of three Malaysian companies. The results indicate that the benefits of CRM for customers have had a significant positive effect on their satisfaction in marketing companies. Personalized service, responsiveness to customer's needs, customer segmentation, customization of marketing, multichannel integration, time-saving and improving customer knowledge are the benefits that we proposed would affect customer satisfaction in order to significantly improve marketing performance. Additionally, the results reveal that all the benefits found, with the exception of time-saving, enhanced customer satisfaction. This paper contributes to the existing literature by incorporating the benefits of CRM for customers and the relationships of these benefits with their satisfaction in the proposed model.

The Role of Brand Loyalty on CRM Performance

2015 ◽  
pp. 413-446 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Brand Loyalty ◽  
Customer Value ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Performance ◽  
Business Goals ◽  
Positive Effect

This chapter introduces the framework and causal model of customer value, customer satisfaction, brand loyalty, and customer relationship management performance in terms of the innovative manufacturing and marketing solutions. It argues that dimensions of customer value, customer satisfaction, and brand loyalty have mediated positive effect on customer relationship management performance. Furthermore, brand loyalty positively mediates the relationships between customer value and customer relationship management performance and between customer satisfaction and customer relationship management performance. Customer value is positively correlated with customer satisfaction. Understanding the theoretical learning is beneficial for organizations aiming to increase customer relationship management performance and achieve business goals.

scholarly journals Consumer Relationship Management and Its Effect On Organizational Performance Within the Telecommunication Industry of Ghana

2019 ◽  
Vol 4 (6) ◽  
Author(s):  
Leslie Ofoe Amegavie ◽  
Naa Morkor Dzormo Mensah ◽  
Afako Jephthah Kwame
Keyword(s):  
Linear Regression ◽  
Organizational Performance ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Telecommunication Industry ◽  
Significant Finding ◽  
Area Of Interest ◽  
Strong Disagreement ◽  
Positive Effect

Customer relationship management (CRM) is a practice which is being adopted by many industries because businesses are shifting from being profit oriented to customer oriented. Recently, CRM has been an area of interest for researchers thus; it has yielded a significant number of studies.  However, results are often unclear and this may be attributed to the strong disagreement regarding the exact domain of CRM (Rigby, Reichheld, and Schefter, 2002). It is on these grounds that this study was conducted to contribute to existing literature on CRM and its effects on performance in the telecommunication industry of Ghana. Some explanations are made on the role and relationship between CRM and Organizational Performance. The study is quantitative in nature and a linear regression model was used to assess the effect CRM has on Organizational Performance. A significant finding made from the study was that CRM if well implemented has a positive effect on the performance of an organization. An important recommendation made is, industries should improve on their CRM practices since it improves their Organizational Performance.  

scholarly journals Analisis pengaruh kualitas layanan, corporate image, dan customer relationship management terhadap loyalitas nasabah dengan kepuasan nasabah sebagai variabel intervening

2021 ◽  
Vol 1 (1) ◽  
pp. 37-51
Author(s):  
Krisna Issri Kuswandarini ◽  
Arna Asna Annisa
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Corporate Image ◽  
Customer Relationship ◽  
Primary Data ◽  
Branch Office ◽  
Positive Effect

This study aims to determine and analyze the influence of service quality, corporate image, and customer relationship management (CRM) on customer loyalty with customer satisfaction as an intervening variable (study at Bank Syariah Indonesia branch office Semarang). This research is a quantitative research using primary data. The analysis method uses a path analysis approach. The test results show that service quality, customer relationship management, and satisfaction positively affect loyalty. The corporate image does not affect loyalty. Service quality and corporate image have no positive effect on satisfaction. Customer relationship management has a positive effect on satisfaction. Path analysis test shows that the satisfaction variable acts as a mediation between the influence of service quality, corporate image, customer relationship management on customer loyalty at bank BSI branch office Semarang.

scholarly journals INFLUENCE OF CUSTOMER RELATIONSHIP MANAGEMENT ON PERFORMANCE OF MANUFACTURING FIRMS IN KENYA

2021 ◽  
Vol 6 (1) ◽  
pp. 14-28
Author(s):  
Fatuma Rajab ◽  
Patrick Ngugi ◽  
David Kiarie
Keyword(s):  
Performance Management ◽  
Social Exchange ◽  
Customer Relationship Management ◽  
Lead Time ◽  
Relationship Management ◽  
Manufacturing Firms ◽  
Customer Relationship ◽  
Unique Contribution ◽  
Manufacturing Companies ◽  
Equal Chance

Purpose: The study sought to determine the influence of customer relationship management on performance of manufacturing firms in Kenya. Methodology: This study employed descriptive research design. The targeted population of this study was comprised of 499 manufacturing companies which are all located in Nairobi and its environs. In order to come up with a representative sample, stratified random sampling method was used since the population is heterogeneous. The stratified technique ensured that each sector in the target population has an equal chance of being selected. There were 217 respondents sampled from the 499 manufacturing firms out of 217,180 respondents returned the questionnaires for analysis. The study adopted a descriptive survey design. Data was collected using self-administered questionnaires which were tested for validity and reliability using 10% of the total sample respondents. Quantitative data was analyzed using both descriptive and inferential statistics and with the help of SPSS version 23 while qualitative data was analyzed descriptively. Linear and multiple regression models were used to show the relationship between the dependent variable and the independent variables. The information was presented using tables, charts, frequencies, percentages and graphs. Findings: The study established that there exists a positive influence of customer relations management on performance management of manufacturing firms in Kenya at 5% level of significant (β=0.595, P<0.05). This indicates that as customer relationship management increases to certain level then performance of manufacturing firms in Kenya also increases significantly and vice-versa Unique contribution to theory, practice and policy: The study recommends that the government of Kenya should create awareness of their policies through training of the key stakeholders for this organization. Customer relationship management requires to improve on quality production and lead time, manufacturing firms must also improve their customer relationship management. Since the quality of the products has not significantly improved for the last 5 years, more strategies must be put in place to incorporate technology which will aid to improve the quality and also maintain required lead time in these organizations. The study was guided by Social Exchange Theory which was beneficial in explaining the influence of customer relationship management and performance of manufacturing firms.

The Role of Brand Loyalty on CRM Performance

2014 ◽  
pp. 252-284 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Brand Loyalty ◽  
Customer Value ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Performance ◽  
Business Goals ◽  
Positive Effect

This chapter introduces the framework and causal model of customer value, customer satisfaction, brand loyalty, and customer relationship management performance in terms of the innovative manufacturing and marketing solutions. It argues that dimensions of customer value, customer satisfaction, and brand loyalty have mediated positive effect on customer relationship management performance. Furthermore, brand loyalty positively mediates the relationships between customer value and customer relationship management performance and between customer satisfaction and customer relationship management performance. Customer value is positively correlated with customer satisfaction. Understanding the theoretical learning is beneficial for organizations aiming to increase customer relationship management performance and achieve business goals.

scholarly journals EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT AND PRODUCT INNOVATION OF LOYALTY AND SATISFACTION OF BANK JAWA BARAT (BJB) PRECIOUS CUSTOMERS

2020 ◽  
Vol 2 (1) ◽  
pp. 50-64
Author(s):  
R.Rista Nurshinta Dewi ◽  
Bambang Sudaryana
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Product Innovation ◽  
Relationship Management ◽  
Business Environment ◽  
Customer Relationship ◽  
Variable Effect ◽  
Independent Variable ◽  
Variable Influence ◽  
Positive Effect

One strategy to succeed in competition in a turbulent business environment requires a market-oriented marketing strategy that can anticipate customer desires. This research was conducted with the aim to obtain evidence or facts empirically that explain the direct influence of the independent variable Effect of Relationship Management and Product Innovation on customer loyalty and satisfaction of Precious BJB Customers. The research method used in this study is a quantitative method. Data analysis was performed using multiple linear regression. The population in this study was 533 members / BJB precious customers. The sample in this study using the Slovin formula amounted to 290 people. The results showed that the variable Influence of Relationship Management and Product Innovation had a positive effect on the Loyalty and Customer Satisfaction of BJB Precious.

Dimensions of CRM Effectiveness and its Effect on Relationship Quality

2012 ◽  
Vol 3 (1) ◽  
pp. 1-17 ◽  
Author(s):  
C. J. Padmavathy ◽  
V. Sivakumar
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Effectiveness ◽  
Four Dimensions ◽  
Customer Commitment ◽  
Customer Trust ◽  
Technology Focus ◽  
Positive Effect

Despite numerous studies in customer relationship management (CRM), research into CRM effectiveness is limited. The purpose of this study is to first identify the dimensions of customer relationship management effectiveness (CRME) and then investigate the effect of CRME dimensions on customer satisfaction, customer trust and customer commitment. Based on a sample of 458 Indian retail bank customers, the study has identified four dimensions of CRME, namely, reliability, process focus, customer focus and technology focus. It is found that CRME dimensions positively influence customer satisfaction; customer satisfaction positively affects customer trust and customer trust has positive effect on customer commitment. The study findings imply bank mangers that orchestration of all the four dimensions will increase the effectiveness of CRM practices and foster in enduring relationship with customers.

scholarly journals Penerapan Customer Relationship Management Melalui Media Sosial Terhadap Kinerja Bisnis : Kompetensi Sosial Sebagai Variabel Moderasi

2021 ◽  
Vol 3 (3) ◽  
pp. 805
Author(s):  
Marshel Erastus Hariyanto ◽  
Lydiawati Soelaiman
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Business Performance ◽  
Relationship Management ◽  
Social Competency ◽  
Customer Relationship ◽  
Probability Sampling ◽  
Descriptive Research ◽  
Use Of Social Media ◽  
Positive Effect

The purpose of this study was to determine whether there is a positive effect on the use of social media for Customer Relationship Management (CRM) as an independent variable and social competency as a moderating variable on the business performance of MSMEs in Jakarta. The research design used is descriptive research, the sample used in this study non-probability sampling. This study collect data by distributing questionnaires to 42 MSMEs in Jakarta, the results of this study indicate that the use of social media for CRM has a positive and significant effect on business performance, social competency has a positive effect on business performance and social competency is unable to moderate the effect of the use of social media for CRM on business performance.Tujuan dari penelitian ini adalah untuk mengetahui apakah terdapat pengaruh positif penggunaan media sosial untuk Customer Relationship Management (CRM) sebagai variabel independen dan kompetensi sosial sebagai variabel moderasi terhadap kinerja bisnis UMKM di Jakarta. Desain penelitian yang digunakan yaitu penelitian deskriptif, sampel yang digunakan pada penelitian ini yaitu non-probability sampling. Penelitian ini mengumpulkan data dengan menyebar kuesioner kepada 42 UMKM yang ada di Jakarta, hasil dari penelitian ini menunjukkan bahwa penggunaan media sosial untuk CRM berpengaruh positif dan signifikan terhadap kinerja bisnis, kompetensi sosial berpengaruh positif terhadap kinerja bisnis dan kompetensi sosial tidak mampu memoderasi pengaruh penggunaan media sosial untuk CRM terhadap kinerja bisnis.

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