scholarly journals The Moderation Effect of External Environment Turbulence in Tourism Sector: Comparative Analysis of Pakistan & Thailand

2018 ◽  
pp. 672-684
Keyword(s):  
Environmental Factors ◽  
Structural Equation ◽  
Business Performance ◽  
Tourism Industry ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Military Operations ◽  
Moderation Effect ◽  
Business Innovation ◽  
Tourism Sector

Tourism sector in Pakistan is facing a situation of severe crisis, plagued by poor management, lack of infrastructure, weak and ineffective policy and implementation. The looming cloud of terrorism has further diminished the role the sector could play in the country and the region’s development. Recent military operations against terrorist elements and the inauguration of China Pakistan Economic Corridor (CPEC) are being hailed as a new phase, bringing more opportunities for business. However, it may also bring new challenges to the existing industry as well. The Thailand tourism industry faced similar kind of situation but it sailed out. The current research paper examined the moderating effect of external environmental factors and relationship of Customer Relationship Management Effectiveness (CRMe) with business performance and business innovation. A sample of 382 respondents was selected. The respondents belonged to Tourism sector in Pakistan and Thailand. The responses were tested and analyzed using Structural Equation Modeling in AMOS. It was observed that Technological Turbulence, Market Turbulence and Competitive Intensity significantly moderate the relation of CRMe with business innovation and business performance. This study is significant as it highlights the importance of external environmental factors for business performance and innovation Vis a Vis the effectiveness of an organization’s CRM capability. Results of this study hold significant implications for policy makers and stake holders.

scholarly journals E-commerce applications in the tourism industry: A Tanzania case study

2015 ◽  
Vol 46 (4) ◽  
pp. 53-64 ◽  
Author(s):  
B-Y. Chang ◽  
M. J. Magobe ◽  
Y. B. Kim
Keyword(s):  
Customer Service ◽  
Value Chain ◽  
Structural Equation ◽  
Business Performance ◽  
Positive Impact ◽  
Tourism Industry ◽  
Equation Modeling ◽  
Customer Base ◽  
Tourism Sector ◽  
The Government

Tourism which is regarded as information intensive sector is the mostly affected sector by technology revolution and its traditional trading structures have been totally changed. The adoption and use of e-commerce in tourism sector is regarded as a tool to widen market reach and improve efficiency and effectiveness of business operations. The degree of impact of e-commerce use on business performance depends on the intensity of its usage in organization’s key value-chain activities. However, the intensity of e-commerce use is influenced by technological, organizational and environmental (TOE) contextual factors. Based on TOE model and the existing literature on post-adoption use of e-commerce, a set of factors that affect the intensity of e-commerce use in Tanzanian tourism sector was identified. A survey was conducted with 181Tanzanian tourism firms that have already adopted e-commerce and structural equation modeling (SEM) was used to analyze the data. The findings indicated that the scope of e-commerce use has a positive impact on business performance in terms of improved internal processes, competitive position, customer service delivery, overall business performance and increased customer base. The scope of e-commerce use is affected positively by pressure intensity and perceived benefits and negatively by barriers to e-commerce use. The findings have highlighted key areas that require immediate actions from both the government and private sector in order to promote a successful growth of e commerce in the country.

scholarly journals Can Customer Relationship Management Create Customer Agility and Superior Firms’ Performance?

2021 ◽  
Vol 22 (1) ◽  
pp. 175-193
Author(s):  
Vu Minh Ngo ◽  
Hieu Minh Vu
Keyword(s):  
Financial Performance ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Small And Medium Enterprises ◽  
Relationship Management ◽  
Tourism Industry ◽  
Partial Least Square ◽  
Least Square ◽  
Customer Relationship ◽  
Equation Modeling

The growing importance of Customer relationship management (CRM) and agility in any business are universally accepted and extensively investigated in different disciplines. However, lacking empirical evidence for the suggested theoretical framework of agility and their interrelationships with CRM and superior’s financial performance hinders its application in the practices. Thus, this study attempted to address this issue by drawing on the Resource-Advantage theory of sustainable competitive advantages to examine a mechanism through which CRM implementation can generate sustainable competitive and achieve superior financial performance using the Vietnamese tourism industry context. The framework was tested on data collected from 231 Small and Medium Enterprises (SMEs) using Partial Least Square Structural Equation Modeling (PLS-SEM). Findings suggested that different types of CRM processes do not equally influence customer agility, and not all attributes of customer agility exert positive impacts on firms’ performance as well. Also, CRM performance measurement systems were found to moderate these effects positively and substantially. Several practical implications were also derived from the research findings.

scholarly journals The Relationship between CRM Strategy and Customer Satisfaction in Rice Business in North-Eastern Thailand

2021 ◽  
Vol 56 (2) ◽  
pp. 430-442
Author(s):  
Chayanan Kerdpitak
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Structural Equation ◽  
Business Performance ◽  
Primary Objective ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Research Approach ◽  
Customer Data ◽  
North Eastern

A combination of strategies, practices, and technologies to analyze and manage customer data and interaction throughout the customer lifecycle by the organizations is known as customer relationship management (CRM). The primary objective of CRM is to enhance customer retention, increase customer service relationships, and boost sales growth. According to the current study, CRM strategy, or the organizations involved in the rice business, directly impact customer satisfaction and business performance, particularly in North Eastern Thailand. CRM strategies, such as sales, feedback, marketing, and support, positively impact customer satisfaction and business performance. Hence, this research was carried out to investigate a fundamental factor influencing the business performance of rice production in the northeast of Thailand. The conceptual framework was developed from the competitive advantage theory of business organizations and other contemporaneous research in rice business performance. Accordingly, the study considered the importance of sales, marketing, support, feedback, and customer satisfaction employing a quantitative research approach. A questionnaire was used for data collection from 420 managers of the rice business of community enterprises in Northeastern Thailand. Finally, data were analyzed using structural equation modeling (SEM) to examine the actual rice business performance of the organizations studied through all operational links in the CRM. It is concluded that increased sales, feedback, marketing, and sales increase customer satisfaction and the concerned organizations’ business performance. The current study is an excellent contribution for the practitioners to improve their business performance.

scholarly journals THE EFFECT OF CORPORATE REPUTATION AND SUSTAINABLE INNOVATION STRATEGY ON BUSINESS PERFORMANCE IN AUTOMOTIVE COMPANIES

2019 ◽  
Vol 18 (1) ◽  
pp. 65
Author(s):  
Siti Maemunah
Keyword(s):  
Structural Equation ◽  
Business Performance ◽  
Sem Analysis ◽  
Customer Relationship ◽  
Innovation Strategy ◽  
Equation Modeling ◽  
Sustainable Innovation ◽  
Company Reputation ◽  
Customer Trust ◽  
Analyze Data

<p>This study aims to determine the effect of company reputation and sustainable innovation strategies on business performance in automotive industry companies in Jakarta. Data obtained by distributing questionnaires to 270 respondents. From 270 data collected, all of them can be analyzed. To analyze data using structural equation modeling (SEM) analysis tools. The results of this study prove that business performance is influenced positively and significantly by the company's reputation and innovation strategy. Business performance is most strongly influenced by the innovation strategy. The limitation of this study was only in Jakarta and four car brands. Further research can be developed with different industries and is expected to add variables that can affect business performance in automotive companies such as customer satisfaction, customer trust and customer relationship management and organizational learning.</p>

scholarly journals Marketing Investigation: Customer Relationship Management and Innovation to Improve Competitive Advantage and Business Performance

2021 ◽  
Vol 9 (4) ◽  
pp. 430-438
Author(s):  
Rita Indah Mustikowati ◽  
Endi Sarwoko ◽  
Mohammad Arief ◽  
Iva Nurdiana Nurfarida
Keyword(s):  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Business Performance ◽  
Relationship Management ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Retail Business ◽  
Analysis Technique

The purpose of this study is to analyze the relationship between customer relationship management (CRM) and competitive advantage and to analyze the role of innovation capabilities in mediating CRM with a competitive advantage. In addition, it examines the role of competitive advantage on retail business performance. The study was conducted on retail companies in Indonesia using a quantitative approach, and responses from 255 retail owners/managers were obtained via the random sampling method. The analysis technique used is structural equation modeling (SEM) using SmartPLS software. The research findings reveal that retail competitive advantage can be achieved through the implementation of customer-oriented CRM. CRM is also able to support innovation capabilities, which will further increase competitive advantage. It is important for retail companies to strengthen the implementation of customer relationship management in order to achieve business performance because CRM is proven to increase the ability of innovation and competitive advantage of retail companies. Research on a broader type of company is needed to provide a better level of generalization.

UMKM Naik Kelas: Mengkonstruksi Sebuah Desain Faktor Determinant Berluaran Perkembangan Usaha (Studi pada UMKM di Kota Semarang)

2020 ◽  
Vol 29 (1) ◽  
pp. 1-13
Author(s):  
Rauly Sijabat
Keyword(s):  
Environmental Factors ◽  
Structural Equation ◽  
Business Performance ◽  
Organizational Factors ◽  
Empirical Models ◽  
Business Development ◽  
Equation Modeling ◽  
Test Results ◽  
Personal Factors ◽  
Asian Countries

UMKM is recognized as having an important role as an economic buffer through its contribution to national GDP and unemployment reduction. However, the acknowledgment, the reality is not linear with improving business performance and the development of the UMKM business itself. Even though it has contributed greatly, its performance and development still cannot compete with MSMEs in other Asian countries. This phenomenon encourages a study to empirically model determinant factors that influence the development of MSME businesses. The result is an empirical model of business development that is explained by business performance, entrepreneurial competence, personal factors, organizational factors and environmental factors. To meet the data needs of these variables, interviews were conducted using a questionnaire. Testing empirical models and hypotheses through the research data obtained was carried out using the Structural Equation Modeling (SEM) approach. The findings from the test results are that business development is explained by business performance. While business performance is determined by entrepreneurial competence, personal factors and environmental factors. Organizational factors cannot be proven in this study.

scholarly journals Antecedent and consequences of organizational identification: a study in the tourism sector of Sikkim

2019 ◽  
Vol 5 (1) ◽  
Author(s):  
Deepak Subba
Keyword(s):  
Factor Analysis ◽  
Organizational Behavior ◽  
Social Identity Theory ◽  
Organizational Support ◽  
Organizational Identification ◽  
Structural Equation ◽  
Tourism Industry ◽  
Equation Modeling ◽  
Tourism Sector ◽  
Confirmatory Factor

AbstractOrganizational identification has been identified as an important construct in behavioral research. It has been viewed from different perspectives such as marketing, organizational behavior, human resource management, and psychology. This study is conducted in organizational behavior context among the employees of tourism industry in Sikkim and gave some important contribution which can be useful to researchers and practitioners. With the application of social identity theory, the study investigated the antecedent and consequences of organizational identification. To test the research model, self-reports of 246 respondents are used and for analyzing data explorative factor analysis, confirmatory factor analysis and structural equation modeling were applied. Findings of the study suggested that perceived organizational support emerged as an antecedent of organizational identification, whereas job satisfaction and knowledge sharing behavior emerged as consequences of organizational identification.

scholarly journals DOES INTERNET MARKETING FACTORS WITH ISLAMIC VALUE IMPROVE SMEs PERFORMANCE?

2019 ◽  
Vol 5 (4) ◽  
pp. 807-828 ◽  
Author(s):  
Rizaldi Yusfiarto ◽  
Galuh Tri Pambekti
Keyword(s):  
Business Strategy ◽  
Structural Equation ◽  
Business Performance ◽  
Consumer Preferences ◽  
Internet Marketing ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Business Units ◽  
The Right ◽  
Small And Medium Business

Internet marketing is seen as the right business strategy for small and medium business enterprises in the current revolutionary era. This study aims to determine the effect of factors in internet marketing in order to improve business performance of small and medium business units using the islamic perspective. This research was analyzed using the structural equation modeling (SEM) approach. Research project was carried out by utilizing the internet marketer community in Java Indonesia, with a sample of 245 business units according to the desired criteria. Research results can be analyzed that the hypothesis in this study as a whole is accepted,so that it can be concluded that a business strategy uses combination of internet marketing aspects and Islamic values can be a improve SMEs performance . Especially in aspects of building consumer trust, categorizing consumer preferences specifically, producing broad customer relationship solutions, and the ability of SMEs to expand the range of business functions that focus on the customer, so the customer growth achieved can be utilized in improving the overall performance on SMEs.

Motivating and Retaining Festival Patronage

2020 ◽  
Vol 24 (4) ◽  
pp. 447-461
Author(s):  
Michelle (Myongjee) Yoo ◽  
Miranda Kitterlin-Lynch ◽  
Bomin Kim
Keyword(s):  
Structural Equation ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Organization And Management ◽  
Customer Relationship Marketing ◽  
Study Results ◽  
And Behavior ◽  
The Relationship ◽  
Self Administered Questionnaire ◽  
Theoretical Foundations

Globally, festivals and host communities face increased competition each year from one another and from the myriad of alternate entertainment options. To remain competitive, festival organizers must fully understand what keeps festival attendees coming back year after year. Festivalscape has been an emerging concept of value in this arena, and previous studies have found that festivalscape has an effect on the attendees' emotion and behavior that influences their overall perceived value of the festival. The purpose of this study is to examine the relationship between festivalscape and the attendees' motivation, satisfaction, and loyalty. A self-administered questionnaire was developed and a structural equation modeling (SEM) was employed to test the proposed hypotheses. Study results support the hypotheses, indicating the importance of using festivalscape factors for festival organization and management and effective customer relationship marketing. Further, this study provides academic contributions to theoretical foundations by confirming the effects of these factors. This study also provides practical implications for managing festivals effectively and successfully.

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