scholarly journals An Empirical Study on CRM Practices and Customer Loyalty with Reference to BSNL

2019 ◽  
Vol 7 (4) ◽  
pp. 13-19
Author(s):  
K Chandra Sekhar ◽  
P Malyadri
Keyword(s):  
Customer Loyalty ◽  
Service Sector ◽  
Equation Model ◽  
Vital Role ◽  
Customer Relationship ◽  
Primary Data ◽  
Bivariate Correlation ◽  
Structure Equation Model ◽  
Telecom Sector ◽  
The Impact

The customer relationship management is playing vital role in engaging the customer in a competitive world especially in service sector. The present study has made an attempt to examine the CRM practices impact on the customer loyalty. The study has considered the BSNL as the sampling telecom company. The study adopted the convenient sampling method to collect the primary data. The study framed the two objectives and applied the various statistical tools. The study has considered the bivariate correlation to know the CRM practices relationship with the customer loyalty and the result indicated significant relation exists. The structure equation model has been applied and the result reveals that the impact of CRM practices on the customer loyalty has been observed. The study indicated that the service quality and brand image are having the significant effect on the loyalty of the customer in telecom sector (BSNL). This paper is useful to the telecom companies, TRAI and academic researchers.

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.

Test of Mediation and Moderation between Employee Empathy and Customers’ Advocacy

2020 ◽  
Author(s):  
Sajjad Ahmad Afridi ◽  
Asad Shahjehan ◽  
Maqsood Haider ◽  
Dr Uzma Munawar
Keyword(s):  
Factor Analysis ◽  
Customer Loyalty ◽  
Service Sector ◽  
Mediating Effect ◽  
First Line ◽  
Private Hospitals ◽  
Proposed Model ◽  
Confirmatory Factor ◽  
The Impact ◽  
Significant Moderator

This study examined the impact of employee empathy on customers’ advocacy directly and indirectly through customers’ loyalty. Moreover, the interacting effect of customers’ trust was verified between the association of customers’ loyalty and advocacy. The attributes of the proposed model were examined in the context of first line employee and patients’ interactions. A total of 220 responses were collected for analysis from the private hospitals of Peshawar. The model fitness was confirmed through confirmatory factor analysis and hypotheses were examined. Findings confirmed the positive and significant impact of employee empathy on customers’ advocacy. Further, the mediating effect was examined and found that loyalty partially mediates employee empathy and customers’ advocacy. Additionally, trust was found a significant moderator between the association of customer loyalty and advocacy. Furthermore, findings revealed that trust based loyalty significantly and positively mediates employee empathy and customers’ advocacy. Findings of the present study provide understanding for the service sector, particularly in healthcare, to enhance customers’ loyalty, advocacy, and trust through service employee’s empathic aptitude. Keywords: Employee empathy, Service Eco-system, Customers’ Loyalty, Customers’ Advocacy, Trust-Based Loyalty, Healthcare, S-D Logic

scholarly journals Customer Satisfaction and Customer Loyalty: Leading Super Markets in Jaffna District, Sri Lanka

2017 ◽  
Vol 8 (2) ◽  
pp. 67
Author(s):  
Kumaradeepan V. ◽  
Pathmini, M G S
Keyword(s):  
Social Sciences ◽  
Regression Analysis ◽  
Sri Lanka ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Quantitative Method ◽  
Sampling Technique ◽  
Primary Data ◽  
The Impact

The topic of the research is Customer Satisfaction (CS) and Customer Loyalty (CL); special reference to the leading supermarkets in Jaffna. The objective of the research is to identify the impact of Customer Satisfaction on Customer Loyalty of leading Supermarkets in Jaffna, Sri Lanka. The research is simply deductive approach to find out the impact between Customer satisfaction and Customer loyalty. Quantitative method is available based on primary data. At present there are 08 numbers of supermarkets functioning in Jaffna district and popular three were selected. Random sampling technique is used to collect the data from customers of supermarkets in selected area. The analysis is carried out using a sample of 240 customers in Jaffna and only 218 were taken to analyze. ‘Statistical Package for Social Sciences’ (SPSS) 22.0 version was used in order to analyze the data. Correlation was used to find the connection between Customer Satisfaction and Customer Loyalty. Also Regression analysis is used to predict the value of a variable based on the value of two or more other variables. Also found that about 40 percent connection between Customer Satisfaction and Customer Loyalty and also found around 16% affect by Customer satisfaction to Customer loyalty.

scholarly journals Influence of Cyber Security on Social Networks

2020 ◽  
Vol 9 (7) ◽  
pp. 43-46
Keyword(s):  
Social Networks ◽  
Family Relationships ◽  
Cyber Security ◽  
Text Messaging ◽  
Marketing Research ◽  
Physical World ◽  
Vital Role ◽  
Customer Relationship ◽  
New Business ◽  
The Impact

In the 21st century, Media technology plays a vital role in every individual’s life. The world of electronic media, found an exponential growth. Presently the media world is filled with gadgets includes TV, mobile phones, emails, egames, interactive internet games, virtual reality games, iPods, instant messenger, esports, social networks etc.. This makes the physical world smaller in today’s days and helps in effective communication ranging from text messaging, multimedia message, video conferencing, virtual meetings and so on. As of today, social networks including Facebook, Twitter, Wordpress, Whatsapp, LinkedIn, Blogger, Google, Pinterest, and Wikipedia etc. has become the most powerful sources for sharing information and news updates. In addition, the cost of smartphones and internet data are reducing which makes easy penetration of this technology among people. Apart from the entertainment, the social networks created new business opportunities, sales promotions, marketing research, and customer relationship development etc. In this paper, the impact of social networks in family relationships is presented.

scholarly journals ANALYSIS OF THE IMPACT OF LEADERSHIP STYLE AND JOB SATISFACTION ON TURNOVER INTENTION THROUGH JOB STRESS AT CUSTOMER SERVICE (FRONTLINE) PT TIKI JALUR NUGRAHA EKAKURIR (JNE)

2019 ◽  
Vol 17 (1) ◽  
pp. 33
Author(s):  
Sri Mulyani ◽  
Hendra Gunawan
Keyword(s):  
Job Satisfaction ◽  
Job Stress ◽  
Customer Service ◽  
Leadership Style ◽  
Turnover Intention ◽  
Structural Equation ◽  
Equation Model ◽  
Primary Data ◽  
Negative Effect ◽  
The Impact

<p>The problem of this research was Turnover intention is a factor of discomfort experienced agent in a company. Turnover intention needs to get serious attention to the organization especially to leadership or manager so can applying force leadership proper and improve job satisfaction to reduce job stress in the company.<br />The purpose of this research was the effect of leadership style and job satisfaction toward Turnover intention throught job stress at customer service (frontline) PT Tiki Jalur Nugraha Ekakurir (JNE), Tomang Jakarta.<br />The methodology of this research was testing hypothesis. The data used were primary data collected from questionaire. The samples consisted of 164customer service (frontline)PT Tiki Jalur Nugraha Ekakurir (JNE), which were determined through purposive sampling method. The data were analyzed through Structural Equation Model (SEM) of AMOS version 23.0for Windows.<br />The results of the study showed that there have been negative effect and significant between leadership style and job satisfaction toward Turnover intention throught job stress. The role of job stress very dominant as a mediator the influence of leadership style and job satisfaction toward Turnover intention.<br />Implication of this research is expected to managers can increase the determinants job stress itself for example by raising job satisfaction (salary, reward, job promotion) and applying force leadership proper and able to adjust with all the work situation.</p>

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.

The Role Of Social Networking Between Knowledge Donating And Productivity Among Service Sector Employees

2021 ◽  
Vol 3 (1) ◽  
pp. 1-21
Author(s):  
Sarah Khan ◽  
Dr. Nasir Mehmood
Keyword(s):  
Social Networking ◽  
Knowledge Sharing ◽  
Structural Equation ◽  
Service Sector ◽  
Business Environment ◽  
Vital Role ◽  
Mediating Role ◽  
Networking Technologies ◽  
The Impact

Purpose: The purpose of this study is to examine the direct impact of knowledge donating behaviour on employees’ productivity and an indirect effect through social networking technologies. Social networking technologies play a vital role in the growth and learning of individuals and organizations in today’s competitive business environment. Recently, advancement in social networking technologies has brought a paradigm shift in the overall business environment and specific operational requirements. This study aimed to investigate the role of social networking (SN) between knowledge donating behaviour (KD) and employees’ productivity (EP). Methodology: For this purpose, data were gathered from targeted respondents belonged to the Universities and Banks located in the Northern Punjab region of Pakistan. Structural Equation Modelling technique using the SmartPLS was carried to statistically analyse the responses. Findings: The results showed that the hypothesized relationship between knowledge sharing behaviour (KSB) and employee’s productivity was significant and positively related, while social networking played a significant mediating role between this relationship. Implications: The findings provided useful insight to the managers and policymakers for planning effective use of social networking technologies to craft knowledge sharing behaviour among employees to create efficiencies and intended outcomes. Originality: The study has uniquely focused merging phenomenon of knowledge sharing behaviour in the service sector of Pakistan, specifically among academic and financial sector by exploring the impact of social networking technologies and provide valuable future direction for researchers to further extend the underlined idea in the wake of current Covid-19 Pandemic.

scholarly journals I Can’t Go to Work Tomorrow! Work-Family Policies, Well-Being and Absenteeism

2020 ◽  
Vol 12 (14) ◽  
pp. 5519
Author(s):  
José Aurelio Medina-Garrido ◽  
José María Biedma-Ferrer ◽  
Jaime Sánchez-Ortiz
Keyword(s):  
Direct Effect ◽  
Structural Equation ◽  
Service Sector ◽  
Well Being ◽  
Health Problems ◽  
Equation Model ◽  
Family Policies ◽  
Work Family ◽  
Positive Direct ◽  
The Impact

Among the main causes of absenteeism are health problems, emotional problems, and inadequate work-family policies (WFP). This paper analyses the impact of the existence and accessibility of WFP on work absenteeism, by considering the mediating role of the well-being, which includes emotional as well as physical or health problems, that is generated by these policies. We differentiate between the existence of the WFP and its accessibility, as the mere existence of the WFP in an organisation is not enough. Additionally, workers must be able to access these policies easily and without retaliation of any kind. The model includes the hierarchy and the gender as moderating variables. To test the proposed hypotheses, a structural equation model based on the partial least squares structural equation modelling (PLS-SEM) approach is applied to a sample of employees in the service sector in Spain. On the one hand, the findings show that the existence of WFP has no direct effect on absenteeism; however, accessibility to these policies does have a direct effect on absenteeism. On the other hand, both the existence and accessibility of WFP have positive direct effects on emotional well-being. In addition, emotional well-being is positively related to physical well-being which, in turn, promotes a reduction in absenteeism. Finally, significant differences in the relationship between the existence of WFP and emotional well-being confirm the special difficulty of female managers in reconciling family life and work life.

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