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 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.

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 ANALISIS IMPLEMENTASI ETIKA BISNIS ISLAM PADA USAHA JUAL BELI MOBIL BEKAS DI PT BERLIAN ABADUA SATU

2018 ◽  
Vol 15 (2) ◽  
pp. 163-186
Author(s):  
Ahadin Sadri
Keyword(s):  
Customer Satisfaction ◽  
Business Ethics ◽  
Employee Engagement ◽  
Community Involvement ◽  
Structural Equation ◽  
Business Continuity ◽  
Equation Modeling ◽  
Survey Method ◽  
Research Approach ◽  
Islamic Business Ethics

The purpose of this study is to examine the extent to which Islamic business ethics variable affect Profitability, Customer satisfaction, Employee involvement, Business continuity, and Community involvement that has been implemented at PT Berlian Abadua One, Jakarta. This research approach is quantitative with survey method The study population is all of the stakeholder elements of the company, i.e owners of companies, consumers, employees, suppliers, government, and society. The sample was 100 respondents, and the sampling technique was incidental sampling. Data analysis technique is causal analysis by using Partial Least Squares (PLS)-Structural Equation Modeling (SEM), with the help of SmartPLS 3.0 software. The results show that Islamic business ethics influences the five dependent variables. Toward Profitability, the influence of Islamic business ethics is positive and significant; while for Customer satisfaction, Employee engagement, Business continuity, and Community involvement, the influence of Islamic business ethics are positive, but not significant. This study proves that Islamic business ethics is an independent variable that has predictive power, because the value of Q squares for five research models is greater than 0 (zero).

scholarly journals ANALISIS CUSTOMER RELATIONSHIP MANAGEMENT DAN SERVICE QUALITY TERHADAP CUSTOMER VALUE MELALUI CUSTOMER SATISFACTION PADA BANK PEMERINTAH DI SURABAYA

2010 ◽  
Vol 6 (3) ◽  
Author(s):  
A.M. Kusnadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Value ◽  
Structural Equation ◽  
Relationship Management ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Minimum Criteria

The aim of this study was to know and analyze : (1) Influence of customer relationship management  on Customer Satisfaction, (2) Influence of customer management on Customer Value , (3) Influence of service quality on Customer Satisfaction , (4) Influence of service quality on customer value, (5) Influence of Customer Satisfaction  on Customer Value , (6) Influences of customer relationship management  and service quality on Customer Value  through Customer Satisfaction, (7) Influence of customer relationship management  on Customer Value  through Customer Satisfaction , (8) Influence of service quality on customer value through customer satisfaction, (9) Influence of service quality  on customer relationship management .            The population in this study involved all customers of  current account, saving, and time deposit in Surabaya, with minimum criteria of 3 (three) months being  customers. Accidental sampling technique was used in this research and 400 customers were obtained. Structural equation modeling (SEM) was used  as analysis technique  by using AMOS 4.01 software.            The result of this study showed that customer analysis management and service quality provided significant influences on customer value through Customer Satisfaction in state banks in Surabaya  Keywords:  Customer    relationship    management,    service    quality,    Customer Satisfaction ,  value.

scholarly journals Study of Influence of Customer Relationship Management on Customer Satisfaction in CV Batik Semarang16

2017 ◽  
Vol 16 (1) ◽  
pp. 57
Author(s):  
Siti Shofiah ◽  
I Made Sukresna ◽  
Sugiono Sugiono
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Product Innovation ◽  
Customer Value ◽  
Structural Equation ◽  
Relationship Management ◽  
Positive Influence ◽  
Customer Relationship ◽  
Equation Modeling

This study aimed to examine the influence of customer relationship management on customer satisfaction, with product innovation  and customer value as mediating variables. The study conducted in Batik Semarang16.The samples were customers of Batik Semarang16, a total of 126 respondents. Structural Equation Modeling (SEM) run by AMOS software was used to analyze the data. The analysis showed that customer relationship management, product innovation and customer value had positive influence on customer satisfaction.The empirical findings indicated that customer relationship management positively influenced product innovation; customer relationship management positively influenced customer value; product innovation positively influenced customer satisfaction; and customer value influenced customer satisfaction.

Evolving the Private Label Role in the Retailer-Customer Relationship

2014 ◽  
pp. 86-106 ◽  
Author(s):  
Elisa Martinelli ◽  
Donata Tania Vergura
Keyword(s):  
Structural Equation Modeling ◽  
Theoretical Model ◽  
Customer Satisfaction ◽  
Causal Relationship ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Customer Relationship ◽  
Private Label ◽  
Equation Modeling ◽  
Specific Kind

The chapter focuses on the role played by Private Labels (PLs) in the retailer-consumer relationship. Specifically, the results of a survey aimed at investigating the ability of a specific kind of PL, namely Premium Private Label (PPL), to improve customer loyalty to the retailer are presented. After reviewing the literature on the PLs' role in the retailer-customer relationship, a theoretical model is proposed and tested by administering a questionnaire to a sample of retail customers and then applying structural equation modeling. Four key components of PPLs' image, namely quality, assortment, access, and value, are studied as antecedents of customer satisfaction to the PPL, while customer loyalty to the PPL is considered as a mediator between customer satisfaction to the PPL and customer loyalty to the retailer. Results show that PPLs positively impact on customer loyalty to the retailer through a causal relationship driven by PPL quality and PPL value.

Influence of the Dimension of Service Quality on Customer Satisfaction and Its Impact on Customer Loyalty PT Sun Life Financial Indonesia in Jakarta

FOCUS ◽  
2021 ◽  
Vol 2 (1) ◽  
pp. 38-47
Author(s):  
Suharyono Suharyono ◽  
Dini Setyo Azani
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Research Method ◽  
Quantitative Research ◽  
Equation Modeling ◽  
Survey Method ◽  
Quality Dimension

This study analyzes the quality dimension of customer service at PT Sun Life Financial Indonesia on customer satisfaction and its impact on customer loyalty. This study uses a survey method by disseminating questionnaires to customers in PT Sun Life Financial Indonesia as the respondent. Quantitative research method using technical analysis structural equation modeling (SEM) with application AMOS 22. The study used samples from 155 respondents. The results showed that the quality dimension of services such as responsiveness, assurance, empathy, and reliability has a positive and significant effect on customer satisfaction and has a positive and significant impact on customer loyalty.

scholarly journals Factors Influence the Adoption of the Islamic Banking System: Customers Perception in Pakistan

ETIKONOMI ◽  
2019 ◽  
Vol 18 (2) ◽  
pp. 275-286
Author(s):  
Muhammad Masood Mir ◽  
Daniyal Iftikhar ◽  
Osama Ahsan ◽  
Nousheen Abbas Naqvi
Keyword(s):  
Customer Service ◽  
Structural Equation ◽  
Banking Sector ◽  
Positive Impact ◽  
Banking System ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Islamic Banking ◽  
Analysis Tool ◽  
Customer Preferences

The purpose of this paper is to analyze customer perceptions of the banking sector after the advent of the Islamic banking system. This research uses structural equation modeling as its analysis tool. The results of the analysis illustrate that the range of customer service and the length of the bank-customer relationship has a positive impact on customer preferences in choosing Islamic banking. This study provides a framework not only for the banking sector but also for other organizations. This study is an effort so that each organizational policy is appropriate to get customer preferences and optimal results in the form of satisfied and loyal customers.JEL Classification: G21, G29

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 ANALYSIS OF THE EFFECT OF ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM) AND BRAND TRUST ON CUSTOMER SATISFACTION AND LOYALTY IN PIXY COSMETIC PRODUCTS

2021 ◽  
Vol 2 (3) ◽  
pp. 467-483
Author(s):  
Tasya Nandya ◽  
Dudi Permana
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Survey Methods ◽  
Relationship Management ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Brand Trust ◽  
Cosmetic Products ◽  
Customer Satisfaction And Loyalty

The purpose of this study was to study the Analysis of the Effects Electronic Customer Relationship Management (E-CRM) and Brand Trust to Customer Satisfaction and Loyalty to Pixy Cosmetic Brand. by measuring indicators that influence the variables of E-CRM, Brand Trust, Customer Satisfaction and Loyalty. This research uses descriptive research design using survey methods. Sampling uses certain criteria where respondents have known Pixy Cosmetics products from Key Opinion Leader and have bought Pixy Cosmetic Products via E-commerce and Offline store as well, at least 1 time in as a sampling technique. This study discusses using the structural equation model (structural equation modeling) - Lisrel to discuss the significance of the overall model relationship and predetermined pathways. The findings show that the E-CRM  variable is positive and significant towards Customer Satisfaction, the Brand Trust is positive and significant towards Customer Satisfaction, and Customer Satisfaction is positive and significant towards the Loyalty.

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