A Structural Equation Model of Customer Relationship Management Factors Affecting Customer Retention of Long-Stay Travelers in the Thai Tourism Industry

2014 ◽  
Vol 9 (1) ◽  
pp. 1-24 ◽  
Author(s):  
K. Tawinunt ◽  
T. Phimonsath ◽  
Wanno Fongsuwan
Keyword(s):  
Structural Equation Model ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Relationship Management ◽  
Customer Retention ◽  
Equation Model ◽  
Tourism Industry ◽  
Customer Relationship ◽  
Factors Affecting ◽  
Management Factors

scholarly journals THE ANTECEDENT OF CUSTOMER SATISFACTION

2020 ◽  
Author(s):  
Andala Rama Putra Barusman ◽  
Evelin Putri Rulian ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Relationship Management ◽  
Customer Retention ◽  
Equation Model ◽  
Customer Relationship

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.

scholarly journals ANALISIS STRATEGI CUSTOMER RELATIONSHIP MANAGEMENT (CRM) PADA PEGADAIAN SYARIAH (Studi Kasus Pada Pegadaian Syariah Di Provinsi Jambi)

2019 ◽  
Vol 6 (1) ◽  
pp. 57-80
Author(s):  
Busriadi Busriadi ◽  
Muhammad Yasir Nasution ◽  
Saparuddin Siregar
Keyword(s):  
Structural Equation Model ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Relationship Management ◽  
Equation Model ◽  
Customer Relationship

Penelitian ini menganalisis perilaku nasabah berdasarkan kinerja Customer Relationship Management. Permasalahan penelitian merujuk pada fenomena bisnis PT. Pegadaian Syariah  (Persero) Tbk. Di Provinsi Jambi. permasalahan penelitian ini adalah bagaimana membangun kepuasan nasabah, sehingga loyalitas nasabah dapat tercapai sesuai harapan. Tujuan penelitian dirumuskan untuk mencari jawaban atas alur kinerja Customer Relationship Management. Permodelan yang dirumuskan pada penelitian ini bertujuan memberikan pemahaman yang kritis dalam konsep dan pengukuran manajemen hubungan pelanggan. Peneliti memasukan unsur kompetensi sumber daya manusia, mutu pelayanan, teknologi, dan kepuasan nasabah sebagai anteseden dan memiliki konsekuensi yang signifikan terhadap loyalitas nasabah. Penelitian ini mempergunakan 110 responden dan keseluruhan responden adalah nasabah PT. Pegadaian Syariah  (Persero) Tbk. Di Provinsi Jambi. Analisis data mempergunakan Structural Equation Model (SEM) dengan program komputer Amos 22. Hasil penelitian ini menunjukkan bahwa kompetensi sumber daya manusia tidak berdampak positip dan signifikan  terhadap kepuasan nasabah. Sementara itu Mutu pelayanan dan Teknologi berdampak positip dan signifikan terhadap kepuasan nasabah. Pengaruh kepuasan nasabah terhadap loyalitas juga berakibat positip. Masukan bagi manajemen yang bisa diambil dari penelitian customer relationship management ini adalah pendekatan yang berkaitan dengan dimensi mutu pelayanan dapat membantu manajer meningkatkan kepuasan nasabah dan loyalitas nasabah berbasis kinerja Customer Relationship Management.   Kata Kunci: Kompetensi Sumber Daya Manusia, Mutu Pelayanan, Teknologi, Kepuasan Nasabah, dan Loyalitas Nasabah Berdasarkan Kinerja Customer Relationship Management.

scholarly journals PENGARUH KUALITAS JASA, CITRA PERUSAHAAN DAN TINGKAT SUKU BUNGA KREDIT TERHADAP KEPUTUSAN PENGAMBILAN PRODUK KREDIT MIKRO

2018 ◽  
Author(s):  
M PS H
Keyword(s):  
Structural Equation Model ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Relationship Management ◽  
Equation Model ◽  
Customer Relationship

Penelitian ini bertujuan untuk mengetahui pengaruh kualitas jasa, citra perusahaan dan tingkat suku bunga kredit terhadap keputusan pengambilan kredit mikro studi kasus pada Bank Perkreditan Rakyat Karyajatnika Sadaya Bandung. Penelitian yang dilakukan merupakan penelitian deskriptif dan verifikatif. Sampel yang digunakan adalah 110 nasabah dari delapan kantor cabang mikro BPR KS Bandung. Uji Hipotesis yang digunakan dengan Structural Equation Model (SEM) untuk mengetahui pengaruh kualitas jasa, citra perusahaan dan tingkat suku bunga kredit terhadap keputusan pengambilan kredit mikro baik secara parsial maupun secara simultan. Hasil penelitian menunjukkan bahwa tanggapan responden mengenai kualitas jasa dinilai baik, Citra BPR KS juga dinilai sudah baik oleh konsumen. Sedangkan tingkat suku bunga yang ditawarkan rendah atau dapat diterima oleh nasabah. Hasil pengujian model menunjukkan adanya pengaruh positif dan signifikan antara kualitas jasa dan citra perusahaan terhadap pengambilan kredit mikro, sedangkan untuk suku bunga memiliki pengaruh negatif terhadap keputusan pengambilan kredit mikro.Untuk pengembangan peneliti berikutnya dapat dilakukan penelitian yang sama di daerah yang lingkungan dan budaya memiliki karakteristik yang berbeda atau dengan perubahan variabel dimana variabel loyalitas atau variabel customer relationship management dapat dikembangkan pada model penelitian di masa mendatang

scholarly journals Pengaruh Kualitas Jasa, Citra Perusahaan dan Tingkat Suku Bunga Kredit Terhadap Keputusan Pengambilan Produk Kredit Mikro

2018 ◽  
Author(s):  
Hengki Mangiring Parulian Simarmata
Keyword(s):  
Structural Equation Model ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Relationship Management ◽  
Equation Model ◽  
Customer Relationship

Penelitian ini bertujuan untuk mengetahui pengaruh kualitas jasa, citra perusahaan dan tingkat suku bunga kredit terhadap keputusan pengambilan kredit mikro studi kasus pada Bank Perkreditan Rakyat Karyajatnika Sadaya Bandung. Penelitian yang dilakukan merupakan penelitian deskriptif dan verifikatif. Sampel yang digunakan adalah 110 nasabah dari delapan kantor cabang mikro BPR KS Bandung. Uji Hipotesis yang digunakan dengan Structural Equation Model (SEM) untuk mengetahui pengaruh kualitas jasa, citra perusahaan dan tingkat suku bunga kredit terhadap keputusan pengambilan kredit mikro baik secara parsial maupun secara simultan. Hasil penelitian menunjukkan bahwa tanggapan responden mengenai kualitas jasa dinilai baik, Citra BPR KS juga dinilai sudah baik oleh konsumen. Sedangkan tingkat suku bunga yang ditawarkan rendah atau dapat diterima oleh nasabah. Hasil pengujian model menunjukkan adanya pengaruh positif dan signifikan antara kualitas jasa dan citra perusahaan terhadap pengambilan kredit mikro, sedangkan untuk suku bunga memiliki pengaruh negatif terhadap keputusan pengambilan kredit mikro.Untuk pengembangan peneliti berikutnya dapat dilakukan penelitian yang sama di daerah yang lingkungan dan budaya memiliki karakteristik yang berbeda atau dengan perubahan variabel dimana variabel loyalitas atau variabel customer relationship management dapat dikembangkan pada model penelitian di masa mendatang

scholarly journals ANALISIS USABILITY PADA APLIKASI BERBASIS WEB DENGAN MENGADOPSI MODEL KEPUASAN PENGGUNA (USER SATISFACTION)

2012 ◽  
Vol 6 (1) ◽  
pp. 70
Author(s):  
Dana Indra Sensuse ◽  
Sigit Hadi Prayoga
Keyword(s):  
Structural Equation Model ◽  
Customer Relationship Management ◽  
User Satisfaction ◽  
Structural Equation ◽  
Statistical Tests ◽  
Relationship Management ◽  
User Acceptance ◽  
Equation Model ◽  
Ease Of Use ◽  
Customer Relationship

Iklim persaingan antar perusahaan telekomunikasi yang saat ini semakin kuat sangat terkait dengan mekanisme perusahaan dalam memberikan layanan purna jual atas jasa yang diberikan serta bagaimana perusahaan dapat membuka hubungan langsung dengan pelanggannya. Perusahaan membangun suatu cara yang dapat menjaga loyalitas pelanggannya. Pendekatan tren teknologi yang dapat menyajikan layanan ini adalah melalui CRM (Customer Relationship Management). Analisis usability pada aplikasi berbasis web dengan mengadopsi model penerimaan pengguna aplikasi, difokuskan pada analisis aspek usability pengguna yang bertindak sebagai pelanggan yang menikmati produk dan layanan suatu perusahaan. Saat ini, sudah cukup banyak teori model penerimaan pengguna terhadap suatu aplikasi. Salah satunya adalah dengan model kepuasan pengguna (User Satisfaction). Pengumpulan data dilakukan dengan survei kepuasan pengguna terhadap aplikasi. Berdasar pada landasan teori yang ada, uji statistik pada model kepuasan pengguna memanfaatkan teori Structural Equation Model (SEM) dan perangkat lunak LISREL 8.80. Hasil penelitian menemukan beberapa kaitan antara variabel laten pengukuran dengan variabel lainnya.Penelitian ini secara khusus menemukenali pula bahwa sajian content memberikan pengaruh positif secara signifikan terhadap kepuasan pengunjung website, dibanding aspek Ease of Use, Customization dan Download Delay. Hasil penelitian juga menghasilkan rekomendasi perbaikan atas aplikasi yang diharapkan dapat meningkatkan kemanfaatan (usability) aplikasi. The Atmosphere of competition among telecommunications companies that are currently growing strongly associated with the mechanism of the company in providing after-sales service for services given and how the company can open a direct relationship with customers. Company builds a way that can keep the loyalty of its customers. Approach to technology trends that can provide these services are through the CRM (Customer Relationship Management). Analysis of usability in web-based applications by adopting a model of user acceptance of applications, focused on the analysis of usability aspects of the user who acts as the customer who enjoys the company's products and services. Currently, there are some theoretical models of user acceptance of an application. One way is to model user satisfaction (User Satisfaction). The data was collected with a user satisfaction survey of the application. Based on the existing foundation theory, statistical tests on the model of user satisfaction utilizing the theory of Structural Equation Model (SEM) and LISREL 8.80 software. The study found some association between the latent measurements variables with other variables. This study specifically identifies that the content provided also provides a significantly positive influence on satisfaction of website visitors, than the aspect of Ease of Use, Customization and Download Delay. The results also generate recommendations for improvement for applications that are expected to increase the usefulness (usability) applications.

scholarly journals Validating A Proposed CRM Implementation Framework For The Mauritian Hotel Industry

2021 ◽  
Vol 10 (10(6)) ◽  
pp. 1758-1777
Author(s):  
Vanisha Oogarah-Hanuman ◽  
Visvanathan Naicker
Keyword(s):  
Factor Analysis ◽  
Structural Equation Model ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Success Factors ◽  
Hotel Industry ◽  
Relationship Management ◽  
Equation Model ◽  
Customer Relationship ◽  
Critical Success

This article validates a proposed Customer Relationship Management conceptual framework for the Mauritian Hotel Industry based on identified critical success factors. The research provided insights on how different factors need to be considered to ensure a smooth implementation of a Customer Relationship Management strategy and to address the causes of Customer Relationship Management project failures. Extant reviews of the literature on Customer Relationship Management theoretical frameworks, Customer Relationship Management causes of failure, and critical success factors for Customer Relationship Management success were conducted and subsequently 33 items were identified. An exploratory factor analysis was done to validate the results of the survey followed by which a confirmatory factor analysis was conducted to confirm the appropriateness of the proposed theoretical model, followed by a Structural Equation Model analysis conducted to validate the adequacy of the proposed model. The Structural Equation Model analysis confirmed the appropriateness of the proposed framework and confirmed the exactitude of each Customer Relationship Management success factor included in the framework. The design of the new proposed conceptual framework intends to provide a novel approach of in-depth knowledge on how to implement Customer Relationship Management in the Mauritian Hotel Industry and acts as a guideline for hotel managers to implement CRM successfully and to increase profitability.

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 Investigasi Niat Belanja Ulang Ke Toko Pakaian: Peran CRM, Kepuasan Dan Loyalitas Pelanggan

2018 ◽  
Vol 6 (2) ◽  
pp. 76
Author(s):  
Aidha Savitri ◽  
Usep Suhud
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Public Awareness ◽  
Relationship Management ◽  
Equation Model ◽  
Customer Relationship ◽  
Repurchase Intention ◽  
Fashion Industry

In this era of globalization the fashion industry in Indonesia is growing rapidly because public awareness for personal appearance is increasing. From many fashion brands, companies must have a strategy to stay afloat in business. Companies from various fashion industries must stay in touch with customers, through CRM or Customer Relationship Management in order to increase customer satisfaction that will make loyal customers that can affect repurchase intention. This study was conducted to find information from Customer Relationship Management to customer satisfaction and customer loyalty and how it impacts repurchase intention in a clothing store. This research was conducted by spreading questionnaires to 200 respondents using nonprobability sampling, convenience sampling. This research uses Exploratory Factor Analysis to test its validity and cronbach alpha to test the reliability. This research also uses a Structural Equation Model to test the hypothesis by using AMOS. From 5 hypotheses, in this research, 4 hypotheses have a positive and significant influence.Keywords:  customer relationship management, customer satisfaction, customer loyalty, repurchase intention.

scholarly journals The Impact of Customer Relationship Management Systems on Dynamic Capabilities at Firms

2021 ◽  
Vol 29 (1) ◽  
pp. 103-122
Author(s):  
Cristina Gallego-Gomez ◽  
Carmen De-Pablos-Heredero ◽  
José Luis Montes-Botella
Keyword(s):  
Customer Relationship Management ◽  
Structural Equation ◽  
Dynamic Capabilities ◽  
Banking Industry ◽  
Relationship Management ◽  
Implementation Process ◽  
Equation Model ◽  
Customer Relationship ◽  
Technological Environment ◽  
The Impact

The banking industry has been forced to restructure its processes to get adapted to a more technological environment as a consequence of the changes experienced in the market. Academic literature has paid special attention to the most critical relationship at firms, customers. Customer relationship management (CRM) offers good opportunities to increase efficiencies in this relationship. For this reason, this research analyses to what extent the implementation of CRM systems in the banking industry has offered good results in terms of dynamic capabilities. For that, some dynamic capabilities have been identified after CRMs implementation process has taken place. A theoretical model has been built and empirically validated by means of a representative sample of banking firms applying structural equation model analysis (SEM). Results show how firms, by properly implementing CRM systems, can reach dynamic capabilities. As main practical implications for firms, it is interesting to orient CRMs implementation to reach dynamic capabilities.

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