scholarly journals Impact of Customer Relationship Management on Brand Equity: Medical Tourist Perspective

2016 ◽  
Vol 11 (1) ◽  
pp. 28-38 ◽  
Author(s):  
F. Shriedeh ◽  
N.H. Abd. Ghani
Keyword(s):  
Customer Relationship Management ◽  
Brand Equity ◽  
Relationship Management ◽  
Customer Relationship ◽  
Medical Tourist

scholarly journals Influence of Customer Relationship Management, Brand Equity, Perceived Product Quality, Perceived Price on Customer Value and Purchase Intention (Studies Philips Light Bulb in Batam)

2017 ◽  
Vol 9 (7) ◽  
pp. 122 ◽  
Author(s):  
Lukmanul Hakim ◽  
Nanis Susanti ◽  
Ujianto
Keyword(s):  
Customer Relationship Management ◽  
Brand Equity ◽  
Purchase Intention ◽  
Customer Value ◽  
Relationship Management ◽  
Perceived Quality ◽  
Customer Relationship ◽  
Light Bulb ◽  
Perceived Price

This study tried to determine and analyze the deeper understanding of the influence of customer relationship management, brand equity, perceived of product quality, perceived value and price to the customer at the customer's purchase intention Philips light bulb in Batam.The population in this study are all users (consumers) electric light bulb philips brands in the city of Batam. Testing of the model in this study, with Generalized Least Square Estimation (GLS), analysis of structural equation modeling (SEM), proportional random sampling method and software assistance Amos 22, on 240 respondents from eight times the 30 indicators the study variables. The test results indicate the model (fit) seen from the GFI, AGFI, TLI, CFI, RMSEA and CMIN / DF, each of 0915, 0901, 0949, 0953, 0063, and 1,376 are all that are in the range of expected values so that the model can be accepted.The results showed that: 1). Customer relationship management influence on customer value, it shows that with good customer relationship management program, will increase customer value. 2) Customer relationship management influence on purchase intention, it shows that with good customer relationship management program, will increase customer value. 3) Brand equity effect on customer value, it shows that with a good brand equity, will increase customer value. 4). Brand equity effect on purchase intention, it shows that with a good brand equity, will increase customer value. 5) Perceived quality of product effect on customer value, it indicates that the perceived quality of a good product, will increase customer value. 6). Perceived quality of product effect on purchase intention, this suggests that the perceived quality of a good product, will increase purchase intention. 7). Perceived price effect on customer value, it indicates that the perceived price friendly, will increase customer value. 8) Perceived price effect on purchase intention, this suggests that the perceived price friendly, will increase purchase intention. 9). Customer value effect on purchase intention, it shows that with high customer value, will raise the purchase intention.

scholarly journals Strategic Factors for Building Brand Equity: Jordan Medical Tourism

2019 ◽  
Vol 11 (1A) ◽  
pp. 121
Author(s):  
Fayez Bassam Shriedeh
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Brand Equity ◽  
Structural Equation ◽  
Medical Tourism ◽  
Relationship Management ◽  
Customer Relationship ◽  
Systematic Sampling ◽  
Strategic Factors ◽  
Building Activities

<p class="Default"><em><span lang="EN-MY">Building a brand with strong equity is a vital element for differentiation and competitiveness, especially in today’s highly competitive medical tourism. The literature indicated that Jordan has weak medical tourism brand equity. The contribution of customer relationship management and service quality in developing brand equity can’t be ignored. Studies on marketing activities towards building brand equity remain limited. Accordingly, 650 self-administrated questionnaires were distributed to outpatient medical tourists in Amman’s five biggest hospitals using systematic sampling. After screening, 454 surveys were used for analysis using structural equation modelling. The results indicated that customer relationship management significantly impacted service quality and brand equity. Service quality strongly influenced brand equity, and brand equity was enhanced indirectly through service quality. This study highlighted the importance of such factors on brand equity-building activities in Jordanian medical tourism context. Further research is recommended to expand the proposed model.</span></em></p>

scholarly journals Pengaruh Program Gopay Payday Sebagai Customer Relationship Management Terhadap Brand Equity Gojek (PT. Aplikasi Karya Anak Bangsa)

2020 ◽  
Vol 4 (1) ◽  
pp. 27-34
Author(s):  
Viana Eka Wardani ◽  
Euis Komalawati ◽  
Alfirahmi Alfirahmi
Keyword(s):  
Data Analysis ◽  
Customer Relationship Management ◽  
Brand Equity ◽  
Significant Influence ◽  
Computer Software ◽  
Relationship Management ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Analysis Technique ◽  
Quantitative Descriptive

Customer Relationship Management (CRM) is an approach to identifying, attracting, and improving relationships between companies and customers. Karya Anak Bangsa Inc. (Gojek) with its application Gopay, gave rise "Gopay Payday" program as a customer relationship management to decide the brand equity level of Gopay application users. Brand Equity plays an important role because brand equity forms the name of the company's image and reputation, even as determining to make company goals. The purpose of this research analyzes the influence of the Gopay Payday program as a customer relationship management on Gojek brand equity (Karya Anak Bangsa Inc.). This research uses quantitative descriptive, and the method is a purposive sampling technique within 100 respondents as the sample. The data analysis technique used SPSS 25.0 for Windows computer software tools. The results of this study show that there is a significant influence on customer relationship management by 24.2% against brand equity. It means the better the Customer Relationship Management, the Brand Equity of the company will increase.

scholarly journals Enhancement of Customer Satisfaction through Emphasizing on Customer Relationship Management, Brand Equity & Value Chain

2020 ◽  
Vol 8 (6) ◽  
pp. 4995-4997
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Brand Equity ◽  
Value Chain ◽  
Relationship Management ◽  
Customer Relationship ◽  
Strong Positive Correlation ◽  
Banking Services ◽  
Service Value ◽  
Product Service

This study attempts to evaluate the determinants of the combination of tested models of brand equity, service value chain and customer relationship management particularly in selected banking services for enhancing the satisfaction of the customer. The conceptual framework of these individual tested models is developed to offer customer satisfaction and delightnes. The applied structure of these tested models is based upon the customer-based brand value, also known as brand resonance model which contains five determinants such as brand images, brand salience, brand performance, brand judgment and brand services, culture & leadership, hassle free documentation & internet / e-banking services. The customer relationship management models contain identification of perspective & potential customer acquisitions, Product/service value proposition, Product/service portfolio analysis & mutually beneficial CRM. The Correlations were conducted and strong positive correlation between brand equity & customer relation management is observed. It can be seen that CRM model has highly influenced the customer satisfaction in banking sector. The multiple regression results indicate that the brand equity model, CRM and Value Chain model do have a significant influence in the customer satisfaction.

Implementasi Sistem Rekam Medis Pasien Menggunakan Pendekatan Customer Relationship Management (CRM)

2018 ◽  
Vol 7 (2) ◽  
pp. 180
Author(s):  
Wiyanto Wiyanto ◽  
Fajar Butsianto ◽  
Karsito Karsito
Keyword(s):  
Information Technology ◽  
Information System ◽  
Medical Record ◽  
Customer Relationship Management ◽  
Unified Modeling Language ◽  
Relationship Management ◽  
Customer Relationship ◽  
Design System ◽  
System Validation ◽  
Iso 9126

Information technology is rapidly developed in this century that impact to various aspects of the organization really need information technology to support the performance and everyday business processes. In health services, information technology is required to process and storage the patient medical records, so that the patient's medical record is well preserved, and competitive advantage can be obtained between patient and polyclinic. The application of Customer Relationship Management (CRM) approach can be developed by implementing information system of medical record history to get new patient and retain existing patient, improving relationship with patient and maintaining patient loyalty as well as supporting the company/organization to provide excellent service to customers in real time through the advantage of information technology. The aims of this research are to understand patient medical record by CRM approach and Unified Modeling Language (UML) for system design, system validation using Forum Group Discussion (FGD), and using software testing Model ISO 9126. The result of this research are Medical Record History Information System and the result of system validation with FGD is 100% accepted, the result of system test using Model ISO 9126 is good with success rate 82,86%, so it can give contribution to polyclinic.

Customer Relationship Management

2001 ◽  
Vol 30 (8) ◽  
pp. 417-422 ◽  
Author(s):  
Hajo Hippner ◽  
Stephan Martin ◽  
Klaus D. Wilde
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship
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