Conceptualizing the Use of Artificial Intelligence in Customer Relationship Management and Quality of Services

2022 ◽  
pp. 177-201
Author(s):  
Parag Shukla ◽  
Sofia Devi Shamurailatpam
Keyword(s):  
Artificial Intelligence ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Operational Efficiency ◽  
Customer Relationship ◽  
Quality Of Services ◽  
Comprehensive Model ◽  
Indian Banks

In this chapter, the authors have conceptualized a hypothetical comprehensive model of AI, CRM, and quality of services by banks given the underlying pull and push factors that determine the extent of AI adoption by the banks. This chapter shall also serve as a primer to demonstrate the effects of use of artificial intelligence in the Indian banks and is also aimed to encapsulate the restraining and facilitating forces that drive adoption of AI. This chapter examines the blooming development of artificial intelligence and its significance in the operational efficiency in terms of management of issues related to customers while accessing different products and services offered by banks. In other words, the use of artificial intelligence technologies can dramatically improve banks' ability to achieve four key outcomes: higher profits, at-scale personalization, rapid innovation cycles, strategic customer relationship management (CRM), and distinctive omni-channel experiences. The role of artificial intelligence (AI) is significant in the banking industry for operational efficiency.

scholarly journals Improving A Quality Of Services Through Information System Model Of Academic Services Based On Customer Relationship Management At University

2019 ◽  
Vol 8 (6) ◽  
pp. 2500-2505
Keyword(s):  
Information System ◽  
Customer Relationship Management ◽  
Group Discussion ◽  
Relationship Management ◽  
Customer Relationship ◽  
System Model ◽  
Quality Of Services ◽  
Before And After ◽  
Addie Model

This research aims at seeing the improvement a quality of services through information system model of academic service based on customer relationship management (CRM) at university. This research is a part of developing research through a research and development ADDIE model that consists of Analyze, doing needs analysis and literature review. Design, determining the purposes of model design and describing each components of model. Develop, developing products and focusing on group discussion and experts’ reviews. Implement practicality test and effectively test. And Evaluate. This research only focuses on implementing, along with applying an information system model of academic service based on CRM at university. Subject of this research is Universitas Dharmas Indonesia, Sumatera Barat. Hypothesis testing done on this research is through Wilcoxon testing, because the data got is not normal distributed. Based on analysis result, it can be known that sig = 0,000 < 0,05. It can be said that Ha is rejected. Therefore, a quality of services towards students before and after applying the information system model of academic service based on CRM at university a significant improvement. Even this model is only implemented at one university, yet based on analysis result, this model can be implemented to other universities because it is flexible and dynamic, and thus it can matched to the university needs.

scholarly journals The Impact of Customer Knowledge and Customer Relationship Management in the Quality of Services in the Insurance Company Sarmad

2017 ◽  
Vol 2 (4) ◽  
pp. 46
Author(s):  
Payam Nazeri ◽  
Ali Tajdin
Keyword(s):  
Customer Relationship Management ◽  
Data Extraction ◽  
Relationship Management ◽  
Customer Relationship ◽  
Quality Of Services ◽  
Insurance Company ◽  
Customer Knowledge ◽  
Knowledge Quality ◽  
The Impact

<p><em>The aim of this study was to evaluate the effect of customer knowledge and customer relationship management in the quality of services in the Sarmad insurance. The method used in this research is correlation. Therefore, in this study, all members of the community population are an insurance company Sarmad,</em><em> </em><em>214 people were randomly chosen.</em><em> Data collection tools include questionnaire, customer knowledge, quality of service and customer relationship management. After scoring questionnaire and data extraction with spss and the effect of </em><em>customer knowledge and customer relationship management in service quality of </em><em>Sarmad</em><em> Insurance Company</em><em> had been shown</em><em> </em><em>with statistical test.</em></p>

scholarly journals Customer’s Expectations of Hospitality Services- A Study on Five Star Hotels in Hyderabad City

2013 ◽  
Vol 1 (4) ◽  
pp. 483-489
Author(s):  
Ganga Bhavani
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Quality Of Services ◽  
Statistical Tools ◽  
Chi Square ◽  
Convenience Sample ◽  
Sample Method ◽  
Structured Questionnaire

This paper analyzes the customer‘s expectations and their satisfaction levels with regard to services offered by five star hotels in Hyderabad city. A structured questionnaire has been used to obtain feedback from the 150 customers of from five star hotels based on convenience sample method. Statistical tools such as Chi-square and Pearson‘s correlation were employed to validate the results. Findings of the study are (i) there is a relationship between expectations of the customers and the services provided by the star hotels (ii) there is a relationship between customers satisfaction with regard to price charged by the star hotels for the quality of services offered. It is also proved that there is a positive correlation among the above presented parameters. It is suggested that the application of customer relationship management (CRM) is the need of the hour to fulfill the expectations of customerservices.

scholarly journals Analisis Fitur Website Universitas Islam Negeri Raden Fatah Palembang Menggunakan CRM Model Proses

Respati ◽  
2018 ◽  
Vol 13 (1) ◽  
Author(s):  
Ahmad Zarkasih ◽  
Kusrini Kusrini ◽  
Sudarmawan Sudarmawan
Keyword(s):  
Information Technology ◽  
Customer Relationship Management ◽  
Recommendation System ◽  
Relationship Management ◽  
Customer Relationship ◽  
Website Development ◽  
Campus Activities ◽  
Website Features

INTISARIPeranan internet sebagai suatu bentuk teknologi informasi sangat penting bagi instansi/lembaga yang ingin tetap bertahan/bersaing untuk suatu kemajuan, maka dari itu instansi/lembaga tersebut harus mampu beradaptasi dengan teknologi informasi ini sehingga dapat mendukung instansi/lembaganya. Tujuan penelitian ini yaitu menganalisis fitur website UIN dengan menggunakan metode Costumer Relationship Management (CRM), karena metode ini digunakan untuk membantu pihak universitas dalam mengelolah hubungan dengan mahasiswa, dosen dan masyarakat..Hasil survey observasi dan wawancara digunakan dalam menganalisis Fitur Website Universitas Islam Negeri Raden Fatah Palembang untuk menghasilkan berupa mockup dari hasil analisa berupa fitur-fitur yang akan diterapkan dalam pengembangan website UIN berdasarkan metode Customer Relationship Management (CRM). hasil dari penelitian ini juga akan berupa rancangan fitur-fitur pada website UIN yang dapat diterapkan oleh perusahaan untuk lebih berinteraksi secara aktif dengan pelanggan dan meningkatkan kualitas pelayanan bagi pelanggan.. Dengan bantuan dari framework dynamic of CRM dan melakukan strategi CRM dengan sistem rekomendasi baru, dari strategi CRM tersebut maka ditemukan tujuan baru yang lebih dinamis seperti konsep fitur bimbingan, menampilkan fitur data alumni, fitur produk hukum bagi kebutuhan pengguna, fitur informasi seminar dan kegiatan kampus yang akan membantu operasional serta sarana komunikasi, maka dari kondisi inilah kebutuhan teknologi akan menjadi lebih ringan.Kata Kunci : Customer Relationship Management (CRM),  website, fiturAbstractThe role of the Internet as a form of information technology is very important for institutions / institutions that want to stay / compete for a progress, therefore the agency / institution must be able to adapt to this information technology so that it can support the institution / institution. The purpose of this research is UIN website feature feature by using Relationship Management (CRM) method, because this method is used to assist university in managing relationships with students, lecturers and community.The results of observation and interview surveys are used in analyzing the Website Features of Raden Fatah Palembang State Islamic University to generate a mockup of analysis results in the form of features that will be applied in UIN website development based on Customer Relationship Management (CRM) method. the results of this study will also be the design of features on UIN website that can be applied by the company to more actively interact with customers and improve the quality of service for the customer. With the help of the dynamic of CRM framework and performing CRM strategy with new recommendation system, from the CRM strategy, new dynamic goals such as counseling feature feature, alumni data feature, legal product feature for user needs, seminar information feature and campus activities which will help the operational and communication facilities, then from these conditions the needs of technology will become lighter.Key Word : Customer Relantionship Management (CRM), Websites, Features

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.

USING SOCIAL NETWORK PARADIGM FOR DEVELOPING A CONCEPTUAL FRAMEWORK IN CRM

2011 ◽  
Vol 01 (04) ◽  
pp. 63-71
Author(s):  
Mohammad Javad Mosadegh ◽  
Mehdi Behboudi
Keyword(s):  
Social Networks ◽  
Social Network ◽  
New Media ◽  
Conceptual Framework ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Its Analysis ◽  
Analysis Tools

This study develops a conceptual framework for applying social networks in usual CRM models. Recent changing in customer relationship theme and putting new media and network-based paradigm into practice makes it imperative to find how social networks affect CRMs. Accordingly, this study explains the role of social networks in customer relationship management by using its analysis, tools and aspects of this concepts based on CRM models. We have provided a SCRM framework that is based on usual CRM models and incorporates Social networks and its tools, methods and analysis. The framework is combination of Social networks concept and traditional CRM concepts.

scholarly journals The mediating role of customer relationship management between e-supply chain management and competitive advantage

2022 ◽  
Vol 6 (1) ◽  
pp. 263-272 ◽  
Author(s):  
Abdalrazzaq Aloqool ◽  
Malek Alharafsheh ◽  
Hadeel Abdellatif ◽  
Lana Ahmad Suleiman Alghasawneh ◽  
Jassim Ah-mad Al-Gasawneh
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Chain Management ◽  
Competitive Position ◽  
The Relationship

The purpose of this study is to explore the role of implementing e-supply chain management (E-SCM) on the competitive position of companies and whether implementing customer relationship management (CRM) can affect the relationship between E-SCM and competitive advantage. To achieve this objective, a quantitative approach was utilized. A total of 300 questionnaires were distributed where 243 questionnaires were returned, with 17 incomplete questionnaires being excluded, leaving 226 usable questionnaires. PLS-SEM software was used to analyze the data. The results of this study demonstrate the imperative role of implementing E-SCM and CRM on creating a competitive advantage for firms. It also shows that CRM mediates the relationship between E-SCM and competitive advantage, suggesting that utilizing different technologies can help firms better communicate with their customers and thus better serve them which in turn will enhance customers’ satisfaction and thus boost the competitive position of the firm.

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