CRM/e-CRM Effects on Banks Performance and Customer-Bank Relationship Quality

2014 ◽  
Vol 10 (2) ◽  
pp. 62-80 ◽  
Author(s):  
Abbas Al-Refaie ◽  
Mohammad D. AL Tahat ◽  
Nour Bata
Keyword(s):  
Relationship Quality ◽  
Structural Equation ◽  
Business Performance ◽  
Relationship Management ◽  
Positive Influence ◽  
Customer Relationship ◽  
Internet Service ◽  
Customer Support ◽  
Financial Perspective ◽  
Customer Lifetime

This research aims at examining the effects of customer relationship management (CRM) and electronic CRM (e-CRM) on banks performance in Jordan using structural equation modelling. Two structural models, I, and II are developed. Fourteen reputable Jordanian banks are selected. Results of Model I show that: (1) internet service function and customer support have significant influence on relationship management (RM), (2) marketing support function has insignificant influence on RM, which indicates, and (3) RM has positive influence on business performance; learning and growth, customer satisfaction, internal process, and financial perspective. Results of Model II reveal that: (1) the e-CRM significantly influences customer based-service attributes, (2) the e-CRM directly related with relationship quality (RQ), and indirectly affects RQ through customer based-service attributes, (3) RQ significantly influences customer lifetime value (CLV). In conclusions, although Jordanian banks should direct more marketing support to enable customer communicate with banks using e-CRM in a fast, easy and efficient way.

Market Orientation, Customer Relationship Management (CRM) Implementation Intensity, and CRM Performance

2015 ◽  
pp. 149-172
Author(s):  
Bryan Soh Yuen Liew ◽  
T. Ramayah ◽  
Jasmine A. L. Yeap
Keyword(s):  
Market Orientation ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Positive Impact ◽  
Relationship Management ◽  
Positive Influence ◽  
Customer Relationship ◽  
Equation Modeling ◽  
The Relationship ◽  
Technology Trends

The Web hosting industry is characterized by the rapid growth of information technology trends as well as constantly growing competition. Market orientation and Customer Relationship Management (CRM) are thought of as key solutions to this predicament. Thus, the purpose of this study was to test the effect of market orientation on CRM implementation intensity and subsequently the effect of CRM implementation intensity on CRM performance. Data was collected via online questionnaires from 81 online Web hosting companies around the world and analyzed using Partial Least Squares structural equation modeling technique. The results indicated that market orientation had a significant positive impact on CRM implementation intensity and CRM implementation intensity had a direct positive influence on CRM performance. A test of mediation also confirmed that CRM implementation intensity mediated the relationship between market orientation and CRM performance. Implications of these findings are further explored.

scholarly journals Pengaruh Kualitas Pelayanan Dan Customer Relationship Management Terhadap Loyalitas Nasabah Pada Bank BRI

2020 ◽  
Vol 4 (02) ◽  
pp. 26-38
Author(s):  
Erline Erline ◽  
Boby Saputra
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Relationship Management ◽  
Positive Influence ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Branch Office

This study aims to determine whether service quality affects customer loyalty at BRI Bank Muara Teweh Branch. Does Customer Relationship Management affect customer loyalty at BRI Bank Muara Teweh Branch Office This research method uses the data analysis technique used, namely the analysis of Structural Equation Modeling from the IBM SPSS Statistics Amos version 20 program AMOS (Analysis of Moment Structures) analysis program Structural Equation Modeling (SEM) a covariance-based The results of this test show significant results with a CR value of 3.848> 1.96 and the p number is 0.000, this number is far below 0.05 so that H0 is rejected and H1 is accepted, which means that there is an influence between service quality on customer loyalty This test shows significant results with a CR value of 2.322> 1.96 and the p number is 0.006, this figure is far below 0.05 so that H0 is rejected and H1 is accepted, which means that there is an influence between customer relationship management on customer loyalty The results of the study concluded that service quality variables have a significant and positive influence on customer loyalty variables customer relationship management have a significant and positive influence on customer loyalty. For further researchers, it is suggested that the Muara Teweh branch of BRI bank improve the quality of their services to increase customer loyalty.  

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.

scholarly journals Marketing Investigation: Customer Relationship Management and Innovation to Improve Competitive Advantage and Business Performance

2021 ◽  
Vol 9 (4) ◽  
pp. 430-438
Author(s):  
Rita Indah Mustikowati ◽  
Endi Sarwoko ◽  
Mohammad Arief ◽  
Iva Nurdiana Nurfarida
Keyword(s):  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Business Performance ◽  
Relationship Management ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Retail Business ◽  
Analysis Technique

The purpose of this study is to analyze the relationship between customer relationship management (CRM) and competitive advantage and to analyze the role of innovation capabilities in mediating CRM with a competitive advantage. In addition, it examines the role of competitive advantage on retail business performance. The study was conducted on retail companies in Indonesia using a quantitative approach, and responses from 255 retail owners/managers were obtained via the random sampling method. The analysis technique used is structural equation modeling (SEM) using SmartPLS software. The research findings reveal that retail competitive advantage can be achieved through the implementation of customer-oriented CRM. CRM is also able to support innovation capabilities, which will further increase competitive advantage. It is important for retail companies to strengthen the implementation of customer relationship management in order to achieve business performance because CRM is proven to increase the ability of innovation and competitive advantage of retail companies. Research on a broader type of company is needed to provide a better level of generalization.

Memperkuat Loyalitas Melalui Kepercayaan, Kepuasan Dan Komitmen Studi Pada Nasabah PT. Bank Cimb Niaga

Liquidity ◽  
2018 ◽  
Vol 4 (1) ◽  
pp. 43-52 ◽  
Author(s):  
Sri Widyastuti
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Influence ◽  
Equation Model ◽  
Survey Method ◽  
Branch Office

Customer loyalty is ‘suspected’not been able to optimizationrepetition of transactions, customer recommendation and durability with the establishment relationship quality of the trust, customer satisfaction and commitment. Therefore, research conducted on Bank CIMB Niaga aims to determine the extent of the trust, and commitment to customer satisfaction can increase X-tra and TabunganKU savings customer loyalty. This research is verification and the method of research is explanatory survey method, the sample is 160 customer X-tra and tabunganKU savings in the branch office Bank CIMB Niaga Bintaro. The analytical method used is structural equation model. The results showed loyalty can be achieved with relationship quality for customers through the establishment of trust, and commitment to customer satisfaction, which all three have a positive influence. Therefore, the management of Bank CIMB Niaga need to improve their ability in trust, satisfactionand commitmentwith the bank's customers to become increasingly favored customers.

Customer Lifetime Value: A Review

2012 ◽  
Vol 40 (7) ◽  
pp. 1057-1064 ◽  
Author(s):  
Wen Chang ◽  
Chen Chang ◽  
Qianpin Li
Keyword(s):  
Customer Relationship Management ◽  
Critical Review ◽  
Development Process ◽  
Relationship Management ◽  
Customer Lifetime Value ◽  
Customer Relationship ◽  
Review Of The Literature ◽  
Customer Lifetime ◽  
Lifetime Value

The concept of regarding customers as assets that should be managed and whose value should be measured is now accepted and recognized by academics and practitioners. This focus on customer relationship management makes it extremely important to understand customer lifetime value (CLV) because CLV models are an efficient and effective way to evaluate a firm's relationship with its customers. Assessment of CLV is especially important for firms in implementing customer-oriented services. In this paper we provide a critical review of the literature on the development process and applications of CLV.

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.

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