Measuring CRM Effectiveness in Indian Stock Broking Services

2019 ◽  
Vol 27 (1) ◽  
pp. 144-164 ◽  
Author(s):  
Shiv Ratan Agrawal ◽  
Divya Mittal
Keyword(s):  
Customer Loyalty ◽  
Business Outcomes ◽  
Customer Involvement ◽  
Crm System ◽  
Customer Perspective ◽  
Tactical Decision ◽  
Customer Trust ◽  
Item Scale ◽  
Technology Solution ◽  
Specific Technology

The article tried to develop a multi-item scale for analyzing CRM effectiveness (CRME) from the customer perspective in the Indian stock broking context. The results revealed that customer satisfaction could be improved through to build customer trust and customer involvement substantially by focusing on the CRM system which further influences customer retention and ultimately, customer loyalty within stockbroking services. The findings of the article will help stockbrokers and their managers for a tactical decision making of CRM system implementation and practices for customer perspective. Despite the huge investment in CRM systems by the stockbrokers, critics have remained unconvinced about the effectiveness of CRM for meeting desired business outcomes. The reason being that broking firms often perceive CRM systems as a specific technology solution rather than integrating customer needs with the firm's strategy, people and business process which generates a parallel need to develop a scale to measures CRM effectiveness in Indian stock broking services from the customer perspective.

Website Information Security and Privacy Concerns in 4IR: The Moderating Role of Trust in B2C e-Commerce

10.29007/jlq6 ◽  
2019 ◽  
Author(s):  
Thabang Mofokeng
Keyword(s):  
South Africa ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Success Factors ◽  
Industrial Revolution ◽  
Emerging Market ◽  
Security And Privacy ◽  
Future Research ◽  
Privacy And Security ◽  
Customer Trust

The technology devices introduced in recent years are not only vulnerable to Internet risks but are also unable to elevate the growth of B2C e-commerce. These concerns are particularly relevant today, as the world transitions into the Fourth Industrial Revolution. To date, existing research has largely focused on obstacles to customer loyalty. Studies have tested e-commerce models guided by the establishment of trusting, satisfied and loyal consumers in various international contexts. In South Africa, however, as an emerging market, there has been limited research on the success factors of online shopping.This study examines the influence of security and privacy on trust, seen as a moderator of customer satisfaction, which in turn, has an effect on loyalty towards websites. Based on an exhaustive review of literature, a conceptual model is proposed on the relationships between security and privacy on the one hand, and customer trust, satisfaction and loyalty on the other. A total of 250 structured, self-administered questionnaires was distributed to a purposively selected sample of respondents using face-to-face surveys in Johannesburg, South Africa. A multivariate data analysis technique was used to draw inferences from the data. With an 80.1% response rate, the findings showed that privacy and security do influence customer trust; security strongly influences customer trust and weakly influences satisfaction. In South Africa, customer loyalty towards websites is strongly determined by satisfaction and weakly determined by trust. Trust significantly moderates the effect of customer satisfaction on loyalty. The study implications and limitations are presented and future research directions are suggested.

scholarly journals Influence of Trust on Customer Engagement: Empirical Evidence From the Insurance Industry in Ghana

SAGE Open ◽  
2020 ◽  
Vol 10 (1) ◽  
pp. 215824401989910 ◽  
Author(s):  
James Agyei ◽  
Shaorong Sun ◽  
Eugene Abrokwah ◽  
Emmanuel Kofi Penney ◽  
Richmond Ofori-Boafo
Keyword(s):  
Customer Loyalty ◽  
Life Insurance ◽  
Service Provider ◽  
Structural Equation ◽  
Insurance Industry ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Mediating Role ◽  
Customer Trust

This study examined the influence of trust dimensions on customer engagement, and the resultant impact of customer engagement on customer loyalty in the context of life insurance. Furthermore, it investigated the mediating role of customer engagement in the relationships between trust dimensions and customer loyalty. A total of 452 valid responses from life insurance customers in Ghana were examined using structural equation modeling (SEM). The results revealed that trust in service provider, trust in the regulator, economy-based trust, and information-based trust significantly influence customer engagement, with trust in service provider and trust in the regulator driving a higher level of customer engagement. The results also uncovered that customer engagement significantly enriches customer loyalty and mediated the relationships between the trust dimensions and customer loyalty. The findings highlight the importance of building convincing customer trust to advance customer engagement and customer loyalty.

Building trust by signaling trustworthiness in service retail

2014 ◽  
Vol 28 (5) ◽  
pp. 361-373 ◽  
Author(s):  
Husni Kharouf ◽  
Donald J. Lund ◽  
Harjit Sekhon
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Impact ◽  
Past Research ◽  
Customer Relationships ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Content Type ◽  
Survey Responses ◽  
Customer Trust

Purpose – The purpose of this paper is to investigate the role of retailer trustworthiness in driving customer trust and the subsequent impact on loyalty. The authors position trustworthiness as a mediator in the link between retail strategies and the development of trust. They model customer loyalty to the service retailer as a function of the trust created through trustworthy perceptions. Design/methodology/approach – The authors validate their model using 420 survey responses from customers in a service retail setting. Nine research hypotheses were tested using structural equation modeling. Alternate models are estimated, and the results provide support for the theory-based trustworthiness mediation model. Findings – Trustworthy behaviors first build trustworthiness, which then translates into customer trust and ultimately has a positive impact on both behavioral and attitudinal loyalty. Research limitations/implications – The research highlights the importance for retailers to signal their trustworthiness to build customer trust and loyalty. Researchers should measure trustworthiness perceptions when examining customer relationships and managers should plan strategically to develop both trust and trustworthiness with their customers. Originality/value – This study is one of the first to investigate the mediating effect of trustworthiness on customer loyalty in service settings. While past research has investigated dimensions of trustworthy behaviors, none has included a measure of trustworthiness perceptions and consumer trust in the same theoretical model. The results of the research provide important insights for both researchers and managers.

scholarly journals Peran Involvement Sebagai Variabel Pemoderasi Model Loyalitas Pelanggan

2018 ◽  
Vol 7 (1) ◽  
pp. 33
Author(s):  
Budi Setyanta
Keyword(s):  
Structural Equation Modeling ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Survey Method ◽  
Customer Involvement ◽  
Perceived Price

This research aims to identify the role of involvement as a moderating variable in the model of customer loyality. The population in this study is the Xiaomi smartphone users in Yogyakarta. Data is collected through survey method that is guided by questionnaire. The data samples are 200 respondents to eligible the data analysis by structural equation modeling. The results indicate that the involvement moderates the effect of perceived quality, perceived price and after-sales service towards customer satisfaction.. Besides, the result is the involvement moderates the effect of customer satisfaction on customer loyalty. The results are used to develop strategies to effectively increase customer loyalty by designing a stimulus to increase customer loyalty considering the level of customer involvement.

scholarly journals Anteseden Dan Konsekuensi Dari Switching Cost Pada Industri Perbankan

2019 ◽  
Vol 14 (01) ◽  
pp. 41-53
Author(s):  
Antonius Adi
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Switching Cost ◽  
Equation Modeling ◽  
Company Reputation ◽  
Trust Company ◽  
Customer Trust

Abstrak: Tujuan dari penelitian ini adalah untuk menganalisis pengaruh overallservice qualityterhadap customer loyalty melalui mediasi company reputation, customer trust, dan switching costpada Industri Perbankan di Indonesia. Penelitian ini dilakukan melalui survei terhadap pelangganIndustri Perbankan dengan total 230 sampel di Jakarta. Data primer dikumpulkan dengan metodepurposive sampling. Analisis data dilakukan melalui Structural Equation Modeling untuk mengujihipotesis, dengan menggunakan software AMOS 22.0. Temuan dalam penelitian ini adalahcustomer loyalty dipengaruhi oleh switching cost, customer trust, company reputation dan overallservice quality. Switching cost paling kuat dipengaruhi oleh customer trust. Temuan lain adalahbahwa customer loyalty paling kuat dipengaruhi oleh overall service quality. Studi ini memberikankontribusi teoritis dalam bentuk model alternatif customer loyalty dalam industri perbankan danmemberikan implikasi manajerial bagi manajemen bank.

scholarly journals Pengaruh Kualitas Layanan Terhadap Kepuasan, Kepercayaan Dan Loyalitas Pelanggan Travel Agent Di Kabupaten Badung

2020 ◽  
Vol 2 (2) ◽  
pp. 133-151
Author(s):  
Ni Luh Indiani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Partial Least Square ◽  
Travel Agent ◽  
Travel Agents ◽  
Insignificant Effect ◽  
Customer Trust ◽  
Online Travel ◽  
Online Travel Agents

The development of increasingly advanced technology has an important influence in the tourism service industry, namely the utilization of internet technology in the process of booking tour and travels through online travel agents. Conventional travel agents are increasingly being abandoned as travelers turn to online travel agents. Under these conditions conventional travel agents need to make a number of efforts to keep customers in order to survive. This study aims to analyze the effect of service quality on satisfaction, trust and loyalty of travel agent customers in Badung regency.Research respondents are domestic and foreign customers who use travel agent services in Badung regency, as many as 70 respondents. Data collection was done through survey using questionnaire. Testing research hypothesis using Partial Least Square (PLS).The result of the research shows that 1) the quality of service has positive and significant effect to customer satisfaction, trust and loyalty, 2) customer satisfaction has positive and insignificant effect to customer loyalty, 3) customer trust has negative and insignificant effect to customer loyalty, 4) satisfaction and customer trust does not mediate the influence of service quality on customer loyalty.Travel agent in Badung regency should improve and pay attention to the indicators supporting the satisfaction, trust and customer loyalty so that customers are not easy to switch to competitors.

scholarly journals PERAN MODERASI PERCEIVED CORPORATE SOCIAL RESPONSIBILITY DALAM PENGARUH TRUST TERHADAP LOYALITAS DAN REPURCHASE INTENTION PADA AIR MINUM DALAM KEMASAN MEREK AQUA DI SURABAYA

2017 ◽  
Vol 9 (2) ◽  
Author(s):  
Christina Esti Susanti
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Customer Loyalty ◽  
Repurchase Intention ◽  
Marketing Managers ◽  
Corporate Social ◽  
Customer Trust ◽  
The Impact

In recent business competition, marketing managers try to satisfying consumers and building stable-long term relationship between company and consumer. The relationship needs consumer’s trust to company. That is why marketing managers are interested in knowing the impact of trust, loyalty and corporate social responsibility (CSR) toward customer retention (repurchase intention) in order to develop the long term profitability of the company. The long term relationship with consumers results in profitability and also impacts of survival and company development. In other word, trust influences toward loyalty and consumer retention. In the same moment, it is not surprising that academicians and practitioner effort to understand trust, customer loyalty, repurchase intention and CSR. This research examines firstly, influence of customer trust toward customer loyalty. Secondly, the research examines influence of customer loyalty toward repurchase intention. Thirdly, the research examines the role of perceived CSR as a moderating variable on the influence customer trust toward customer loyalty. The packaged-drinking water Aqua is taken as the research context because the Aqua company have donated 10 litter clean water in East Indonesia for each of one litter consumer buying. The result of the research shows that perceived CSR play a strong and positive role of influencing trust toward loyalty. Otherwise, trust influences strongly toward loyalty and loyalty influences strong enough toward repurchase intention. The result is expected to give managerial benefit for Aqua Company and also theoretical development in marketing related to the moderation role of perceived CSR in the influence of trust toward loyalty and repurchase intention.

scholarly journals Pengaruh Perceived Quality Terhadap Customer Loyalty dengan Perceived Risk dan Customer Trust Sebagai Variabel Mediasi pada PT. XYZ

2020 ◽  
Vol 4 (3) ◽  
pp. 29
Author(s):  
Edrick Heriyanto ◽  
Eko Harry Susanto
Keyword(s):  
Structural Equation Modeling ◽  
Customer Loyalty ◽  
Indirect Effect ◽  
Perceived Risk ◽  
Structural Equation ◽  
Sampling Method ◽  
Perceived Quality ◽  
Equation Modeling ◽  
Independent Variable ◽  
Customer Trust

The purpose of this study is to examine the influence of perceived quality toward customer loyalty which is mediated by perceived risk and customer trust for PT. XYZ that engaged in chemistry. There are four variables perceived quality as the independent variable, customer loyalty as the dependent variable, and perceived risk and customer trust as mediating variable. The sample was determined by purposive sampling method, the questionnaire was well-collected and was used in data processing using the Structural Equation Modeling (SEM) method with Smart PLS 3.0 program. This analysis was conducted on 115 respondents as customer of PT. XYZ. Based on the result of the study, it was found that perceived quality, perceived risk, and customer trust have influence towards customer loyalty, perceived quality have influence towards perceived risk and customer trust, perceived quality had an indirect effect on customer loyalty via perceived risk and customer trust.

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