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.

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

Impact of customers' interpersonal interactions in social commerce on customer relationship management performance

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Md Shamim Hossain ◽  
Mst Farjana Rahman ◽  
Xiaoyan Zhou
Keyword(s):  
Customer Relationship Management ◽  
Structural Equation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Equation Modeling ◽  
Interpersonal Interactions ◽  
Social Commerce ◽  
Content Type ◽  
The Impact

PurposeSocial commerce is a subpart of electronic commerce (e-commerce), where social media is forced to support user contributions. The purpose of this study is to measure the impact of customers' interpersonal interactions in social commerce on customer relationship management (CRM) performance, based on the flow, commitment-trust and stimulus–organism–response (SOR) theories.Design/methodology/approachOn the basis of the SOR framework, the authors developed a study model to determine the impact on CRM performance of customers' interpersonal interactions in social commerce. The primary data of the study were collected from 640 users of social commerce through a web questionnaire during the COVID-19 (coronavirus disease 2019) pandemic situation, and the authors tested the study model using the approach of covariance-based structural equation modeling (SEM).FindingsResults of the current study reveal that customers' interpersonal interactions in social commerce optimistically influence their perceived flow. Moreover, perceived flow absolutely controls users' trust and CRM performance. In turn, collective users' trust positively influences users' commitment and CRM performance. Finally, collective users' commitment absolutely influences the performance of CRM.Practical implicationsThe authors provide a valuable contribution to the theoretical field of online marketing and CRM. Besides, the findings of this study are relevant for marketers to know the issues for increasing customer trust, commitment and performance of CRM.Originality/valueThe current study develops a model based on the flow, commitment-trust and stimulus–organism–response (SOR) theories. The authors' research is the first to estimate the effect of customers' interpersonal interactions in social commerce on CRM performance.

scholarly journals Impact of Knowledge Management on Success of Customer Relationship Management (Staff, Leadership, Organizational Structure)

2016 ◽  
Vol 10 (3) ◽  
pp. 142
Author(s):  
Zinat Ghaedi ◽  
Abdolali Keshtegar ◽  
Mohammad Ghasemi
Keyword(s):  
Knowledge Management ◽  
Organizational Structure ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Pearson Correlation ◽  
Relationship Management ◽  
Organizational Factors ◽  
Customer Relationship ◽  
Cluster Sampling ◽  
The Impact

<p>The aim of this study was to analyze the impact of knowledge management on success of customer relationship<br />management: mediating impacts of organizational factors (staffs, leadership, organizational structure) in capital<br />bank by descriptive-correlation method. Accordingly, to measure knowledge management, the Fang and Choai<br />(2009) questionnaire was applied, to evaluate organizational variables (staffs, leadership, organizational<br />structure), Greve &amp; Albers (2006) questionnaire was used and to assess technology of customer relationship<br />management, Chang et al (2006) questionnaire was employed and regarding success of customer relationship<br />management, Bang (2005) and Chen and Chung (2004) questionnaires were used. The population of this study<br />included all staffs of capital bank in Tehran city that were 642 staffs which based on Cochran formula, 240 staffs<br />were selected by cluster sampling. To analyze data, Pearson correlation test and structural equation model were<br />employed by using SPSS and AMOS software. The obtained results of this study indicated that the knowledge<br />management affected significantly on organizational factors (staffs, leadership, organizational structure).<br />Furthermore, the technology of interaction management affected significantly on success of customer<br />relationship management and also technology of customer relationship management influenced significantly on<br />organizational factors (staffs, leadership, organizational structure). Organizational factors (staffs, leadership,<br />organizational structure) affected significantly on success of customer relationship management. The findings of<br />this study showed that the knowledge management did not affect significantly on success of customer<br />relationship management. Technology of customer relationship management by mediating variable of<br />organizational factors did not affect significantly on success of customer relationship management.</p>

scholarly journals Investigating the Impact of Big Data Analytics on Perceived Sales Performance: The Mediating Role of Customer Relationship Management Capabilities

Complexity ◽  
2020 ◽  
Vol 2020 ◽  
pp. 1-17 ◽  
Author(s):  
Muhammad Shahbaz ◽  
Changyuan Gao ◽  
Lili Zhai ◽  
Fakhar Shahzad ◽  
Adnan Abbas ◽  
...  
Keyword(s):  
Big Data ◽  
Customer Relationship Management ◽  
Data Analytics ◽  
Dynamic Capabilities ◽  
Big Data Analytics ◽  
Relationship Management ◽  
Sales Performance ◽  
Customer Relationship ◽  
Research Model ◽  
The Impact

A persistent question for information technology researchers and practitioners is how big data analytics (BDA) can improve sales performance. Therefore, this study proposed a research model to investigate the impact of BDA on perceived sales performance in accordance with the resource-based view (RBV) and dynamic capability theory. The 416 valid responses collected from the employees of pharmaceutical organizations were analyzed using structural equation modelling to test the proposed research model. Results indicated that the BDA and customer relationship management (CRM) capabilities shared a strong positive impact on perceived sales performance. BDA, as organizational resources, creates organizational dynamic capabilities, such as CRM capabilities. BDA and CRM capabilities can influence perceived sales performance. Furthermore, CRM capabilities have a significant mediating impact on the relationships between BDA and perceived sales performance. This study also highlighted the practical and theoretical implications of the proposed model, the research limitations, and the future research directions.

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.

The Impact of Customer Relationship Management and Organizational Culture on Mass Customization Capability and Firm Performance

2020 ◽  
Vol 11 (3) ◽  
pp. 60-81 ◽  
Author(s):  
Inayat Ullah ◽  
Rakesh Narain
Keyword(s):  
Organizational Culture ◽  
Firm Performance ◽  
Customer Relationship Management ◽  
Mass Customization ◽  
Structural Equation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Effective Implementation ◽  
The Impact ◽  
The Relationship

In today's world of heightened competition and ever-growing demand of customers, the development of customer-centric and learning-oriented culture, mass customization capability (MCC), and effective implementation of customer relationship management (CRM) are important determinants of success, but the existing research has largely overlooked how these factors interact and affect firm performance (FP). To address the gap, the present study proposes and empirically examines a framework that relates CRM and organizational culture (OC) to MCC and FP. Based on the data collected through a questionnaire-based survey of Indian manufacturing organizations, the proposed framework and associated hypotheses are empirically examined by using structural equation modelling based on partial least squares (PLS-SEM). The results indicate that the extent of effort employed by the firms to implement CRM and development of learning-oriented OC positively affects FP. Furthermore, MCC and OC have significant indirect impact on the relationship between CRM and FP.

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