A Study on E-Government Applications Model Construction Based on Government Customer Relationship Management

2010 ◽  
Vol 26-28 ◽  
pp. 55-59
Author(s):  
Xin Li Hu ◽  
Lian Jie Ma
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Service Satisfaction ◽  
The Public ◽  
Application Model ◽  
Relationship Of ◽  
The Relationship ◽  
Service Channels

This paper tries to find the ways to improve the service quality which government supply for business and public and improve service satisfaction. In order to find the methods, the paper firstly introduce the conception of Government Customer Relationship Management, then analysis the relationship of Customer Relationship Management and Government Customer Relationship Management, build e-government application model of Government Customer Relationship Management, propose the ways of e-government application of Government Customer Relationship Management, through establish the service concept of “citizen-centered", innovation and integration of communication and service channels, we can improve the relations of customer and government, improve the public satisfaction.

scholarly journals The Relationship between E-Service Quality and Ease of Use on Electronic Customer Relationship Management (E-CRM) Performance Mediating by Brand Image

2021 ◽  
pp. 9-19
Author(s):  
Farid Wadjdi ◽  
Zulkifli Djamin
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Brand Image ◽  
Relationship Management ◽  
Ease Of Use ◽  
Customer Relationship ◽  
Research Approach ◽  
Probability Sampling ◽  
Relationship Of ◽  
The Relationship

The purpose of this study was to determine the relationship of E-Service Quality and Ease of Use to Electronic Customer Relationship Management (E-CMR) which is mediated by Brand image. The research approach used is quantitative. The research sample is determined by non probability sampling which takes 100 samples of e-commerce application consumers in Indonesia. The results showed that there is a relationship between Brand Image and Electronic Customer Relationship Management (E-CRM). There is a relationship between E-Service Quality and Brand Image. There is a relationship between E-Service Quality and Electronic Customer Relationship Management (E-CRM). There is a relationship between Ease of Use and Brand Image. There is no relationship between Ease of Use and Electronic Customer Relationship Management (E-CRM). There is a relationship between E-Service Quality and Electronic Customer Relationship Management (E-CRM) which is mediated by Brand Image. There is a relationship between Ease of Use and Electronic Customer Relationship Management (E-CRM) which is mediated by Brand Image.

scholarly journals Improvement Strategy of Competitive Advantage and Marketing Performance of Public Market

2018 ◽  
Vol 4 (2) ◽  
pp. 120
Author(s):  
Endah Budiarti
Keyword(s):  
Service Quality ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Equation Modeling ◽  
The Public ◽  
Marketing Performance ◽  
Public Market

The purpose of this research is to analyze and prove the influence of customer relationship management (CRM), service quality and entrepreneurship orientation to competitive advantage and marketing performance and to analyze and prove the influence of competitive advantage to marketing performance of the public market in East Java Province. The object of this research is the whole market unit of the public in East Java Province spread over 29 regencies and 9 cities in East Java Province amounting to 335 units of the public market. The unit of analysis (analysis unit) in this research is a revitalized public market that is 67 public market in East Java Province. While the observation unit is a trader or tenant of a community market stand in East Java Province. The number of public market traders in the market that has been revitalized today is 25,000. In this study, researchers measured the marketing performance of the Public market in East Java Province based on the perception of the trader or tenant stand, so the measure of marketing performance is perceptual. The sample used is 190 merchants. The number is spread across 67 units of the public market in East Java Province. The model to be used in this research is the model of causality or relationship. To test the proposed hypothesis, the analysis technique uses SEM (Structural Equation Modeling), with AMOS statistic software. The results of hypothesis testing: Customer relationship management, Quality of service and entrepreneurial orientation significantly influence the competitive advantage of the market public in East Java Province. Customer relationship management and service quality significantly influence the marketing performance of the public market in East Java Province, while the orientation of entrepreneurship has no significant effect on marketing performance of the public market in East Java Province. Competitive advantage influences the marketing performance of public market significantly in East Java Province.

scholarly journals The Relationship between Work Satisfaction and Service Satisfaction in Perspective of Financial Specialist-Customer Relationship

2012 ◽  
Vol 4 (8) ◽  
pp. 434-443
Author(s):  
Chun-Chu Liu ◽  
Chien-min Huang .
Keyword(s):  
Job Satisfaction ◽  
Customer Relationship Management ◽  
Treatment Satisfaction ◽  
Work Satisfaction ◽  
Relationship Management ◽  
Descriptive Statistics ◽  
Decision Makers ◽  
Customer Relationship ◽  
Relationship Of ◽  
The Relationship

This study is based on customer relationship management (CRM). The purpose of the study is to explore the relationship between customer relationship and job satisfaction of financial specialists in perspective of customer treatment satisfaction. The study on customer relationship is divided into five aspects, which are awareness, exploration, expansion, commitment, and dissolution. Job satisfaction is divided into two aspects including internal and external satisfaction. The relationship of the aspects is studied through questionnaires, descriptive statistics, and multiple regression analysis. Results show that CRM and the financial specialist’s satisfaction have significant effects to the financial specialists and customer relationship and the financial specialists and customers satisfaction. Therefore, we would propose to the decision-makers of banks the following recommendations on enforcement of CRM in banks and increase of the financial specialist’s work satisfaction.

scholarly journals Marketing Performance Sustainability in the Jordanian Hospitality Industry: The Roles of Customer Relationship Management and Service Quality

2022 ◽  
Vol 14 (2) ◽  
pp. 803
Author(s):  
Jassim Ahmad Al-Gasawneh ◽  
Khalid N. AlZubi ◽  
Marhana Mohamed Anuar ◽  
Siti Falindah Padlee ◽  
Adnan ul-Haque ◽  
...  
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Mediating Role ◽  
Marketing Performance ◽  
Performance Dimensions ◽  
The Relationship ◽  
Key Customer

This study examines the mediating role of service quality between customer relationship management (CRM) performance dimensions and the marketing performance of Jordanian hotels using resource-based view theory and contingency theory. A self-administered survey was conducted on 162 general managers of hotels in Jordan. The data were analyzed using partial least squares structural equation modelling. The findings of the study indicated that service quality mediated the relationship between the CRM performance dimensions (key customer focus, CRM knowledge management, CRM organization, and CRM-based technology) and the marketing performance of Jordanian hotels. This study provides significant contributions to theory and practice. From a theoretical perspective, this study fills in the literature gaps by providing insights about the mediating role of service quality in the relationship between customer relationship management performance dimensions and marketing performance. For managerial contributions, this study suggested that hotels can enhance their marketing performance by focusing on service quality and customer relationship management performance dimensions, especially the key customer focus dimension.

scholarly journals The Comparison of Customer Relationship Management (Crm) in Czech Small and Medium Enterprises According to Selected Characteristics in the Years 2015, 2010 and 2005

2017 ◽  
Vol 65 (5) ◽  
pp. 1767-1777 ◽  
Author(s):  
Halina Starzyczná ◽  
Pavlína Pellešová ◽  
Michal Stoklasa
Keyword(s):  
Customer Relationship Management ◽  
Small And Medium Enterprises ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Contact ◽  
Starting Point ◽  
Definition Of ◽  
Medium Enterprises ◽  
Relationship Of ◽  
The Relationship

The aim of the article is to present the results of the research in 2005 and 2015, respectively 2010, in the field of Customer Relationship Management (CRM). The subject of the research is CRM knowledge, CRM definition preference, customer contact level, and CRM results. The object of the research are the SMEs in the Moravian‑Silesian Region. A method of comparison of selected characteristics was used. Starting point is a brief theoretical discussion based on selected studies, including a brief genesis of research. Recent primary research using questionnaire survey addressed 736 respondents. Comparing the results of the research confirmed the growth of CRM skills between 2010 and 2015. In 2015, the first place in the preferences of the definition of CRM won the option A, meaning the creation of lasting relationships with customers, which delivers long‑term value to both parties to the relationship. The share of respondents who voted for it, was higher than in 2005. To compare the level of contact with customers, 4 ways of contacting them were selected. Adverse developments showed up for the customer records, higher was its randomness, which was not expected. More sophisticated ways of contacting customers confirmed a positive change, though not very significant. The most important result in 2005 and 2015 was the increase in the number of loyal customers, which contributes to the growth of profitability. In the end of the article, hypothesis about the relationship of the size of SMEs and CRM knowledge is confirmed by using logistic regression, and premises are verified about the comparison of results in various years. It turns out that the CRM can be beneficial for SMEs, so it should be implemented in its management system.

Customer relationship management and service quality, a survey within the banking sector

2014 ◽  
Vol 46 (2) ◽  
pp. 77-83 ◽  
Author(s):  
Changiz Valmohammadi ◽  
Mohammad Beladpas
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Banking Sector ◽  
Relationship Management ◽  
Service Industries ◽  
Customer Relationship ◽  
Cross Sectional ◽  
Content Type ◽  
The Relationship

Purpose – In the centre of marketing activities today is the service quality. For the banks to be successful in the intensively competitive environment, they are bound to attach importance to service quality. The purpose of the present study is to reveal the relationship between the customer relationship management (CRM) and the service quality of bank Sepah of Maku in Iran. Design/methodology/approach – A structured questionnaire survey was used to collect data for this research, and this process was administered by conducting personal interviews. The questionnaire included self-developed items, as well as items from questionnaires used in previous researches. Findings – The findings of this study suggest that managers, who aim to build and sustain a service quality base, should concentrate on the issue of communication. And also, this bank should implement strategies aimed at improving the communication with customers and obtaining information concerning the customers' needs, and resolving conflicts between the customer and the bank during a service failure. Research limitations/implications – The sample is restricted to only one bank, so it is strongly recommended that data be gathered from various parts of Iran including both manufacturing and service industries. As in this study the data gathered were cross-sectional, it is recommended in order to gain deeper understanding of the cause-and-effect relationship among the variables data to be gathered longitudinally. Originality/value – To the best knowledge of the authors this study is the first attempt to survey the relationship and the effects of CRM processes on the service quality of banking industry in the context of Iran.

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