scholarly journals Factors preceding CRM readiness in small- and medium-sized tourism enterprises

2015 ◽  
Vol 15 (1) ◽  
Author(s):  
Dinesh Vallabh ◽  
Laetitia Radder ◽  
Danie Venter
Keyword(s):  
Business Strategy ◽  
Quantitative Research ◽  
Customer Relationship ◽  
Primary Data ◽  
Systematic Sampling ◽  
Research Approach ◽  
Adoption And Implementation ◽  
Managerial Implications ◽  
Tourism Enterprises ◽  
Data Collections

Orientation: Customer relationship management (CRM) is important to organisations striving for competitive advantage through building relationships with their customers.Research purpose: This study identified the factors preceding CRM and assessed selected South African small- and medium-sized tourism enterprises’ (SMTEs) readiness for CRM.Motivation: CRM is likely to enhance SMTEs’ competitiveness. However, successful adoption and implementation of CRM is unlikely unless the organisation is ready for it.Research design, approach and method: A quantitative research approach and survey questionnaire yielded primary data from 332 respondent organisations selected by systematic sampling. Exploratory factor analysis was used to identify the latent factors preceding CRM readiness. Organisational CRM readiness was assessed based on CRM maturity in terms of data collection, use and sharing throughout the organisation.Main findings: Respondent-organisations performed well on the four factors preceding CRM readiness − business strategy, customer strategy, touch points and competencies, skills and technology and also on data collections and use, but not on data sharing.Practical/Managerial implications: CRM practice is believed to assist organisations in tailoring products and services to customers’ needs, providing customer satisfaction, enhancing customer retention and ultimately improving the organisation’s competitiveness and profitability. CRM might fail if SMTEs do not have CRM-enabling conditions in place and a CRM readiness audit should therefore be performed.Contribution: The study contributes to a largely under-researched area concerning CRM in SMTEs by providing an improved understanding of the factors that will enable SMTEs to engage in CRM activities.

scholarly journals The Effect of Company Reputation and Business Strategy on Company Performance of Banking Industry in Indonesia

2018 ◽  
Vol 7 (4.38) ◽  
pp. 912
Author(s):  
Tongam Lumban Tobing ◽  
. .
Keyword(s):  
Business Strategy ◽  
Quantitative Research ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Research Approach ◽  
Company Performance ◽  
Unit Of Analysis ◽  
Company Reputation ◽  
Public Banks

The number of offices and assets of go-public banking has increased, but their performance has grown unstable. The condition is allegedly related to the issues of business strategy and company reputation. Hence, this study aims to examine the influence of company reputation and business strategy on banking performance in Indonesia. The research uses quantitative research approach on unit of analysis national banking that has been go-public. So the population in this study is all national banks including government, private, and foreign owned which have been go-public. The process of observation is cross section / one shot, ie in 2017. The primary data is obtained through questionnaire towards 43 go-public banks conducted by a census. Analysis of causality to answer the purpose of research, use Partial Least Square (PLS). The results show that the company's reputation and business strategy significantly affect the performance of banking companies in Indonesia either simultaneously or partially. Partially, business strategy is more dominant in affecting company performance than company reputation.   

A Critical Review On Perception & Benefits Of Customer Relationship Management (CRM) System In Indian Private Hospitals

2016 ◽  
Vol 1 (2) ◽  
Author(s):  
Dr. Surendra Kumar ◽  
Dr. Meenakshi Srivastava
Keyword(s):  
Electronic Medical Records ◽  
Customer Relationship Management ◽  
Medical Records ◽  
Relationship Management ◽  
Customer Relationship ◽  
Research Approach ◽  
Private Hospitals ◽  
Crm System ◽  
Systems Implementation ◽  
Adoption And Implementation

The implementation of Customer relationship Management (CRM) Systems has been increased within organizations for the purposes of increasing customer loyalty accompany with decreasing expenses and increasing revenues. The perception of the benefits associated with the implementation of CRM systems is an essential step for the adoption and implementation of CRM systems. Therefore, this paper presents the study conducted to investigate the perception of the CRM systems in the private hospitals in the northern part of India as there is a lack of adoption of CRM systems in hospitals. Qualitative research approach that is interview based was adapted in the study. The management of 10 private hospitals in the northern part of India was interviewed. The results reveal that no hospital has adopted CRM system. In addition, there is a substantial lack of understanding of the benefits of CRM systems in hospitals. Some hospitals claim that the implementation of CRM system is not of their priorities and there are much important projects as the implementation of Electronic Medical Records (EMD). However, other hospitals indicate for an existence of future plan for the adoption and implementation of CRM system. Another issue that needs to be taken into consideration by the vendors of CRM systems is the high costs associated with the implementation of CRM systems in hospitals. Indeed, both the vendors of CRM systems and the managers of hospitals hold the responsibility of the lack of CRM systems implementation in hospitals.

The relationship between MNCs’ strategies and executive staffing

2017 ◽  
Vol 25 (2) ◽  
pp. 233-250 ◽  
Author(s):  
Sangeetha Lakshman ◽  
C. Lakshman ◽  
Christophe Estay
Keyword(s):  
International Business ◽  
Business Strategy ◽  
Global Strategy ◽  
Business Strategies ◽  
Future Research ◽  
Research Approach ◽  
Global Integration ◽  
Content Type ◽  
Managerial Implications ◽  
The Relationship

Purpose The purpose of this paper is to examine the relationship of business strategies with executive staffing of multinational companies (MNCs). Design/methodology/approach Based on in-depth interviews conducted with top executives of 22 MNCs’, the authors identify important connections between international business strategies and staffing orientation. The authors used the qualitative research approach of building theory from interviews; thus, creating theoretical propositions from empirical evidence. Findings The authors find that when the pressure for global integration is high, MNCs use more parent-country national (PCNs) (ethnocentric staffing) as against the use of host-country managers (HCNs) (polycentric staffing) when this pressure is low. Additionally, MNCs using a global strategy are more likely to use an ethnocentric staffing approach, those using a multi-domestic strategy use a polycentric approach and firms using transnational strategy adopt a mix of ethnocentric and polycentric approaches. Research limitations/implications Although the authors derive theoretical patterns based on rich qualitative data, their sample is relatively small and comprises mostly of French MNCs. Generalizability to a broader context is limited. However, the authors’ findings have critical implications for future research. Practical implications The authors’ findings provide critical managerial implications for MNCs in matching their HR strategies with business strategies. These are important for effective strategy implementation. Originality/value Although MNC staffing orientations have been studied for a long time, their relationship to international business strategies is still not clearly understood. The authors contribute to the literature by investigating the relationship between MNCs’ business strategy types with staffing orientations.

scholarly journals ANALYSIS OF FINANCIAL PERFORMANCE BEFORE AND AFTER STREAMLINING THE MANAGEMENT STRUCTURE OF THE STIE MUJAHIDIN TOLITOLI

2019 ◽  
Vol 1 (2) ◽  
pp. 8-16
Author(s):  
Andhy Saputra ◽  
Ijma Ijma
Keyword(s):  
Financial Performance ◽  
Quantitative Research ◽  
Good Governance ◽  
Primary Data ◽  
Research Approach ◽  
Tertiary Institution ◽  
Tertiary Institutions ◽  
Before And After ◽  
And Control ◽  
Profitability Ratios

Good governance of private tertiary institutions is a series of mechanisms to direct and control a tertiary institution so that it runs in accordance with the expectations of all interested parties, by applying the principles of transparency, accountability, responsibility, fairness, independence, equality and fairness. This study aims to determine and analyze the financial performance of STIE Mujahidin Tolitoli in terms of liquidity ratios, solvency ratios, activity ratios and profitability ratios. The study uses a quantitative research approach design by analyzing primary data. Based on the results of research and discussion it can be concluded that the financial performance condition of STIE Mujahidin Tolitoli in terms of Liquidity, Solvency, Activity and Profitability aspects after streamlining the manager structure has increased in value which can be interpreted that the financial performance after streamlining the manager structure is better than before because the value continues to increase and is above the industry average standard.

scholarly journals PENGARUH SISTEM KEUANGAN DESA TERHADAP KINERJA PEMERINTAH DESA DENGAN GOOD GOVERNANCE SEBAGAI VARIABEL INTERVENING DI KABUPATEN KULON PROGO (Studi Kasus di Kecamatan Panjatan)

2020 ◽  
Vol 4 (2) ◽  
pp. 77-94
Author(s):  
Wihastinelahi Wihastinelahi ◽  
Teguh Erawati
Keyword(s):  
Quantitative Research ◽  
Good Governance ◽  
Financial System ◽  
Primary Data ◽  
Research Approach ◽  
The Village

This research was conducted to find out the role of village financial system (Siskeudes) on the performance of village administration with good governance as an intervening variable in Kulon Progo Regency. This research employed quantitative research approach. The data used were primary data. The informants used were village Kaur  and Kasi, the village secretaries, the village financial system operators (Siskeudes). The result showed that: (1) village financial system (Siskeudes) influences on the good governance; (2) good governance influences on the performance of the village administration; (3) village financial system (Siskeudes) no effect to performance of village administration; (4) village financial system (Siskeudes) on the performance of village administration with good governance an an intervening variable.

Employees Outlook Regarding Quality and CRM Link for Enriched Competitive Strategy

2020 ◽  
Vol 9 (2) ◽  
pp. 27-47
Author(s):  
Neeta Baporikar
Keyword(s):  
Financial Services ◽  
Competitive Strategy ◽  
Banking Sector ◽  
Business Environment ◽  
Customer Relationship ◽  
Primary Data ◽  
Research Approach ◽  
Services Sector ◽  
Financial Services Sector ◽  
Management Processes

The business environment is dynamic and faces frequent changes driven by macro and micro factors. Due to these changes, businesses are forced to either evolve or exit. Those that evolve choose the path of advancement and are determined to sustain their competitive positions. The financial services sector is one sector that is particularly undergoing changes and banks particularly in this sector face changes from all front. All segments in which banks operate from payment transfers to home loans are under serious pressures due to FinTechs and technology. The banking sector in Namibia is no exception. Hence, adopting a qualitative research approach with content analysis, primary data gathered by questionnaires from Standard Bank employees, the study aims to investigate employees' outlook regarding quality and CRM nexus for enriched competitive strategy in an ever-changing and competitive environment. The findings reveal that quality and customer relationship management processes do influence customers' experiences, satisfaction levels, and loyalty.

scholarly journals Kaizen implementation and its challenges in small and medium manufacturing firms: A case of Woliso Town, Ethiopia

2021 ◽  
Vol 9 (2) ◽  
pp. 199-208
Author(s):  
Solomon Terfasa Dinka
Keyword(s):  
Quantitative Research ◽  
Resistance To Change ◽  
School Curriculum ◽  
Manufacturing Firms ◽  
Primary Data ◽  
Modern World ◽  
Research Approach ◽  
Continuous Training ◽  
Industrial Transformation ◽  
Scarcity Of Resources

In the modern world, industrial transformation receives great attention. As a result, many companies are becoming successful by implementing Kaizen as a change agent. Nevertheless, there were few pathways of continuous improvements, mainly because of abandonment of Kaizen philosophy, organizational resistance to change, lack of proper implementation and monitoring techniques, lack of employees’ motivation, and scarcity of resources. The study aimed to examine Kaizen implementation and its challenges in small and medium manufacturing firms of Woliso town. The study employed descriptive research adopting a quantitative research approach—the researcher used 55 small and medium manufacturing firms of Woliso town. In addition, the study employed primary data collected through open-ended and close-ended questionnaires. The study found that most sampled firms lack awareness about Kaizen because of a lack of training opportunities. Similarly, Kaizen philosophy is considered exhaustive and routine the attitude of owners, managers, and employees in Kaizen implementation is very weak. Finally, the study recommended that it is important to provide continuous training programs for employees and managers of small and medium manufacturing firms. Most importantly, to extend Kaizen's philosophy, it is essential to incorporate it into the school curriculum.

scholarly journals Technological challenges influencing the implementation of green energy in the SME sector in KwaZulu-Natal (KZN)

2017 ◽  
Vol 8 (3) ◽  
pp. 157-164
Author(s):  
Dabululwandle Memka ◽  
Lawrence Mpele Lekhanya
Keyword(s):  
South African ◽  
Quantitative Research ◽  
Green Energy ◽  
Green Technology ◽  
Research Approach ◽  
Energy Technologies ◽  
Adoption And Implementation ◽  
Kwazulu Natal ◽  
Energy Projects ◽  
Generating Matrix

Electricity is an essential basic need that the South African government needs to pay special attention. A continuous or uninterrupted supply of electricity is essential for industrial production and economic growth and development. Since South Africa is overly reliant on coal fired electricity generating technologies which are environmentally damaging, the move towards green energy technologies to form part of the electricity generating matrix is highly desirable not only to reduce environmental pollution, but also to increase the supply of electricity to meet rising demand. However, the adoption and implementation of green energy projects has not been that easy and progress has been far from satisfactory. This study was therefore consummated to assess the effectiveness of installed green technology in the area of Pinetown in Kwazulu-Natal. The study also investigated the technological challenges affecting the implementation of green energy projects in SME sector in Pinetown Kwazulu-Natal. Furthermore, the study also examined as to what extent technological challenges are affecting the use of installed green technology in the selected area of Pinetown in Kwazulu-Natal. This was followed by exploring strategies that could be implemented to improve effectiveness of installed green technology in Pinetown. A quantitative research approach was adopted. Data collection for this study was performed by distributing and collecting a structured survey questionnaire to respondents. Data analysis for this research was performed using SPSS.

scholarly journals AN ANALYSIS OF PERSONAL FINANCIAL LITERACY AMONG ADULTS IN VHEMBE DISTRICT, A RURAL MUNICIPALITY IN SOUTH AFRICA

2021 ◽  
Vol 9 (1) ◽  
pp. 55-66
Author(s):  
Adam Ndou ◽  
◽  
Sam Ngwenya ◽  
Keyword(s):  
South Africa ◽  
Low Income ◽  
Financial Literacy ◽  
Financial Services ◽  
Financial Management ◽  
Quantitative Research ◽  
Well Being ◽  
Primary Data ◽  
Research Approach ◽  
Vhembe District

Consumers in rural and low-income areas are the most financially vulnerable and are facing challenges with their finances and depend mostly on unsecured loans to finance their daily expenses. This has been exacerbated by global financial crises, which left many consumers in financial strains. The purpose of this paper is to measure the level of financial literacy focusing on the areas of day-to-day money management, financial planning, choosing appropriate financial services and products, and financial knowledge and understanding. The quantitative research approach was used to collect primary data among adults in Vhembe District Municipality (VDM), a rural and low-income municipality in South Africa. Primary data were analyzed through descriptive statistics. The results indicate that the level of financial literacy among adults in VDM is low at 38.73%. The low levels of financial literacy have serious consequences for an adult’s personal financial management skills and lead to their inability to make correct financial decisions. It is apparent that an individual’s level of financial literacy has become important in how individuals manage their finances in today’s complicated financial world. The paper concludes by suggesting interventions that could help adults to improve their level of financial literacy, manage and sustain their financial well-being.

scholarly journals Public outlook on small and medium enterprises as a strategic tool for economic growth and job creation in South Africa

2015 ◽  
Vol 4 (4) ◽  
pp. 412-418 ◽  
Author(s):  
Lawrence Mpele Lekhanya
Keyword(s):  
Economic Growth ◽  
South Africa ◽  
Quantitative Research ◽  
Small And Medium Enterprises ◽  
Job Creation ◽  
Primary Data ◽  
Research Approach ◽  
Survival And Growth ◽  
Analyse Data ◽  
Medium Enterprises

In spite of the key role played by the Small and Medium enterprises in economic development, there has been little effort to look at what needs to be done to improve survival and growth of SMEs. There is still a general lack of in-depth understanding from policy makers and other relevant stakeholders of how SMEs can be used as a strategic tool for economic growth and job creation in South Africa. These misperceptions and misunderstand leads to continuous failure to SMEs survival and growth. This study seeks to address this research gap. The study investigates the public views on what needs to be done to grow South African economy through the development of SMEs. Quantitative research approach was used to collect and analyse data for the study. Primary data was collected from four (4) provinces of South Africa. 230 people participated in the study. Questionnaires were emailed to each respondent and follow-ups were made via telephone. It was found that many SMEs fail within five years of their existence due to the various reasons. The most critical of these were related to lack of access to finance, lack of management experience as well as human capital. Study further revealed that most the SMEs owners/managers do not have business management related skills but rather they are just ordinary entrepreneurs.

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