The impact of the customer relationship management on organizational productivity, customer trust and satisfaction by using the structural equation model: A study in the Iranian hospitals

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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ANALISIS STRATEGI CUSTOMER RELATIONSHIP MANAGEMENT (CRM) PADA PEGADAIAN SYARIAH (Studi Kasus Pada Pegadaian Syariah Di Provinsi Jambi)

NUR EL-ISLAM : Jurnal Pendidikan dan Sosial Keagamaan ◽

10.51311/nuris.v6i1.118 ◽

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.

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PENGARUH KUALITAS JASA, CITRA PERUSAHAAN DAN TINGKAT SUKU BUNGA KREDIT TERHADAP KEPUTUSAN PENGAMBILAN PRODUK KREDIT MIKRO

10.31227/osf.io/3scx2 ◽

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

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A Structural Equation Model of Customer Relationship Management Factors Affecting Customer Retention of Long-Stay Travelers in the Thai Tourism Industry

Research Journal of Business Management ◽

10.3923/rjbm.2015.1.24 ◽

2014 ◽

Vol 9 (1) ◽

pp. 1-24 ◽

Cited By ~ 1

Author(s):

K. Tawinunt ◽

T. Phimonsath ◽

Wanno Fongsuwan

Keyword(s):

Structural Equation Model ◽

Customer Relationship Management ◽

Structural Equation ◽

Relationship Management ◽

Customer Retention ◽

Equation Model ◽

Tourism Industry ◽

Customer Relationship ◽

Factors Affecting ◽

Management Factors

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The Impact of Customer Relationship Management Systems on Dynamic Capabilities at Firms

Journal of Global Information Management ◽

10.4018/jgim.2021010106 ◽

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.

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Pengaruh Kualitas Jasa, Citra Perusahaan dan Tingkat Suku Bunga Kredit Terhadap Keputusan Pengambilan Produk Kredit Mikro

10.31227/osf.io/tpzwk ◽

2018 ◽

Author(s):

Hengki Mangiring Parulian Simarmata

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

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ANALISIS USABILITY PADA APLIKASI BERBASIS WEB DENGAN MENGADOPSI MODEL KEPUASAN PENGGUNA (USER SATISFACTION)

Jurnal Sistem Informasi ◽

10.21609/jsi.v6i1.278 ◽

2012 ◽

Vol 6 (1) ◽

pp. 70

Author(s):

Dana Indra Sensuse ◽

Sigit Hadi Prayoga

Keyword(s):

Structural Equation Model ◽

Customer Relationship Management ◽

User Satisfaction ◽

Structural Equation ◽

Statistical Tests ◽

Relationship Management ◽

User Acceptance ◽

Equation Model ◽

Ease Of Use ◽

Customer Relationship

Iklim persaingan antar perusahaan telekomunikasi yang saat ini semakin kuat sangat terkait dengan mekanisme perusahaan dalam memberikan layanan purna jual atas jasa yang diberikan serta bagaimana perusahaan dapat membuka hubungan langsung dengan pelanggannya. Perusahaan membangun suatu cara yang dapat menjaga loyalitas pelanggannya. Pendekatan tren teknologi yang dapat menyajikan layanan ini adalah melalui CRM (Customer Relationship Management). Analisis usability pada aplikasi berbasis web dengan mengadopsi model penerimaan pengguna aplikasi, difokuskan pada analisis aspek usability pengguna yang bertindak sebagai pelanggan yang menikmati produk dan layanan suatu perusahaan. Saat ini, sudah cukup banyak teori model penerimaan pengguna terhadap suatu aplikasi. Salah satunya adalah dengan model kepuasan pengguna (User Satisfaction). Pengumpulan data dilakukan dengan survei kepuasan pengguna terhadap aplikasi. Berdasar pada landasan teori yang ada, uji statistik pada model kepuasan pengguna memanfaatkan teori Structural Equation Model (SEM) dan perangkat lunak LISREL 8.80. Hasil penelitian menemukan beberapa kaitan antara variabel laten pengukuran dengan variabel lainnya.Penelitian ini secara khusus menemukenali pula bahwa sajian content memberikan pengaruh positif secara signifikan terhadap kepuasan pengunjung website, dibanding aspek Ease of Use, Customization dan Download Delay. Hasil penelitian juga menghasilkan rekomendasi perbaikan atas aplikasi yang diharapkan dapat meningkatkan kemanfaatan (usability) aplikasi. The Atmosphere of competition among telecommunications companies that are currently growing strongly associated with the mechanism of the company in providing after-sales service for services given and how the company can open a direct relationship with customers. Company builds a way that can keep the loyalty of its customers. Approach to technology trends that can provide these services are through the CRM (Customer Relationship Management). Analysis of usability in web-based applications by adopting a model of user acceptance of applications, focused on the analysis of usability aspects of the user who acts as the customer who enjoys the company's products and services. Currently, there are some theoretical models of user acceptance of an application. One way is to model user satisfaction (User Satisfaction). The data was collected with a user satisfaction survey of the application. Based on the existing foundation theory, statistical tests on the model of user satisfaction utilizing the theory of Structural Equation Model (SEM) and LISREL 8.80 software. The study found some association between the latent measurements variables with other variables. This study specifically identifies that the content provided also provides a significantly positive influence on satisfaction of website visitors, than the aspect of Ease of Use, Customization and Download Delay. The results also generate recommendations for improvement for applications that are expected to increase the usefulness (usability) applications.

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Validating A Proposed CRM Implementation Framework For The Mauritian Hotel Industry

African Journal of Hospitality, Tourism and Leisure ◽

10.46222/ajhtl.19770720.191 ◽

2021 ◽

Vol 10 (10(6)) ◽

pp. 1758-1777

Author(s):

Vanisha Oogarah-Hanuman ◽

Visvanathan Naicker

Keyword(s):

Factor Analysis ◽

Structural Equation Model ◽

Customer Relationship Management ◽

Structural Equation ◽

Success Factors ◽

Hotel Industry ◽

Relationship Management ◽

Equation Model ◽

Customer Relationship ◽

Critical Success

This article validates a proposed Customer Relationship Management conceptual framework for the Mauritian Hotel Industry based on identified critical success factors. The research provided insights on how different factors need to be considered to ensure a smooth implementation of a Customer Relationship Management strategy and to address the causes of Customer Relationship Management project failures. Extant reviews of the literature on Customer Relationship Management theoretical frameworks, Customer Relationship Management causes of failure, and critical success factors for Customer Relationship Management success were conducted and subsequently 33 items were identified. An exploratory factor analysis was done to validate the results of the survey followed by which a confirmatory factor analysis was conducted to confirm the appropriateness of the proposed theoretical model, followed by a Structural Equation Model analysis conducted to validate the adequacy of the proposed model. The Structural Equation Model analysis confirmed the appropriateness of the proposed framework and confirmed the exactitude of each Customer Relationship Management success factor included in the framework. The design of the new proposed conceptual framework intends to provide a novel approach of in-depth knowledge on how to implement Customer Relationship Management in the Mauritian Hotel Industry and acts as a guideline for hotel managers to implement CRM successfully and to increase profitability.

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

Journal of Contemporary Marketing Science ◽

10.1108/jcmars-12-2020-0050 ◽

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.

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

Modern Applied Science ◽

10.5539/mas.v10n3p142 ◽

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

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

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