scholarly journals The effect of CRM on employee performance in banking industry

2021 ◽  
Vol 9 (2) ◽  
pp. 295-306 ◽  
Author(s):  
Lis M. Yapanto ◽  
Ahyar Muhammad Diah ◽  
Kannapat Kankaew ◽  
Anita Kusuma Dewi ◽  
William Rene Dextre-Martinez ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Statistical Method ◽  
Multinational Corporation ◽  
Banking Industry ◽  
Employee Performance ◽  
Relationship Management ◽  
Strong Relationship ◽  
Quantitative Approach ◽  
Consumer Loyalty ◽  
The Relationship

The relationship between the organization and its clients is the life of every enterprise, whether it is a multinational corporation of several billion employees and a multi-million-deposit business or sole traders with a handful of daily customers. The relationship between the organization and its traditions is the key concern. Between these two cases, consumer relationship management (CRM) is the same in theory and may differ significantly. Both the company and consumers have some factors to meet, such as the desires and expectations of all sides, before forming a contract. We need to earn a profit to succeed and to improve clients expect excellent support, better goods and reasonable pricing. The implementation of a CRM program will impact consumer service and customer knowledge for various purposes. Likewise, adopting a CRM strategy would definitely affect consumer loyalty and awareness. CRM guarantees that consumers are happy and strengthens ties between the company and its clients. Such practices improve the partnership between customers and sales representatives. The study carried out the quantitative approach in the delivery of the questionnaire to more than 100 bank customers. In concise and inferential statistics, the data were handled using the SPSS statistical method. Data indicates that the strong relationship between consumer loyalty and customer happiness of CRM technologies occurs and the stronger the overall customer satisfaction score, the larger the volume of CRM technology deployed.

scholarly journals The effect of CRM on employee performance in banking industry

2021 ◽  
Author(s):  
Lis M Yapanto
Keyword(s):  
Customer Satisfaction ◽  
Statistical Method ◽  
Multinational Corporation ◽  
Banking Industry ◽  
Employee Performance ◽  
Relationship Management ◽  
Quantitative Approach ◽  
Consumer Loyalty ◽  
Customer Knowledge ◽  
The Relationship

The relationship between the organization and its clients is the life of every enterprise, whetherit is a multinational corporation of several billion employees and a multi-million-deposit businessor sole traders with a handful of daily customers. The relationship between the organization andits traditions is the key concern. Between these two cases, consumer relationship management(CRM) is the same in theory and may differ significantly. Both the company and consumers havesome factors to meet, such as the desires and expectations of all sides, before forming a contract.We need to earn a profit to succeed and to improve clients expect excellent support, better goodsand reasonable pricing. The implementation of a CRM program will impact consumer serviceand customer knowledge for various purposes. Likewise, adopting a CRM strategy woulddefinitely affect consumer loyalty and awareness. CRM guarantees that consumers are happyand strengthens ties between the company and its clients. Such practices improve the partnershipbetween customers and sales representatives. The study carried out the quantitative approach inthe delivery of the questionnaire to more than 100 bank customers. In concise and inferentialstatistics, the data were handled using the SPSS statistical method. Data indicates that the strongrelationship between consumer loyalty and customer happiness of CRM technologies occurs andthe stronger the overall customer satisfaction score, the larger the volume of CRM technologydeployed.

What matters most in achieving customer satisfaction in banking? A study from the perspective of employee characteristics

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Wajeeha Aslam ◽  
Kashif Farhat ◽  
Imtiaz Arif ◽  
Chai Lee Goi
Keyword(s):  
Customer Satisfaction ◽  
Banking Industry ◽  
Employee Performance ◽  
Partial Least Square ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Content Type ◽  
And Performance ◽  
Employee Characteristics ◽  
The Relationship

PurposeThis study aims to identify the factors that influence customer satisfaction in the banking sector from the perspective of employee characteristics. More specifically, this study identifies the impact of employee etiquettes, employee performance, technical selling skills and customer-oriented behavior on customer satisfaction in the banking industry. The study also seeks to investigate the mediating effect of employee etiquettes, employee performance and technical selling skills on the relationship between customer satisfaction and customer-oriented behavior.Design/methodology/approachThe data were collected with the help of a Likert scale questionnaire from the active banking customers in Karachi, Pakistan, who visit bank branches once a month minimum. For 268 responses, partial least square-structural equation modeling (PLS-SEM) technique was employed for hypothesis testing.FindingsThe results showed a positive and significant relationship between customer-oriented behavior and employee etiquettes, technical selling skills and performance. The employee’s customer-oriented behavior, etiquettes, technical selling skills and performance were also found to be significantly related with customer satisfaction. Finally, the results revealed that technical selling skills, employee performance and employee etiquettes partially mediate the relationship between customer-oriented behavior and customer satisfaction.Practical implicationsIt is recommended that banking employees should adopt customer-oriented behavior in order to achieve and maintain customer satisfaction. The bank managers should also work on improving the etiquettes and performance of the employees and provide them detailed technical knowledge of the services and products offered by the bank.Originality/valueArguably, it is one of the first studies to examine the mediating effects of employees' technical selling skills and employees' performance on the relationship between customer orientation and customer satisfaction, specifically in the banking industry.

Electronic customer relationship management (E-CRM), customer experience and customer satisfaction: evidence from the banking industry

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Pushpender Kumar ◽  
Anupreet Kaur Mokha ◽  
Subash Chandra Pattnaik
Keyword(s):  
Customer Satisfaction ◽  
Private Sector ◽  
Customer Relationship Management ◽  
Banking Industry ◽  
Relationship Management ◽  
Customer Experience ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Content Type ◽  
The Relationship

PurposeThe purpose of this paper was to examine the relationship between electronic customer relationship management (E-CRM) and customer satisfaction through the mediating role of customer experience in the banking industry.Design/methodology/approachThe data were collected from customers of 10 banks (5 public and 5 private sector banks) of Delhi, India. In total, 836 useable structured questionnaires were filled, and the data were analyzed using structural equation modeling (SEM) through AMOS.FindingsThe results revealed that customer experience mediated the relationship between E-CRM and customer satisfaction confirming well with the hypothesized model.Research limitations/implicationsThe model was tested in the domain of banking industry; future results may be conducted in different domains for improving generalizability. A comparative study between public and private sector banks in terms of E-CRM, customer experience and customer satisfaction could also be conducted.Originality/valueThe study was the first to unequivocally analyze the influence of the E-CRM on customer satisfaction through customer experience in the banking industry. The study also introduced stimulus-organism-response (S-O-R) model as a theoretical support to associate E-CRM to customer satisfaction through customer experience. Thus, this study will enhance the current knowledge base and will also aid E-CRM managers amid decision-making process.

scholarly journals Value Creation on CRM: Evidence of Employee Competence in Bird’s Group Serviced Apartments in Indonesia

2015 ◽  
Vol 1 (1) ◽  
Author(s):  
Irma M Nawangwulan ◽  
Josephine P. Sawirin ◽  
Samuel PD Anantadjaya
Keyword(s):  
Customer Satisfaction ◽  
Value Creation ◽  
Employee Performance ◽  
High Growth ◽  
Influential Factors ◽  
Quantitative Approach ◽  
Customer Relationship ◽  
General Level ◽  
Fast Pace ◽  
Organizational Value

With the fast-pace growth on apartment buildings in major cities in Indonesia, it is interesting to investigate the underlying reasons behind such high growth rates. Relying on the perspective of employee competence and prevailing activities on customer relationship management (CRM), this study intends to investigate the degree on influential factors toward organizational value creation for Bird Group, as the owner/manager of a few service apartments in the city of Bandung, in the province of Jawa Barat, Indonesia. It has become a public knowledge that any potential improvements on employee competence should generally impact the employee performance in carrying their tasks and responsibilities. Improvements on employee performance are expected to bring about enhancements on the combinations of CRM activities. The betterment in CRM activities may likely inspire public to step-up their buying intentions (BI) toward products/services. This may be true as the general level of customer satisfaction has increased. Undoubtedly, the higher BI is expected to push-up the organizational value creation. Having said that, it is uncertain whether or not such relationships do occur among those chosen variables in this study. This study relies on a quantitative approach to objectively evaluate empirical evidence. Since there are countless theoretical discussions on competence and the needs for employee training/development, this study seeks to investigate the actual significant influence of employee competence toward CRM activities, BI, customer satisfaction and organizational value creation. It is expected that the relationships among variables are positive and significant. In addition to the quantitative approach, a qualitative method is also utilized to extract managerial insights on the relationships among variables/indicators. Keywords: employee competence, CRM, customer satisfaction, buying intention, organizational value creation

Does Technology Acceptance Change the Way from CRM to Customer Loyalty?

2012 ◽  
pp. 98-111
Author(s):  
Yi-Yuan Liu
Keyword(s):  
Path Analysis ◽  
Technology Acceptance ◽  
Customer Loyalty ◽  
Banking Industry ◽  
Relationship Management ◽  
Mediating Effect ◽  
Customer Relationship ◽  
Continuance Commitment ◽  
Retail Banks ◽  
The Relationship

This study explores the moderating effect of technology acceptance on the relationship between customer relationship management (CRM) in terms of distribution and tailor-made functions and customer loyalty in the banking industry. The author uses LISREL two-group path analysis to find the variances between high and low technology acceptance. Data collected from the customers of nine retail banks show that commitments have a mediating effect on the relationship between the tailor-made function of CRM and customer loyalty, while technology acceptance has significant effects on both relationships between the two functions of CRM and continuance commitment.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN NILAI PELANGGAN TERHADAP TINGKAT KEPUASAN MAHASISWA (STUDI KASUS DI UNIVERSITAS AZZAHRA JAKARTA)

2018 ◽  
Vol 13 (2) ◽  
pp. 187-209
Author(s):  
Asep Candra Hidayat
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Student Satisfaction ◽  
Customer Value ◽  
Strong Relationship ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
R Value ◽  
The Relationship ◽  
Positive Effect

This study aimed to analyze how much influence service quality, customer value on the level of customer satisfaction. The sampling method used is Proportionate Random Sampling. The sample in this study followed the formula Slovin, or as many as 100 students of  Azzahra University, Jakarta.Data that has met the test of validity and reliability further processed to produce a regression equation Y = 0.484+ 0021 0686 X1 + X2, where Y is the variable rate Student Satisfaction, X1 is a variable Quality of Service and Customer Value X2 is variable.Hypothesis testing using t test showed that each of the independent variables studied was shown to significantly affect partially dependent variable Student Satisfaction.Quality of service partially positive effect on customer satisfaction shown by the r value of 0.663, which means a strong relationship between them. While the value of the coefficient of determination (R2) amounted to 0,439, which means that service quality may explain the variable of student satisfaction of 43.9%, while the remaining 56.1% is explained by other variables.Customer value partially positive effect on customer satisfaction shown by the r value of 0.832 which means the relationship between them is very strong. While the value of the coefficient of determination (R2) amounted to 0,692, which means that service quality may explain the variable of student satisfaction at 69.2%, while the remaining 30.8% is explained by other variables.Then through the F test can be known simultaneously that both variables of service quality and customer value has a significant impact on customer satisfaction shown by the r value of 0.835 which means the relationship between them is very strong. While the value of the coefficient of determination (R2) is equal to 0.697, which means that service quality may explain the variable of student satisfaction at 69.7%, while the remaining 30.3% is explained by other variables.

scholarly journals The Impact of a Time Gap on the Process of Building a Sustainable Relationship between Employee and Customer Satisfaction

2020 ◽  
Vol 12 (18) ◽  
pp. 7446
Author(s):  
Lukasz Skowron ◽  
Marcin Gąsior ◽  
Monika Sak-Skowron
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Strong Relationship ◽  
Management Policy ◽  
Time Shift ◽  
Time Gap ◽  
One Year ◽  
The Impact ◽  
The Relationship

The aim of this paper is to describe the relationships between changes in employee indices (motivation and satisfaction) and customer indices (satisfaction and loyalty) in a single- and multi-term perspective. The article presents the results of primary research conducted in two industries (banking services and shopping centers) during three annual reference periods. The authors used the PLS-SEM method in the analytical process. The results of the research suggest that there is a strong relationship between changes in the areas of employee and customer satisfaction in the studied sectors, with a one-year time shift, which the authors called the “time gap”. In addition, it turned out that the strength of influence of the employee’s motivation level on customers is clearly lower than the strength of influence of the employee satisfaction. The occurrence of a “time gap” between employee and customer processes suggests that any changes introduced in the area of customer service as well as broadly understood human resource management policy need some time to become sustainable—to be noticed by the market and coded in the minds of the recipients of the offer as the new and currently applicable standard. The article makes a successful attempt at a long-term analysis of the relationship between employees and customers, assuming a time delay between both phenomena. As a result of the conducted research, it was possible to operationalize the discussed relationship in terms of strength and direction as well as the time shift.

The relationship between customer satisfaction and customer relationship management system; a case study of Ghavamin Bank

2014 ◽  
Vol 46 (4) ◽  
pp. 220-227 ◽  
Author(s):  
Alireza Rezghi Rostami ◽  
Changiz Valmohammadi ◽  
Jahan Yousefpoor
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Capital City ◽  
Validity And Reliability ◽  
Statistical Population ◽  
Content Type ◽  
Crm System ◽  
The Relationship

Purpose – The purpose of this paper is to study the relationship between customer relationship management (CRM) system and customer satisfaction in branches of Ghavamin Bank in the capital city of Iran, Tehran. Design/methodology/approach – Based on the review of literature a questionnaire was designed. After the verification of its validity and reliability, the data were collected from statistical population, the customers of selected branches at Tehran city. The data were analyzed using inferential statistics and the SPSS software, and frequency distribution, distribution indexes, Pearson's correlation, and regression methods were also used. Findings – The results revealed that the four factors of CRM system, i.e. service quality, service characteristics, level of service access, and handling complaints have a positive effect on customer satisfaction in the surveyed branches of Ghavamin Bank. Research limitations/implications – The sample is restricted to only one city, so in generalizability of the obtained results caution should be taken. Originality/value – Given the ever growing importance of banking industry in Iran as a developing country, the results of this study could help policy makers of the surveyed bank to realize the importance of CRM's criteria and characteristics in increasing customer satisfaction.

Moderating Effect of Marketing Mix Strategy on the Relationship Between Service Quality and Customer Satisfaction of Commercial Bank Customers, Nairobi Kenya

2017 ◽  
Vol 3 (1) ◽  
Author(s):  
Victor Lusala Aliata ◽  
Patrick B. Ojera ◽  
Jairo K. Mise
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Commercial Bank ◽  
Banking Industry ◽  
Marketing Mix ◽  
Product Price ◽  
Negative Results ◽  
Marketing Mix Strategy ◽  
The Relationship

Marketing strategy remains a critical driver of customer satisfaction and competitiveness in the banking industry globally. Despite this, Commercial banks in Kenya are yet to attain required customer satisfaction levels. This is evident in the low average customer satisfaction index (CSI) which dropped from 67% in 2011 with a downward trend to 60% in 2015 way below the Kenyan Banking industry benchmark of 77%. Studies on the relationship between service quality and customer satisfaction revealed both positive and negative results. These suggest that the relationship may be affected by other factors such as marketing mix strategy. Previous studies have not addressed the role of marketing mix strategy comprising of product, price, promotion, place, people, process and physical evidence in the relationship between service quality and customer satisfaction. The role of a moderating variable like marketing mix strategy can have a strong influence on the strength of the relationship thus it’s needed for the study. The main purpose of this study was to analyze the effect of marketing mix strategy on the relationship between service quality and customer satisfaction of commercial bank customers in Nairobi, Kenya.

Factors That Influence Consumer Loyalty of Services Acquired via the Internet in Mexico

2019 ◽  
Vol 17 (4) ◽  
pp. 16-29
Author(s):  
Berenice Juárez-Lóopez ◽  
Grace Aileen Ruiz-Santoyo
Keyword(s):  
Customer Satisfaction ◽  
Emerging Economies ◽  
Customer Loyalty ◽  
Structural Equations ◽  
Quantitative Methodology ◽  
Consumer Loyalty ◽  
Positive Effects ◽  
Travel Services ◽  
The Relationship ◽  
Analyze Data

Electronic commerce has grown in recent years, which has allowed online companies to get closer to their customers. The challenge is to satisfy buyers and maintain their loyalty. This article proposes an empirical model that contributes to formulating strategies to increase customer loyalty, based on the study of satisfaction, fulfillment, and privacy. This study presents a quantitative methodology, with a causal scope and cross section. A model of structural equations was applied to analyze data from a sample of 384 online buyers of electronic travel services in the Mexican context. The results indicate that privacy and fulfillment have positive effects on customer satisfaction; however, they do not have a significant effect on loyalty. Finally, customer loyalty is positively affected by customer satisfaction. These factors have been studied in various contexts, and the relationship between them has been positive and significant. Lastly, from these findings, specific strategies are considered for the improvement of online companies in other emerging economies.

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