scholarly journals The Impact of Customer Relationship Management on Long-term Customers’ Loyalty in the Palestinian Banking Industry

2017 ◽  
Vol 10 (11) ◽  
pp. 139
Author(s):  
Raed A. M. Iriqat ◽  
Mohannad A. M. Abu Daqar
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
System Integration ◽  
Banking Industry ◽  
Relationship Management ◽  
Customer Relationship ◽  
Quality Level ◽  
Crm System ◽  
The Impact

This paper aims to investigate the impact of customer relationship management on Long-term Customers’ Loyalty in the Palestinian banking industry. The data was collected through distributing questionnaires on the Palestinian banking employees. Using multiple regression analysis tests, this paper finds these results; there is a positive and strong linear relationship between dependent variable “long-term customers’ loyalty” and CRM, the CRM dimensions are service quality, customer’s database, solving customer’s problems, employees behavior, and CRM system integration. At the end, the two predictors (employee’s behavior and CRM system integration) explained 48.2% of the variance in the long-term customers’ loyalty. The scholars’ found that banks have to investigate why there is a difference in the service quality level between male and female employees where male employees more effective than females. Furthermore, banks need to update their customers’ database in order to be alerted to changes in their customers’ requirements and needs to retain their loyal relationships with customers.

scholarly journals The Role of Customer Relationship Management on Enhancing the Customers’ Satisfaction in the Banks in Palestine

2017 ◽  
Vol 11 (12) ◽  
pp. 84 ◽  
Author(s):  
Raed Ali Iriqat ◽  
Mohannad A. M. Abu Daqar
Keyword(s):  
Regression Analysis ◽  
Service Quality ◽  
Customer Relationship Management ◽  
System Integration ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Crm System ◽  
Correlation Tests

The aim of this paper is to investigate the role of customer relationship management on customers’ satisfaction in the banks in Palestine. The primary data was collected from Palestinian Banking Employees. Based on the multiple regression analysis and person correlation tests, this paper finds these results that the regression indicated these two predictors: CRM system integration and Service quality explained 64.2% of the variance (R²= 0.642, F (5,223) =50.222, P< 0.05). The scholars’ found that service quality significantly predicted customers’ satisfaction (ß=.191=, p=0.001), as did CRM system integration (ß=.727=, p=0.000). In addition, study finds that there is a positive significant relationship between customer relationship management dimensions and customers satisfaction. Finally, this study recommended keeping the effective communication between CRM and the bank’s customers.

scholarly journals Impact of customer relationship management on customer satisfaction in hoteling industry

2014 ◽  
Vol 2 (2) ◽  
pp. 8-12
Author(s):  
Sanaullah Nazir ◽  
Sheraz Khan ◽  
Raja Ahmed Jamil ◽  
Qazi Shujaat Mehmood
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Positive Impact ◽  
Relationship Management ◽  
Success For All ◽  
Customer Relationship ◽  
Management Service ◽  
Access To Services ◽  
The Impact

Customer satisfaction is an imperative element of the success for all businesses. One of the biggest challenges of a marketer is how to satisfy and retain the customers. The purpose of this study is to find the impact of customer relationship management on customer satisfaction.  A total of 130 participants was selected through purposive sampling from the different hotels of Islamabad city. Data was collected from the participants by using standardized questionnaires. Results revealed that there is a significant positive impact of different elements of customer relationship management (service quality, access to services and service features) on customer satisfaction and businesses cannot succeed without focusing on customer relationship management in this era.

scholarly journals Internet of Things based Customer Relationship Management – A Research Perspective

2018 ◽  
Vol 7 (2.7) ◽  
pp. 444 ◽  
Author(s):  
Samir Yerpude ◽  
Dr Tarun Kumar Singhal
Keyword(s):  
Internet Of Things ◽  
Real Time ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Mobile Internet ◽  
Customer Relationship ◽  
Time Data ◽  
Crm System ◽  
Real Time Data ◽  
The Impact

Objectives: To study the impact of Internet of things (IoT) on the Customer Relationship Management process and evaluate the benefits in terms of customer satisfaction and customer retention. Methods: An extensive literature review was conducting wherein the constructs of CRM and IoT are studied. Various preliminary information on IoT and CRM system along with the components of Digital enablers have been evaluated. References from research papers, journals, Internet sites, statistical data sites and books were used to collate the relevant content on the subject. The study of all the relevant scenarios where there is a possible impact of IoT origin real time data on CRM was undertaken. Findings: Customer demands are continuously evolving and it is very relevant for all the organizations to align and keep pace with the change. Organizations need to be customer centric and agile to the changing market scenarios. Evaluation of the trends in mobile internet vs desktop internet was also conducted to validate the findings. Application: The usage of real time data emerging out of the IoT landscape has become a reality with the data transmitted over the Internet and consumed by the CRM system. It improves the control on the customer relationship function helping the organizations to operate within healthy and sustained profit  

The impact of customer knowledge and customer relationship management on service quality

2014 ◽  
Vol 6 (1) ◽  
pp. 77-96 ◽  
Author(s):  
Shu-Mei Tseng ◽  
Pin-Hong Wu
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Management Practices ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Future Research ◽  
Customer Knowledge ◽  
Content Type ◽  
The Impact

Purpose – Enterprises realize that customers are their most important asset and recognize that a high level of customer satisfaction can only be achieved by enhancing service quality. Thus, how enterprises acquire customer knowledge by which to initiate and maintain customer relationships, as well as to enhance service quality has become an important issue. The paper aims to discuss these issues. Design/methodology/approach – This study uses a questionnaire and statistical analytical techniques to explore the impact of customer knowledge and customer relationship management (CRM) on service quality. Findings – The results indicated that customer knowledge has a positive influence on service quality and CRM is the partial intervening variable between customer knowledge and service quality. That is, customer knowledge enhances the CRM, while CRM, in turn, increases service quality and provides competitive advantages. Research limitations/implications – This research explored the impact of customer knowledge and CRM on service quality based on the company's perception and there was no validation on the customers' perception of the company. Therefore, it is suggested that future research should involve company staff, current customers, and latent customers to strengthen the triangulation. Practical implications – The results found that customer knowledge is indeed an important source of competitive advantage. Hence, enterprises should acquire valuable customer knowledge in order to enhance the relationship with customers, as well as enhance their service quality. Originality/value – There is still little related literature investigating the relationships amongst customer knowledge, CRM, and service quality. Hence, this study applies questionnaire methods as the main research tools in order to conduct an in-depth investigation into the influence of customer knowledge and CRM on service quality. Furthermore, this research is expected to provide enterprises with valuable suggestions for management practices.

Building an Effective Customer Relationship System (CRM): Saudi Credit Bank Employees Perception of Service Quality

2015 ◽  
Vol 1 (10) ◽  
pp. 60-65
Author(s):  
Alshahrani Meshal Saeed S ◽  
Alshahrani Bander Sayaf Z ◽  
Alshahrani Ahmed Saeed A
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Banking Sector ◽  
Relationship Management ◽  
Major Change ◽  
Customer Relationship ◽  
Key Driver ◽  
Banking Institution ◽  
Marketing Principles

There is a major change in the way which companies organize themselves; switching from product-based to customer-based structures. A key driver of this change is the advent of Customer Relationship Management (CRM). Underpinned by information systems convergence and advanced supporting software, CRM significantly improves the implementation of Relationship Marketing principles. In this study, we explore the main issues enabling or hindering the development of Customer Relationship Management – factor of successful business and long-term profitability in the banking sector. We analyze the service quality offered to customers and its implications for the performance of a banking institution clarifying drawbacks, mainly, drawbacks concerning organization and resource use to support quality service, of the services provided by the Saudi Credit Bank.

Possibilities of Implementing Customer Relationship Management in the Function of Improving the Competitiveness of the Civil Engineering Sector

2015 ◽  
Vol 725-726 ◽  
pp. 977-983 ◽  
Author(s):  
Boban Melovic ◽  
Mijat Jocovic ◽  
Irina Lugovskaya ◽  
Nikolai Vatin
Keyword(s):  
Customer Relationship Management ◽  
Business Processes ◽  
Civil Engineering ◽  
Relationship Management ◽  
Business Environment ◽  
Customer Relationship ◽  
Business Strategies ◽  
Crm System ◽  
Modern Business

Modern business strategies and quality of business environment are conditions for increasing competitiveness of companies in the civil engineering sector. Basic idea of Customer Relationship Management (CRM) is to shift the focus from the product to the buyer and in that way to build quality, long term and profitable relations. Products and services must be adjusted to the demands and specifications of certain clients. CRM is not a technology but a business concept, business philosophy. Basic aim of CRM in the civil engineering sector is gaining and keeping customers with the biggest purchasing potential. The article show that the implementation of the CRM system is in the direct positive correlation with business results of the companies from the civil engineering sector. In order to make the CRM strategy successful, it is necessary to determine appropriate strategy of creating long term, sustainable and profitable relationships with buyers, then to adjust business processes of the company and if necessary to adapt the organizational structure to creating the environment which is totally focused on the buyer.

scholarly journals THE IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT DIMENSIONS ON SERVICE QUALITY

2021 ◽  
Vol 23 (2) ◽  
pp. 24-41
Author(s):  
Jassim Ahmad Al-Gasawneh ◽  
Marhana Mohamed Anuar ◽  
Zdzisława Dacko-Pikiewicz ◽  
Jumadil Saputra
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
The Impact

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.

The Impact and Interaction Effect of HR and IT Applications on the Performance of Customer Relationship Management in the Banking Industry

2015 ◽  
Vol 28 (3) ◽  
pp. 29-41
Author(s):  
Yu-Chiang Wang ◽  
Yi-Feng Yang
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
Interaction Effect ◽  
Banking Industry ◽  
Relationship Management ◽  
Potential Interaction ◽  
Customer Relationship ◽  
Hierarchical Regression ◽  
Two Samples ◽  
The Impact

This study investigates the impact of human resource (HR) capability and information technology (IT) application, and their potential interaction effect on the development of customer relationship management (CRM) performance in the banking industry. A total of 800 questionnaires were distributed in the summer of 2012 to five Taiwanese banks which have applied the e-CRM system to their customer service operations. The empirical analysis was carried out with two samples, the sales personnel and the customers, and the multiple hierarchical regression were performed to test for main effects and interaction effects on CRM performance. The findings showed that the positive performance of HR and IT capabilities. In addition to the direct influences of the resources, the main result is towards the interaction of these capabilities, which leads to the predictions of its CRM advantage.

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