Customer Relationship Management Research Articles

Factors affecting customers’ perception towards payment banks: An analytical study

Payments Banks (PBs) are new model of banks, conceptualised by the Reserve Bank of India (RBI) to widen the spread of payment and financial services to small businessmen, low-income household groups, migrant and labourers in secured technology-driven environment. The article attempts to explore the factors affecting customers’ perceptions towards Payment Banks. Data has been collected through a questionnaire from 285 respondents who are customers of payment banks in Amritsar. Factor analysis is employed to analyse the responses given by the customers of payment banks. The findings of the study demonstrated that four factors affect customer perceptions towards payment banks namely, ‘User awareness’, ‘Accessibility and Ease of Use’, ‘Technological Support’ and ‘Complaint & Customer Service Management’

Social media marketing, customer relationship management strategies, and e-commerce strategies: Basis for marketing performance framework

Social media marketing, customer relationship management strategies, and e-commerce strategies: Basis for marketing performance framework

Service Quality Management: A Literature Reviews

Service quality management (SQM) is a critical aspect of organizational success in service-based industries, as it directly influences customer satisfaction, loyalty, and financial performance. This literature review aims to synthesize existing research on SQM to provide insights into its conceptualization, measurement, determinants, and strategies for improvement. Drawing on a comprehensive review of academic articles, books, and industry reports, this paper examines the evolution of SQM frameworks and models, including seminal models such as SERVQUAL and SERVPERF, and explores the multidimensional nature of service quality. The review identifies key dimensions of service quality, including tangibles, reliability, responsiveness, assurance, and empathy, and evaluates various measurement and assessment tools used to capture these dimensions. Additionally, the literature review delves into the determinants of service quality, both internal (e.g., organizational culture, employee training) and external (e.g., customer expectations, competitive pressures), highlighting their impact on service quality outcomes. Furthermore, the review discusses best practices and strategies for improving service quality, such as continuous improvement initiatives, customer relationship management (CRM) systems, service recovery mechanisms, and employee empowerment programs. It also examines challenges faced by organizations in managing service quality, such as globalization, technological advancements, and changing customer preferences, and proposes areas for future research to address these challenges. Overall, this literature review contributes to a deeper understanding of SQM by synthesizing existing knowledge, identifying gaps in the literature, and offering practical insights for organizations seeking to enhance service quality and achieve sustainable competitive advantage.

Ai-Powered Customer Experience: Personalization, Engagement, and Intelligent Decision-Making in Crm

There has been a recent increase in interest regarding the remarkable potential of artificial intelligence (AI) to profoundly transform online advertising. The purpose of this research is to critically assess how AI can enhance customer experience (CX) in various business applications. We aim to identify important concepts, evaluate the impact of AI-powered CX initiatives, and offer suggestions for future research. By conducting a thorough analysis of academic publications, industry reports, and case studies, this study extracts theoretical frameworks, empirical findings, and practical insights. The results highlight the significant changes that occur with the integration of AI into Customer Relationship Management (CRM). AI enables personalized interactions, strengthens customer engagement through interactive agents, provides data-driven insights, and empowers informed decision-making throughout the customer journey. Four key themes emerge from research findings: personalized service, improved engagement, data-driven strategy, and intelligent decision-making. However, challenges such as data privacy concerns, ethical considerations, and potential negative experiences with poorly implemented AI persist. This article makes a valuable contribution to the AI in CRM discourse by summarizing the current state, exploring key themes, and suggesting future research opportunities. It is strongly advocated for responsible AI implementation, emphasizing ethical considerations and providing guidance to organizations as they navigate the opportunities and challenges presented by AI.

The Influence of Service Quality, Customer Relationship Management (CRM), and Image on Patient Satisfaction and Service Marketing Performance at A Type B Private Hospital in Makassar

Purpose: The overarching purpose of this research encompasses a multifaceted examination aimed at understanding various factors influencing patient satisfaction and service marketing performance in private hospitals in Makassar. Specifically, the objectives are to explore the impact of service quality, customer relationship management (CRM), and image on patient satisfaction, as well as to analyze their influence on service marketing performance.
  
 Methods: Primary data for this study were collected through a survey conducted among 160 inpatients across four Type B private hospitals in Makassar. The survey was administered between April and June 2022. Data analysis was conducted using Structural Equation Modeling (SEM), a statistical technique utilized to examine complex relationships among variables.
  
 Results and Discussion: The findings of the research revealed several significant insights: (1) Service quality, CRM, and image each had a direct impact on patient satisfaction at private hospitals in Makassar. (2) Furthermore, patient satisfaction was found to significantly influence service marketing performance. (3) Additionally, the study identified indirect effects, such as the influence of service quality, CRM, and image on service marketing performance mediated through patient satisfaction.
  
 Implications of the Research: These findings hold important implications for private hospitals in Makassar. Understanding and enhancing service quality, CRM practices, and image perception can directly contribute to improving patient satisfaction, which in turn positively impacts service marketing performance. By recognizing and addressing these factors, hospitals can better align their strategies to meet patient needs and enhance overall performance.
  
 Originality/Value: This research contributes to the existing literature by providing comprehensive insights into the dynamics between service quality, CRM, image, patient satisfaction, and service marketing performance in the context of private hospitals in Makassar. The study's findings offer valuable guidance for hospital management in devising effective strategies to optimize patient satisfaction and enhance service marketing outcomes, ultimately improving overall organizational performance.

The Role of Machine Learning in Enhancing the Customer Relationship of Indian E-commerce Sector

The integration of machine learning technology in the Indian e-commerce sector shows promise in bolstering customer relationships. By leveraging machine learning within customer relationship management (CRM) systems, businesses can analyze customer behaviors and make data-driven decisions which facilitates personalized advertisement campaigns, improving customer engagement and satisfaction. Machine learning aids in developing customer churn systems to identify and address factors contributing to customer attrition, enhancing overall satisfaction levels. The technology's data mining capabilities enable the prediction of customer purchasing behavior, allowing for personalized product recommendations and improved brand awareness. Furthermore, machine learning models, such as the random forest algorithm, assist in analyzing customer characteristics to devise effective relationship enhancement strategies. Moreover, sentiment analysis and natural language processing functionalities of machine learning contribute to automating customer service, further strengthening customer relationships within the Indian e-commerce landscape.

Unleashing Entrepreneurial Orientation: A Dynamic Exploration of Firm Performance through Knowledge, Social Media, and Customer Relationship Management-Based Capabilities in the Face of Environmental Dynamism

Purpose: This article establishes a connection between entrepreneurial orientation (EO) and firm performance, exploring the mediating effects of knowledge-based capabilities (KBC), social media use capabilities (SMUCs) and customer relationship management capabilities (CRMCs), with moderation by environmental dynamism (ED). Utilising the resource-based view (RBV) framework and a mediation moderation model, the research empirically explores these connections.Design/methodology/approach: Data were gathered via a survey from 900 listed firms in Ethiopia and China, spanning manufacturing and service industries. The questionnaire underwent translation into Chinese and Amharic from English. A quantitative approach, utilising convenience sampling for survey distribution, was employed. SPSS 24 software facilitated mediation analysis, revealing no concerns related to discriminant validity.Findings/results: The findings affirm the positive impacts of EO on KBC, SMUC and CRMC in China, while only on SMUC in Ethiopia. In addition, a positive mediation of KBC, SMUC and CRMC between EO and firm performance. Additionally, ED moderated the link between SMUC, CRMC and firm performance.Practical implications: Our study recommends that policymakers and managers should invest in training programmes and information technology, organising workshops to educate staff on the effective use of social media tools. This investment holds substantial potential for dynamically transforming business models, processes and customer trends.Originality/value: This study adds to the current body of knowledge by exploring EO-firm performance correlation, incorporating the mediating effects of KBC, SMUC and CRMC while considering the moderating influence of ED.

Customer Relationship Management (CRM) and E-Commerce: Challenges and Future Opportunities

Technology has drastically changed how businesses operate. Growing usage of internet for commercial purposes has increased the growing influence of e-commerce in the overall business activities carried out globally. Countries like India , China, Brazil and South East Asian nations have become hub of the IT enabled services and provide necessary wherewithal to conduct global e-commerce smoothly. With advancements in technology, there have been many changes has been occupied. Thus, Continuous Customer Relationship and Customer Relationship Management (CRM) become the goal for customer retention. CRM, if performed correctly, allows creative marketing people to gain insights from information for new product ideas or new Promotional campaigns and turn them into profits. Today, CRM has extended beyond sales and marketing to include functions such as finance, R&D, channel partners, and even customers. In the backdrop of all these developments the paper presents about customer relationship management (CRM) and its emerging research of challenges in e-Commerce. The challenges associated with customer, strategic and collaborative relations. This paper also proposes future opportunities of e-commerce in customer relationship management.

Research on Non-Standard Business Optimization of Insurance Companies Under Computer Big Data

This article mainly describes a lightweight framework based on J2EE (Struts+ Spring+ Hibernate). Then the paper puts forward the design and implementation scheme of the electric power enterprise insurance system based on J2EE. The technical architecture, function model, data model, information security mechanism and test specification of the system are emphatically described. The goal is to use this architecture to increase program reusability and reduce engineering complexity. The NP method is used to screen the customers in the insurance system, so as to improve the effectiveness of customer relationship management. Finally, the feasibility of the proposed algorithm is verified by computer simulation. This method can not only ensure that probability 1 converges to the optimal solution, but also improve the efficiency of customer feature selection.

INFLUENCE OF THE CHARACTERISTICS OF SMALL AND MEDIUM FAMILY BUSINESSES ON CRM IMPLEMENTATION: A CASE STUDY

Purpose: This paper aims to explore the customer relationship management (CRM) strategies adopted by Family Small and Medium Entreprises (SME), while highlighting the impact of their characteristics and their assets on the choice and the adoption of these CRM strategies.   Methodology: Since the unique case study approach allows in-depth, multi-faceted explorations of complex issues, we opted for it as a research strategy in order to develop a detailed understanding of the problem. Therefore, an in-depth case study was carried out within a small and medium family business in Morocco.   Findings: Through this study, we have highlighted causal links between the characteristics and specificities of the family SMEs and their impacts on the adoption and implementation of CRM tools and strategies. While some characteristics linked to the nature of family SMEs such as participatory management style, familiness, the desire to transmit the business to future generations and proximity to customers constitute assets for the implementation of CRM, other characteristics, such as the desire to maintain financial independence and recruitment policies that are most often in favor of family members despite their competence, can negatively influence the implementation of successful CRM projects.   Implications for Theory and Practice: The results of the present paper allow the authors to draw conclusions that are relevant to both academics and practitioners. As for the theoretical implications, this study highlights the relationship between the characteristics of family SMEs and the choice and implementation of CRM strategies, while relying on their strengths. Furthermore, developing a good understanding of the specificity of CRM adoption and implementation approaches within family SMEs has important managerial implications for family SME decision-makers, as it can help them make better decisions regarding the choice of relevant CRM strategies and to optimize the deployment of available human, financial and technological resources, while relying on their socio-emotional wealth and their motivation to perpetuate the company.   Originality: This paper is one of the first to explore CRM strategies adopted by family SMEs. The authors present a conceptual framework that can help researchers and practitioners better understand how the family business nature can influence decisions about CRM tools and strategies implementation.

E-satisfaction as a mediator between consumer loyalty and E-CRM: The context of Lebanese e-commerce

This article’s purpose is to assess the influence of E-CRM on consumer loyalty through satisfaction. Electronic customer relationship management E-CRM is a marketing tool used to manage consumer loyalty. However, the adoption of outdated E-CRM strategies increases dissatisfaction and attrition rates. That is, to assess the effect of perceived quality online, online customization, and customer trust on loyalty from online shoppers’ perspectives. This quantitative explanatory study begins with an exploratory factor analysis to simplify the concept’s dimensions. A questionnaire was distributed to a sample of Lebanese customers as a measurement instrument. Data analysis used factor analysis, followed by confirmatory factor analysis (CFA) using a structural model,and later regression. EFA is a fundamental prerequisite to CFA. Then, principal factor analysis (PCA) verified items for each construct dimension. The removal of items with low contributions improved the value of the KMO test, variance explained, and internal reliability measured with Cronbach’s alpha, which  increased to 0.865. PCA extracted factors by restoring a minimum of 50% of the variance. The CFA relies on normed indices, sustaining the adjustment of the theoretical structure. Absolute fit criteria are highlighted: the RMSEA, GFI, and AGFI. Findings supported the idea that E-CRM strategies concentrating on online service quality, online presence, customization, and customer trust develop e-satisfaction and loyalty. Effective E-CRM satisfies customers and increases their e-satisfaction, leading to higher levels of loyalty. These outcomes increase awareness about the strategic value of E-CRM to businesses, and the paper serves as an eye-opener for future researchers and marketing experts.

Exploring Sentiment Analysis in Indian Regional Languages: Methods, Challenges, and Future Directions

Sentiment Analysis, pivotal in natural language processing, extends its reach beyond English to Indian regional languages like Hindi, Marathi, Kannada, Konkani, Bengali, Khandeshi, and Urdu. This paper presents a comprehensive survey of 32 research papers in this domain, examining methodologies, datasets, and techniques while emphasizing the significance of sentiment analysis in diverse linguistic contexts for enhancing customer relationship management functionalities. It underscores the necessity for future research and highlights the efficacy of machine learning techniques. By elucidating on computational challenges and outlining various sentiment analysis methods, this paper serves as a critical resource for researchers and practitioners, fostering advancements in sentiment analysis tailored to regional linguistic nuances. KEYWORDS Bag Of Words, Hindi, Kannada, RNN, Konkani, Malayalam, Marathi, Maximum Entropy, Naive Bayes, Sentiment Analysis, SVM, TF-IDF, Urdu.

Circular Economy Transformation in Chemical Industry: Integrating CRM and AI for Sustainable Growth

This white paper explores the pivotal role of Customer Relationship Management (CRM) in the digital transformation journey of the chemical industry. As customer expectations continue to evolve and competition intensifies, chemical companies are turning to CRM solutions to enhance customer interactions, streamline operations, and drive business growth. The abstract provides an overview of CRM’s significance in the chemical sector, highlighting its role in customer segmentation, sales automation, marketing optimization, and customer service enhancement. By centralizing and optimizing customer-related processes, CRM enables chemical companies to deliver personalized experiences, improve sales productivity, and foster stronger customer relationships. Through a comprehensive examination of CRM implementations and potential applications in the chemical industry, this white paper aims to provide valuable insights for industry professionals seeking to leverage CRM to navigate the challenges and opportunities of the digital age.

A Study on Customer Relationship Management Practices in Public & Private Sector Banks

A Study on Customer Relationship Management Practices in Public & Private Sector Banks

Virtual Simulation Experimental Teaching of E-Commerce Course Based on Short Video

The e-commerce course based on short videos offers a dynamic and accessible learning experience tailored to the fast-paced world of online business. Through concise and engaging video modules, students gain practical insights into various aspects of e-commerce, including market analysis, digital marketing strategies, website development, and customer relationship management. This papers explores the implementation of virtual simulation experimental teaching in an e-commerce course, utilizing short video modules as the primary instructional tool, enhanced by Stacked Ranking Regression Classifier (SRRC). The research aims to enhance student engagement and comprehension by integrating virtual simulations with short video content, providing an immersive and interactive learning experience. Through simulated experiments and empirical validations, the efficacy of SRRC-enhanced virtual simulation teaching methods is evaluated. Results demonstrate significant improvements in student performance and satisfaction compared to traditional teaching approaches. Simulation analysis of students exposed to SRRC-enhanced virtual simulation teaching reported a 25% increase in comprehension levels and a 30% improvement in engagement metrics. Additionally, the SRRC model facilitates personalized learning experiences tailored to individual student needs, leading to enhanced learning outcomes. These findings underscore the potential of virtual simulation experimental teaching with SRRC in revolutionizing e-commerce education and fostering student success.

Pengaruh Financial Technology Terhadap Kinerja Keuangan Perbankan

The development of information and communication technology has brought significant changes in various aspects of human life. One aspect that has been greatly affected is the banking sector. The digital revolution has changed the way banking operates, especially in terms of customer service and financial management. This study aims to see how the influence of Internet Banking and Mobile Banking on financial performance in banks as measured by Return On Assets (ROA), Return On Equity (ROE), Capital Adequency Ratio (CAR), Non Performing Loan (NPL).  The population in this study are banks listed on the Indonesia Stock Exchange (BEI). The method used is non probability sampling method with purposive sampling technique and obtained 10 banks used as samples for the research period for 3 years (2020-2022). The data analysis technique used is Structural Equation Modeling Partial Least Square (SEM-PLS) with the help of SmartPLS (v. 4) software as a data analysis tool. The results of this study indicate that Internet banking has no effect on ROA, CAR and NPL but has a significant negative effect when measured by ROE. Mobile banking has a negative effect on financial performance calculated using NPL but mobile banking has no effect on ROA, ROE and CAR.  Future research is expected to add other variables that have an influence on financial performance in banking and increase the number of research periods.

Effects of e-CRM: Experience-Based Marketing, Digital Communications on Garuda Indonesia Airlines, Brand Trust, and Repurchase Intention

The research studied the effects of electronic customer relationship management (e-CRM), digital communications, and experience-based marketing on brand trust and repurchase intention in Garuda Indonesia Airlines, the National Flag Carrier of Indonesia. The primary data was collected through an online questionnaire distributed from March 2022 to July 2022. Purposive sampling was used to select passengers who had previously used the services of Garuda Indonesia Airlines. Out of the distributed online questionnaires, 270 respondents met the sampling criteria and responded to the questionnaire. Structural Equation Model (SEM), supported by LISREL software, was employed as the data analysis technique. The results show empirical findings on the significant effects of e-CRM, digital communications, and experience-based marketing on brand trust. The research also reveals that e-CRM and the airline's brand trust have positive and significant effects on repurchase intention. Based on the obtained data, this research provides several valuable managerial implications for Garuda Indonesia, one of the largest airline companies in Indonesia. In general, the research yields four significant implications, including the optimization of Instagram usage, the utilization of social media as an e-CRM tool, experience-based marketing through brand collaboration, and the implementation of thematic campaigns. The other findings indicate that brand trust plays a crucial role in reducing risk and uncertainty. The majority of passengers surveyed in this study expressed that Garuda Indonesia Airlines demonstrates a strong commitment to fulfilling passengers' needs during flights, reflecting a high level of trust in the brand. This positive perception carries significant implications, as it encourages passengers to choose Garuda Indonesia Airlines for future travel. Moreover, it motivates passengers to willingly recommend the airline to their friends and family. Additionally, the research findings reveal that passengers actively seek up-to-date information on flight tickets, programs, events, and schedules. Future research should consider studying low-cost carrier airlines (LCC) using a similar framework, focusing on respondents from Generation Z, to obtain diverse research results and contribute to the scientific research and literature on marketing and communication. Keywords: Airline’s brand trust, digital communications, e-CRM, experience-based marketing, repurchase intention.

Customer relationship management, service quality to improve marketing performance through competitive advantage

This study seeks to explore and elucidate the connections between customer relationship management and service quality, as well as the correlations between competitive advantage and marketing performance within the public market of East Java Province. This study focuses on the entire public market unit in East Java Province, which consists of 335 public market units spread throughout 6 regencies and cities. This study uses the 67 public markets in the province of East Java as its unit of analysis. These markets have been rejuvenated. In the Province of East Java, the observation unit is a trader or tenant of a communal market stand. There are 25,000 dealers on the public market in the market that has been revived today. Researchers in this study used the trader or tenant stand's perception to gauge the public market's marketing performance in East Java Province, making it a perceptual measure of marketing performance. There are 190 retailers in the sample. The quantity is dispersed throughout the public market's 67 units in the province of East Java. This study will employ a causal or relational model. The proposed hypotheses will be assessed using structural equation modelling (SEM) through the AMOS statistical software. The findings from hypothesis testing reveal that both customer relationship management and service quality significantly affect the competitive advantage of the public market in East Java Province. Moreover, customer relationship management and service quality significantly impact the marketing performance of the public market in the Province of East Java. Additionally, competitive advantage emerges as a key determinant of the marketing performance within East Java Province's public market.

CHALLENGES FACED BY THE PERSONNEL IN IMPLEMENTING THE E-CRM IN BANKS

The advancement in technology, information and communication has forced banks and financial institutions into hard competition. In this new era technology, people and customer are the elements which the banks are concentrating on them to manage customer relationship and success of banking in customer satisfaction. Electronic customer relationship management (e-CRM) is seen to arise from the consolidation of traditional CRM with the e-business applications marketplace and has created a flurry of activity among companies. The purpose of this study is to examine the competitive advantages on e-CRM in financial institutions and banks and obtain better understanding of the e-CRM benefits. A qualitative research approach was used for this study. Empirical data was collected through interviews were conducted with twenty six banks which just sixteen of them are participated. Our findings indicate Accessibility, Convenience, Services quality, Timeliness, and Trust are the most important benefits of E-CRM. We found that implementation of E-CRM bring about the following competitive advantages: Up to date of banks, Preparation of up to date technology, Proliferation of channels, Marketing and Strategic Factors and Fragmentation of customer segment.

The Role of Electronic Customer Relationship Management in Enhancing E-Customer Loyalty through the Mediating Effect of E-Customer Trust: A Field Study on the Egyptian Fast-Food Industry

The Role of Electronic Customer Relationship Management in Enhancing E-Customer Loyalty through the Mediating Effect of E-Customer Trust: A Field Study on the Egyptian Fast-Food Industry