Customer Relationship Management Dimensions Research Articles

The effect of customer relationship management on customer satisfaction performance in the hotel industry in Jordan

Despite extensive research and practice in the topic of customer relationship management (CRM), the hotel industry still lacks clarity on the effect of CRM on customer satisfaction performance. Thus, the study aims to investigate the effect of CRM through different dimensions (key customer focus, CRM organization, knowledge management, and CRM-based technology) on customer satisfaction performance in Jordanian hotels. A quantitative research approach through questionnaire adopted from relevant literature was used for data collection. The study participants were managers of Jordanian different star hotels. A total of 101 managers were involved in this study, and different key statistical analyses were applied to achieve its purpose using SPSS, regression and correlation analysis after validating the study measures and scale. The results showed that all dimensions of CRM have a positive and significant effect on Jordanian hotels’ customer performance and key customer focus has the greatest effect on customer satisfaction out of four CRM dimensions that were examined, followed by CRM organization and knowledge management. Although the technology of CRM considerably impacts customer satisfaction, this impact is very slight. Therefore, the results suggested that the hotel managers should pay attention to their internal resources such as top management support and employee involvement and assess the impact of CRM implementation of customer-orientation culture to improve their performance and consequently establish a competitive advantage.

THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT DIMENSIONS ON HOTEL REPUTATION: AN EMPIRICAL STUDY

The reputation of a hotel is of paramount importance; however, its establishment can be a complex and demanding endeavor. Accordingly, this study was conducted to investigate the impact of various dimensions of customer relationship management (CRM) on the reputation within the hotel sector. Data were gathered from 136 participants through a 23-item questionnaire utilizing a convenience sampling approach. Multiple linear regression analyses were employed to evaluate the hypotheses. The results reveal that critical dimensions such as key customer focus, knowledge management, and technology-based CRM exert a positive and significant influence on hotel reputation. Conversely, CRM organization did not demonstrate a significant effect on hotel reputation, confirming that the effectiveness of CRM lies in its practical implementation and not just its organizational framework. This study serves to enhance hotel managers' understanding of the vital role that CRM strategies play in enhancing their establishments' reputations.

Nexus between customer relationship management dimensions, customer involvement and customer retention: a mediation analysis in Ghana’s hotel industry

PurposeThis research investigates the role of customer involvement (CINV) in customer relationship management (CRM) dimensions and customer retention (CR) in Ghana’s hotel industry.Design/methodology/approachThis quantitative-based explanatory research obtained primary data via structured questionnaires from 277 hotel customers in Ghana, processed it with SmartPLS4.0 software, and analysed it with structural equation modelling.FindingsCRM dimensions (CRM-based technology, managing knowledge and personalisation of services) and CINV positively affect CR. Also, CINV partially mediates the interactions between the CRM dimensions and CR in Ghana’s hotel industry.Research limitations/implicationsThe study is geographically limited to hotels in Ghana and conceptually limited to three CRM dimensions, CINV and CR. Methodologically, the study was limited to the quantitative approach. However, our outcomes imply that hotels in Ghana that invest in relevant CRM dimensions would improve CR. CRM-CR association can also be improved through CINV.Practical implicationsThe study outcomes imply that when Ghanaian hotels implement the CRM dimensions and foster active CINV, their customers’ retention will improve significantly. Hence, CRM and CINV are prerequisites for enhancing CR in Ghana’s hotel industry.Originality/valueThe study offers valuable contributions to the current literature on CRM, consumer behaviour and hospitality management, especially in a developing economy context. Its novel contribution, the mediating role of CINV, would advance CRM studies in the hospitality sector.

Social CRM Strategies: A Key Driver of Strategic Information Exchange Capabilities and Relationship Quality

This study aims to examine the influence of social customer relationship management (CRM) on relationship quality (RQ); the role of strategic information exchange capabilities (SIECs) as a mediator on the relationship between dimensions of social CRM and RQ was also investigated. A self-structured questionnaire survey was conducted on the subordinates working at various family-style restaurants in Egypt. Following a simple random sampling procedure, 466 valid responses were used for data analysis. The findings reveal that three dimensions of social CRM, namely customer service quality (CSQ), integrated marketing channels (IMCs), and online communities (OCs), have statistically significant effects on RQ. Moreover, SIECs mediate the relationship between CS/IMCs/OCs and RQ. The other two dimensions, rewards (RDs) and value-added services (VSs), do not directly or indirectly affect RQ. This study opens new avenues in the existing literature by identifying the most relevant factors affecting RQ in the context of Egyptian restaurants. This study can enable policymakers and restaurant owners to formulate social CRM strategies and achieve customer satisfaction properly. This study explores the mediation mechanism of SIECs on the relationship between dimensions of social CRM and RQ.

Impact of Customer Relationship Management Dimensions on Customer Retention through Customer Satisfaction: A Customer Perspective of Balkan Transition Economies

One of the main challenges of service providers is the retaining of the acquired customers. Customer Relationship Management (CRM) has proved to be an effective tool in reaching this objective. Many researchers tested the effect of CRM on customer retention (CR), but most of the studies were focused on developed economies and were analyzed from a business perspective. The literature review highlights the lack of studies that examine the impact of CRM on CR from a customer perspective and that are focused on transition economies, especially in Balkan developing countries. Considering this, our paper aims to develop a model that proves the impact of CRM on CR, focused on three Balkan countries (Kosovo, Albania, and North Macedonia). Data was collected using an electronic questionnaire from a sample that consists of 764 residents of the three above-mentioned Balkan countries, all customers of the services sector. The research model shows the impact of three CRM dimensions (key customer focus - KCF, technology-based CRM - TCRM, and CRM knowledge management – KM) on customer retention through customer satisfaction (CS). The model fit and research hypotheses were tested using Confirmatory Factor Analysis and Structural Equation Model. Findings show a positive impact of KCF, TCRM, and KM on CS, which as a result positively affects CR as well. Theoretical and practical implications are discussed.

Does Supply Chain Resilience Mediate the Relationship Between CRM Dimensions and Customer Satisfaction?

Supply chain (SC) disruptions are increasingly common in today’s dynamic business environment, and understanding the effectiveness of customer relationship management (CRM) practices in achieving customer satisfaction through supply chain resilience (SCR) can provide valuable insights for businesses. This study aims to empirically examine the impact of CRM dimensions and SCR on customer satisfaction. It also examined the mediation role of SCR between different dimensions of CRM and customer satisfaction. A total of 529 responses were collected from different customers of small and medium-sized enterprises (SMEs) in the Middle Eastern region. For empirical analysis, this study employed structural equation modelling through PLS software. The results clearly show a significant direct influence of SCR, customer orientation and knowledge management on customer satisfaction, while surprisingly technology-based CRM does not influence customer satisfaction. Further, the outcomes of this study indicate that there is a significant mediation role of SCR between CRM practices (knowledge management, technology-based CRM) and customer satisfaction. The findings of this study can have important ramifications for managers, stakeholders and policymakers regarding the significance of CRM dimensions and SCR as factors that increase customer satisfaction in Middle Eastern businesses in particular and in developing nations in general.

A Case Study of Customer Relationship Management in J&K Grameen Bank Samba of J&K

This study aims at making contribution to the literature on understanding the relationship between customer relationship management, customer satisfaction and customer loyalty in context to J&K Grameen Bank. This study attempts to investigate the dimensions of customer relationship management (CRM) and Customer satisfaction (CS) that influence customer loyalty (CL). Today the banking sector is making significant contribution to the economic development and redefining the consumption habits of Indians. The constantly changing consumer attitudes and buying behavior is making it difficult for bankers and service providers to take their customers for granted. The highly demanding and knowledgeable consumers are compelling banks to stock a huge product range, offer attractive discounts, in an aesthetically set up environment and so on- all in the hope of having a loyal customer base. But high lead times, seasonal fluctuations, evolving consumer preferences are some of the issues creating a stiff completion in the business environment. So, banks and service providers have realized that it is very essential to work towards getting into customer relationship management programmes. For this, banks and service providers are working out ways to understand the opportunity and having preferences of individual customers that chart out strategies and programs so as to develop a base of loyal customers who will patronize the banks and service providers frequently. The study is based on descriptive and exploratory style using primary data.

The effect of social customer relationship management on customer loyalty in Saudi Arabia

The study focused on examining the social customer relationship management impacts on the customer loyalty of five-star hotels in Saudi Arabia. Customer relationship management included the dimensions of customer value, long-term partnership with the customer, customer knowledge, reliance on technology, trust, and social media communication. The study population consists of the customers of five-star hotels in Saudi Arabia. A convenience sample was taken from 500 customers, while the validly retrieved responses were 413. A quantitative approach was conducted in statistical analysis through SPSS and AMOS software. The study demonstrated that social customer relationship management dimensions are impacting the customer loyalty of five-star hotels in Saudi Arabia. Subsequently, the recommendations centered on the establishment of a complaints handling unit to speed up service, identify problems, identify the sites of deficiencies, and take the necessary and appropriate solutions to these problems.

Sadık Müşterilerinize Kulak Verin! Müşteri İlişkileri Yönetimi, Müşteri Gereksinimleri ve Sadakati Arasındaki İlişkiler: Gemport Liman İşletmesi Örneği

Çalışmanın temel amacı müşteri ilişkileri yönetimi ile müşteri sadakati ve ihtiyaçları arasındaki ilişkileri belirlemektir. Literatür taraması sonucunda ulaşılan hipotezlerin test edilebilmesi için; lojistik sektöründe faaliyette bulunan bir liman işletmesi müşterilerine kolayda örnekleme yöntemiyle anket uygulanmıştır. Elde edilen veriler SPSS istatistik programı kullanılarak analiz edilmiştir. Analiz sonucunda müşteri ilişkileri yönetiminin müşteri sadakatini kısmen etkilediği tespit edilmiştir. Ayrıca müşteri ilişkileri yönetimi boyutlarından; değer, memnuniyet, bilişim teknolojileri, sadakat programları ve şikâyet yönetimi değişkenlerinin ve müşteri gereksinimlerinin kaynak, süreç, çıktı, yönetim ve sosyal sorumluluk alt boyutlarının müşteri sadakati ile ilişkisi incelenmiştir. İrdelenen ilişkiler sonucunda, bilişim teknolojileri ve kaynak boyutunun müşteri sadakati ile anlamlı bir ilişkisinin olduğu tespit edilmiştir. Müşteri ilişkileri ile müşteri gereksinimleri arasında anlamlı bir ilişki görülmüştür.

Evolution of customer relationship management to data mining-based customer relationship management: a scientometric analysis.

Scores of researchers have paid attention to empirical and conceptual dimensions of Customer relationship management (CRM). A few studies summarise the research output of CRM focusing on a specific industry. Nevertheless, there is scant literature summarising the research output of CRM in contrast to the data mining-based CRM. This study presents a scientometric analysis that evaluates CRM research output with a special focus on data mining-based CRM. Bibliometric data were extracted for the period 2000–2020 from the Web of Science database to apply descriptive analysis and scientometric analysis to obtain the bibliometric profile of CRM research. Further, we generated the conceptual structure map using multiple correspondence analysis and clustering for CRM and data mining-based CRM research fields. Interestingly, the analysis revealed that the future trendfi of CRM research would be based on techniques associated with machine learning and artificial intelligence. The study provides extensive insight into the basic structure of the CRM and data mining-based CRM research domain and identifies future research areas.

Customer relationship management in the international context – theoretical and practical considerations

Abstract The customer relationship strategy as part of the general business strategy is focused on the interest for the clients, having as a main objective the strengthening of the long-term relationship between the companies and the clients. The essence of the Customer Relationship Management (CRM) dwells in preserving long-term partnerships, bringing added value within the business relation and delivering customised propositions to individual clients. By providing personalised products or services the company gets near the need of the client, thus making it a key customer. The bridge between the company and the key client is based on a cross-functional process through which the customer relationship management strategy is implemented. Therefore, the customer orientation becomes an impactful factor in the implementation process. Having a positive relationship with key customers and a better understanding of their needs and activity leads to clarity in the development of the customer relationship management strategy. This principle is worldwide accepted, regardless of industry in which operates the organization. The purpose of this paper is to do a key literature review on customer relationship management by enlightening both the theoretical aspects researched by academicians all over the world and empirical studies applied in international organizations. In addition, the applicative section of this paper consists in a comparison of customer relationship management dimensions’ level of implementation in two multinational companies (MNC) from different industries within fast moving consumer goods (FMCG) sector.

Does electronic customer relationship management (E-CRM) affect service quality at private hospitals in Jordan?

The study's goal is to see how electronic customer relationship management affects the quality of service at private hospitals in Jordan. The dimensions of customer relationship management (CRM) represented by website design, website search, privacy, security, and service delivery on time, while the dimensions of quality of service include reliability, responsiveness, assurance, and empathy. It focused on private hospitals in Jordan. Data were primarily gathered through self-reported questionnaires created by Google Forms distributed to a purposive sample of inpatients via email. The statistical program AMOSv24 was used to test the study hypotheses. The results demonstrated that electronic customer relationship management had a positive impact on service quality. Considering the results, the researchers recommend improving the degree of its practice of managing electronic customer relations by reconsidering its websites in terms of focusing on the website design and its ease of use by patients and the possibility of searching the website.

The Effect of Customer Relationship Management on Market Performance of Selected Private Banks in Nekemte Town

The specific objective of the study was to examine the effect of customer orientation on market performance, effects of Customer Knowledge management on market performance, Effects technology based CRM on market performance and effects of CRM Organization on market performance. The study adopted both descriptive and explanatory research design. The study targeted employees in the selected private banks. Purposive sampling technique was used to select private banks. Data analyzed using Statistical Package for Social Sciences (SPSS). Data presented using tables and figures. Correlation and multiple regression analysis were used to establish the relationship between the study variables. The study found that customer relationship management dimensions would lead to an increase in market performance in the bank. Keywords: Customer Relationship Management, customer orientation, Customer knowledge Management DOI: 10.7176/EJBM/14-1-04 Publication date: January 31 st 2022

Disruption in Supply Chain due to Covid-19 in Jordanian Economy

Disruption in Supply Chain due to Covid-19 in Jordanian Economy

Influences of Customer Relationship Management Dimensions in Enhancing Customer Loyalty for Banking Services: Mediating Role of Brand Image

Influences of Customer Relationship Management Dimensions in Enhancing Customer Loyalty for Banking Services: Mediating Role of Brand Image

An examination of customer relationship management dimensions and employee-based brand equity: A study on ride-hailing industry in Saudi Arabia

The purpose of this study was to explore the effect of customer relationship management (CRM) dimensions on employee-based brand equity. By looking at the past literature, it can be noticed that the majority of earlier studies on brand equity examined it from customers' perspective, while the employees' perspective received less emphasis. Thus, the required data was obtained using a survey tool from 164 employees in the ride-hailing industry in Saudi Arabia. The obtained data was analyzed by the Covariance-Based Structural Equation Modeling (CB-SEM) method to test the hypothesis and reach at conclusions. The findings showed that CRM in general has a positive effect on employee-based brand equity. Specifically, it was found that CRM organization has a significant positive impact on employee-based brand equity. It was also verified that knowledge management and customer orientation have positive effects on overall employee-based brand equity. Finally, the results confirmed that technology-based CRM has a significant positive impact on employee-based brand equity. These results add to the body of literature on this topic and verify the significance of customer relationship management dimensions in affecting employee-based brand equity.

Customer Relationship Management in Affiliated Hospitals of Zabol University of Medical Sciences

Background: In today's competitive environment, continuous, continuous and long-term relationship with the customer is the key to achieving the success of healthcare organizations. Therefore, this study was conducted to survey customer relationship management in affiliated hospitals of Zabol University of medical sciences. Methods: This study is applied and descriptive in terms of method. The statistical population includes the staff of hospitals that 205 people were selected by simple random sampling method. The data collection tool was a two-part questionnaire (demographic and customer relationship management). Research data were analyzed using SPSS 18 software. Results: In this study, the average score of customer relationship management was 3.16 points. The average scores of each of the dimensions of attracting, maintaining and expanding customer relations, infrastructure dimension and customer orientation dimension were 3.1, 2.9 and 3.48 points, respectively. Conclusion: According to the findings, customer relationship management and each of its dimensions was in a moderate position. Therefore, managers of health care organizations should take steps to improve each of the dimensions of customer relationship management in order to increase the loyalty of their customers and the productivity of the organization.

Customer Segmentation using Data Mining Techinique

Data mining technique can help implementing customer relationship management dimensions namely customer identification, customer attraction, customer retention and customer development . Various Data mining functions can be used to implement CRM elements . This review paper is focused on one of the element of customer identification that is customer segmentation and its implentation using K-means clustering technique. It discuses in breif about the K-means Algorithm.

Assessment of Customers’ Relationship Management Practices on Customer Retention and Loyalty of Oromia Credit and Saving Share Company: Bule Hora City Branch

The main objective of this study was to assess customers’ relationship management practices of Oromia Credit and Saving Share Company, Bule Hora city branch in Bule Hora, Ethiopia. Customer relationship management (CRM) as a strategy has gained tremendous interest among researchers and practitioners in recent times. Thus, this study tried to assess the status and ways CRM has been put in for practice by Oromia Credit and Saving Share Company (OCSSCO). In addition, this study considers different CRM dimensions such as empathy, bonding and satisfaction, and responsiveness. To achieve the objective of the study, primary data were collected through a questionnaire from a sample of 246 Oromia Credit and Saving Share Company customers of Bule Hora city branch, Bule Hora, Ethiopia, by using simple random sampling technique. The data collected through the questionnaire were analyzed using descriptive statistical analysis method and inferential statistics by using SPSS version 20 as a tool of data analysis. The study clearly revealed that the four CRM dimensions are strongly related. Thus, from the perspective of customers as well as management bodies of the Oromia Credit and Saving Share Company, CRM has a significant influence on customer retention and loyalty of the organization. Generally speaking, microfinance institutions are in need of doing a lot of CRM-based customer-focused practices.

CRM system and potential customer loyalty trends: Some evidence of customer engagement

This present paper aims to validate the relationship between loyalty programs and to recognize the value of implementing CRM systems by the dimensions of CRM realize and commercial banks. This article also presents an emerging CRM research literature as CRM's customer-focused component, investigating the relationship between CRM and customer loyalty. By implementing robust information management, CRM aims to improve customer interactions through a portfolio of trust-building activities. Simultaneously, most CRM literature focuses on banks designing and executing CRM initiatives. The current research explored various customer loyalty determinants but pay less attention to understanding the relationship between product dimensions and fundamental loyalty mechanisms. The study used both quantitative and qualitative data, focusing on Saudi banks' CRM dimensions and customer loyalty. The Data were collected using surveys and interviews. The finding of this study indicates that the basis of the relationship between the bank and customers is the element of credibility and security privacy and confidentiality of information. However, customer acquisition practiced more than preserving customers (contact, quality of service, market response). Building relationships with them, so the Bank services focused on the retention customers and building relationships with them in the short term, because it is a Less cost, and ameliorate part of customer segmentation actual and potential market of banks on the long term strategy. The study enriches the banking literature on how to implement customer relationship management (CRM) in financial institutions. This topic has not been discussed mainly in the Middle East except in a few studies. Despite the challenges facing banks in light of the spread of Fintech companies and their repercussions on banks operating in the region.