A Theoretical Review of CRM Effects on Customer Satisfaction and Loyalty

Shaon, S. M. Kamrul Islam; Rahman, Md. Hasebur

doi:10.18267/j.cebr.108

Cited by 16 publications

(6 citation statements)

References 22 publications

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“…Consideration is now given to dimensions of service quality, customer satisfaction and customer loyalty, which at present are the main concerns for businesses in the services sector. Increased emphasis on these issues will lead to an enhancement of a business's performance and will translate into higher profits (Angelova & Zekiri, 2011;Shaon & Rahman, 2015). Given that banks and financial services offer relatively similar products and services, the best way for them to create competitive advantage is by the quality of services offered (Royne Stafford, 1996).…”

Section: Introductionmentioning

confidence: 99%

Enhancing consumers’ self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction

Dandis

Wright

Wallace-Williams

et al. 2021

Cogent Business & Management

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The main objective of this paper is to investigate how service quality and customer satisfaction are correlated to self-reported loyalty intentions in Islamic banks. The paper presents primary data collected by self-administered questionnaires involving a sample of 655 respondents from all local Islamic Banks in Jordan. The results show that compliance, tangibility, responsiveness, assurance, and empathy positively linked to self-

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Section: Introductionmentioning

confidence: 99%

Enhancing consumers’ self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction

Dandis

Wright

Wallace-Williams

et al. 2021

Cogent Business & Management

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“…Rahman (2013) said that customer satisfaction plays an important role in the formation of customer loyalty. Customer loyalty can be seen as a customer's commitment to dealing with a particular product and buying its products and services (Kamrul Islam Shaon & Rahman, 2015). According to Zhong and Moon (2020), service quality and product, price strategy, and store characteristics are the main factors to influence customer satisfaction.…”

Section: Trust Customer Satisfaction Customer Loyalty and Happinessmentioning

confidence: 99%

“…Generally, almost all organisations try to be able to meet the needs, expectations and desires of their customers in order to be able to continue to make them satisfied and loyal (Kamrul Islam Shaon & Rahman, 2015). Rothenberger (2015) and Zhuang and Jiang (2016) suggest that every company or organisation also pays attention to the quality of its products.…”

Section: Introductionmentioning

confidence: 99%

Perceived Price as Antecedent of Satisfaction and Loyalty: Learn from Fast Food Multinational Restaurants in Indonesia

Syah¹,

Alimwidodo²,

Lianti³

et al. 2022

CEBR

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Currently, multinational fast-food restaurant like the American fast food restaurant business is in great demand in Asian countries, especially in Indonesia. Maybe it can be categorised as a trend that is currently in effect. The uniqueness of the presentation or product appearance, the various types of menus and tastes, the restaurant environment, the prices offered, and several other factors contribute to creating the purchase intention of Indonesian customers. However, it is still rare to use this concept of thinking as the basic basis for measuring customer satisfaction, especially in American fast food restaurant branches in Asia, especially in Indonesia. Based on this explanation, the purpose of this study is to determine the relationship between product quality, service quality, physical environment quality, perceived price, satisfaction, loyalty, happiness, and trust in the customers of the fastfood restaurant. We distributed online questionnaires via google with a purposeful sampling method to 130 respondents conducted in July 2021. This study uses the SEM analysis method. The results show that there is a relationship between perceived price, product quality, service quality, physical environment quality, and customer satisfaction. Customer satisfaction has a positive effect on loyalty and happiness. Trust can moderate the relationship between customer satisfaction and loyalty. The results can be applied by fastfood restaurants that are interested in learning about similar factors that can increase customer satisfaction and loyalty, especially in developing countries that have almost the same respondent criteria as Indonesia. Implications for Central European audience: The knowledge used in various marketing studies that support customer satisfaction and customer loyalty can be built on the quality they receive and their perception of the price of the product. Also noteworthy is the finding that the effect of product quality and service quality does not always affect each product category. These results can be utilised by fast-food restaurant businessmen and other

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“…The pleasure of clients with an organization's products and services is regarded as the most crucial factor contributing to the organization's strength and success. According to Jahanzeb et al (2011), in a study conducted by Shaon and Rahman (2015), the researcher investigated the impact of the quality of service on client satisfaction and behavioral intention within the mobile telecommunication business. The researcher employed structural equation modeling as the analytical framework for the study.…”

Section: Literature Reviewmentioning

confidence: 99%

An Empirical Study of the Effects of Customer Satisfaction and Loyalty in the Telecommunication Industry in Bangladesh

2022

aijnep

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The primary objective of this study is to examine the impact of customer satisfaction within the specific setting of Bangladesh. The present study examined six key aspects: interactions, price structure, added value service, convenience, sales promotions, and customer service. The study utilized a combination of primary and secondary data sources to evaluate the predetermined hypotheses. The findings indicate that five characteristics, including communication, cost structure, value-added services, convenience, and customer service/care, have positive associations with consumer loyalty. Finally, the concept of telecommunication services in Bangladesh has recently been combined with ecological management in business. Therefore, this notion has lately taken into the customer satisfaction and survey with good and sound loyalty on this services. This study is based on customer responses to monitor their satisfaction against the major mobile operators in the country: Grameen Phone, Banglalink, Robi, and Teletalk. In order to determine satisfaction, we will ask questions to respondents about different criteria (such as network, Internet service, call rate price and value-added services, reliability, customer support etc.). This research aims to determine customer satisfaction with a wide range of services supplied by operators, as well as the correlation between service satisfaction (communication, price, value-added service, convenience, sales promotion, and customer service) and customer loyalty.

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A Theoretical Review of CRM Effects on Customer Satisfaction and Loyalty

Cited by 16 publications

References 22 publications

Enhancing consumers’ self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction

Enhancing consumers’ self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction

Perceived Price as Antecedent of Satisfaction and Loyalty: Learn from Fast Food Multinational Restaurants in Indonesia

An Empirical Study of the Effects of Customer Satisfaction and Loyalty in the Telecommunication Industry in Bangladesh

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